Why it’s time to say ‘NO” to clients who no-show!

"No-shows aren't just rude – they're fatal!”

As one journalist said “In these hard times, restaurant no-shows aren't just rude – they're fatal!”

‍

The restaurant industry hit the headlines a couple of weeks ago when it was reported one restaurant had 27 no-shows one evening and another more than 90!

As businesses re-open after months of being closed, it is vital that every booking counts. Restaurants can’t afford pre-booked tables to lie empty. Hairdressers and beauty salons can’t afford for clients to book only to then not show up!

Do the maths: a three hour appointment for a colour with a cut & blow-dry costs on average £60-80 in the UK. If the client doesn’t turn up, that slot is unlikely to be filled and the salon loses £70 and the stylist loses wages/commission.

All because the client has decided their time is more important than their hairdressers time! Is it now time for us to call this out for what is: rude and selfish?

Restaurants can’t afford pre-booked tables to lie empty. Hairdressers and beauty salons can’t afford for clients to book only to then not show up!

Do the maths: a three hour appointment for a colour with a cut & blow-dry costs on average £60-80 in the UK. If the client doesn’t turn up, that slot is unlikely to be filled and the salon loses £70 and the stylist loses wages/commission.

All because the client has decided their time is more important than their hairdressers time! Is it now time for us to call this out for what is: rude and selfish?

‍

Time for salons to take back control

‍

After no income for months, some salons are taking a pro-active approach with their clients to safe guard their business.

At Slick we have seen a 73% rise* in the number of deposits being taken as salons look to protect their business and avoid costly no-shows.

We spoke to two leading salons about the changes they made and what impact they have seen

Tuba, Porters Barber Group, London

“The first few weeks back from lockdown we were fully booked and we were turning appointments away. However some of clients were not turning up to their appointment. This left the salon losing out on revenue we really needed after being closed for three and a half months” - Tuba Esen, Manager at Porters Barber Group

In July, Porters implemented a 50% up-front deposit on all services to stop no-shows and protect the business. Whilst some salons might be worried about the impact this could have on clients, Tuba explained that the results have been amazing

“Our clients have been very understanding, as a business who had to be closed for so long due to Covid-19 they understand we can’t afford to turn clients away and have no shows. We feel as though clients are more likely to commit to their bookings and if they can’t they tend to let us know well in advance”

‍

Gary Wilde, Wilde About Hair, St Albans

Wilde About Hair decided that on re-opening they would ask all clients booking online to pay an upfront deposit to ensure clients were committed and protect the business.

‍

Since this came in the feedback has been overwhelmingly positive says Gary.

“To date not one person has complained or questioned the 50% deposit and it has cut out now shows completely. The only no shows we now have are for  phone bookings so it begs the question do we role it out for all clients and not just online clients?” - Gary Wilde, Salon Owner

Gary also explained that it has had a second positive impact as for him taking a deposit “softens the impact of a large colour bill at checkout”. By spreading the cost of a service over a few weeks, it makes it more affordable for the client and is good the salon too. It’s a win-win!

‍

Now is the time to take control and wave goodbye to the selfish, rude no-show clients for good!

Lockdown has shown the vast majority of clients just how much they need their hair and beauty appointments. They missed their favourite stylist or nail tech. They hated their roots and split ends.

Asking for a deposit is no longer awkward. Clients expect it more and more and if it protects your business then they will be 100% supportive!

*Slick Platform data: July 2020 vs July 2019