How do you reduce no-shows at your salon?
You reduce no-shows when every client has the appointment in her calendar and gets a short reminder the day before.
The short answer
You reduce no-shows at your salon when every client has her appointment in her own calendar and gets a short reminder the day before. On top of that come an easy way to cancel without a phone call and a fixed rule for spots that become free. The examples on this page are experience and recommendation, not measured values.
Why do clients not show up for their appointment?
Most of the time there is no ill will behind it. In a salon, from experience, we mainly see five reasons: the appointment was forgotten, it was not in the calendar, cancelling felt awkward, plans changed, or the client barely knows the salon yet. If you know the cause, you can act on it. The table matches a measure to each cause.
| Cause | What helps at the salon |
|---|---|
| Forgot the appointment | A reminder the day before, straight to the phone |
| Appointment not in the calendar | The client saves the appointment in her calendar herself |
| Cancelling feels too embarrassing or too complicated | An easy way to reply, cancelling without a call |
| Plans changed | A spot that becomes free quickly goes to someone else |
| New client with no connection yet | A personal contact right at booking |
How do you remind clients the right way about their appointment?
Send the reminder the day before, short, with the time, the treatment and a clear way to cancel. A reminder on the day of the appointment often comes too late to give the spot to someone else. Write it personally, with the first name, and mention the duration so the client plans her time. The example below shows the structure. All details are examples.
Which rules help with cancellations and free spots?
Set a deadline until when cancelling is free, and say it already at booking. State the rule in a friendly way and stick to it. Give the client an easy way to cancel, for example by reply instead of by phone, because people who don't have to call are more likely to cancel. Also keep a list of clients who could come on short notice, so a free spot doesn't stay empty. This is our recommendation from practice, not a fixed rule.
How do you retain new clients already at booking?
New clients miss appointments more often because they don't know the salon yet. A short personal contact right after booking helps: a confirmation with the address, the duration and a note on how to find you and how to cancel. That turns a name in the calendar into a person who values the appointment. This too is experience, not a proven value.
How does SmartChat help prevent forgotten appointments?
SmartChat is a WhatsApp marketing solution for businesses. You can send clients a calendar reminder via an iCal link, so the appointment lands in their own calendar. With follow-ups, you remind automatically, and replies land in your inbox. Messages only go to contacts who have agreed, and anyone can unsubscribe with STOP. You can find fitting examples for your salon under SmartChat for hairdressers. SmartChat does not replace your booking system.
Frequently asked questions about no-shows at the salon.
When is the best time to send the reminder?
The day before. That leaves time to pass the spot on if the client cancels. This is a recommendation from practice.
Can I charge a fee for no-shows?
That depends on your agreements. Talk to a legal advisor before you set any fees. This page is not legal advice.
How do I deal with clients who often don't show up?
Talk to them in a friendly way and ask for the reason. Often a different weekday or time helps.
How does the appointment get into the client's calendar via an iCal link?
A link the client uses to add the appointment to her calendar with one tap.
Who does SmartChat send reminders to at the salon?
No. SmartChat only sends to contacts who have agreed. Unsubscribing works with STOP.
Can I keep my booking system alongside SmartChat?
Yes. SmartChat does not replace a booking system. It is a WhatsApp marketing solution and only sends via WhatsApp.
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Last updated: By SmartChat Team