We seem to have entered a far more aggressive ‘cancel culture’! Restaurants and pubs are reporting a horrific number of ‘no shows’ where it can cost them around £60 in the food prep and staff availability. It seems some are booking several tables and then decide what they ‘fancy’ at the time! Do they not realise that it costs the owners real money? Obviously not (or maybe they just don’t care)
Salons are reporting the same sort of level. For an industry that is ‘on its knees’ this situation is not survivable nor acceptable!
Então, o que você pode fazer?
Everywhere I read there seems to be some difference of opinion on what is refundable and what isn’t i.e deposit vs booking fee. This is the best place to refer to: https://www.gov.uk/government/publications/cancelling-goods-or-services-guide-for-consumers/cancelling-goods-or-services
Para explicar: todo salão de beleza, salão móvel ou salão doméstico deve ter um contrato em vigor. Parece ser mais fácil usar um aplicativo de reservas. Mas não necessariamente. É preciso ter diretrizes claras para que cada cliente entenda o que está assinando.
By asking your clients to pay a ‘booking fee’ with clear cancellation policies you are safeguarding your working day.
Para resumir:
- o acordo deve ser justo
- deve ser claro
- you cannot charge more than is a reasonable financial loss for a ‘no show’ e.g charging 50% of the cost is probably not reasonable. But maybe 25% is especially if you can use social media to fill the gap.
- ele precisa ser resgatável contra a taxa final, por exemplo, reduzir a taxa final pelo depósito, uma vez que ele já foi pago
- deixe claro o período de tempo que você está esperando, por exemplo, 24 ou 48 horas de cancelamento ou até menos do que isso se o cliente tiver desenvolvido sintomas de C19.
- use your discretion! If a client develops symptoms on the day of the appointment you cannot question that! Maybe suggest that the ‘booking fee’ can be used for a new appointment at a later date. Make that clear.
This industry really does need to approach their businesses in a more professional way. The more professional you are, the more your clients will respect you. If you treat it as a hobby for ‘mates’ that is exactly how you will be treated.
Clients are far more likely to attend an appointment if they have paid something!! Do not let this ‘cancel culture’ ruin your business. just approach it in a business and commercial way and you will win in the end.
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