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Cancellations and how to deal with them

Don’t you just love those calls and messages that say “really sorry but I need to cancel my appointment.” Hmmm.. me neither!

But, you know, that is life. Sometimes things do just pop up and cannot be avoided. However, you can make these times much easier to deal with if you have a system in place to cover all basis. I highly recommend having a cancellation policy in place and ensure that it’s able to be viewed on your website and on any or all booking reminders.

My current policy is “A minimum of 48 hours’ notice is required should you need to cancel or reschedule your appointment. If less than 48 hours is given, then 50% of your booking fee may be owed before your next appointment.” As easy as that.

Though the harder bit is implementing such a rule. All you have to do is gently remind them of this rule, and ask if they would like to send it via PayPal* or bank transfer, along with your information for them to do so.

Make sure your PayPal account is set up as a business. If you get caught taking money as family & friends for your business then don’t be surprised if you get fined. Visit their site and read the rules.

When I really started implementing my policy, I let everyone off once, and said “it’s OK this time” and then if they did it a second time, then they needed to pay. You can’t have a rule and keep letting them off. They will soon realise you’re a soft touch and carry on wasting your time.

And if you don’t have the guts to speak up then you only have yourself to blame. I see it every week people moaning that they’ve spent their last £20 on colour for someone who cancels, and nothing was in place to stop them cancelling, no deposit was taken, and no ground rules were set out in the beginning.

If you worked for a company, would it be OK if your boss called you while you were sitting in rush hour traffic and said: “don’t need you today, you can go home”? I am pretty confident that might be OK a couple of times, but then once you realise that you don’t have the money to pay your bills or you’ve wasted 12 hours a month driving somewhere for no reason, you would soon start to wonder how on earth they get away with doing that. And then you would leave that said job.

With clients, you need to set some ground rules as early as possible. You are in control of your day and your time. It’s YOUR business, you can run it, however, the bloody hell you want to!

The whole point of cancellation policy is not to be an asshole or whatever moronic words people use when they are told they need to cough up, it is to protect your time. We only have 24 hours in a day, and I like to spend my time wisely. Not only are you wasting time, but you’re also not earning and you’re not out there getting lovely new clients to work with.

So, start today, protect your time. Once it’s gone, it’s gone.

Feel free to share this with fellow hairdressers.

Love & Success! 
Stephanie x

Image – @icons8 @unsplash

See more on cancellations on my YouTube channel – Cancellation Policies For Mobile Hairdressers

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