How we achieved 90% fewer missed appointments with a simple strategy

It's a scenario that is familiar to many cosmetic salons: the calendar is full of appointments and the anticipation of a successful day is great. But then the disappointment - customers don't show up for their appointments without canceling first. The result? Frustration, lost time and, last but not least, significant financial loss.

We faced exactly this problem a few years ago. On some days up to 50% of our appointments were canceled, resulting in thousands of euros being lost. A situation that was neither sustainable nor acceptable in the long term. So we started looking for a solution – and we found it.

The turnaround through a strategy from the hotel industry

We found our salvation in a method that originally came from the hotel industry. By applying this strategy to our business, we were able to reduce our annual losses from missed appointments by more than €30,000. An impressive result that shows us how important it is to act proactively and find solutions to known problems.

What to do if customers still stay away?

Of course, despite all our efforts, there are always cases in which customers do not attend their appointments and do not cancel them in a timely manner. Our answer to this: an invoice. Sounds harsh, but it has proven to be an effective way to emphasize the seriousness of appointments.

In order to create fair conditions for both sides, we have introduced a 48-hour cancellation period. This deadline is communicated to our customers via various channels: on our website, in our studios, in the appointment confirmation by email and again in a reminder message. If an appointment is not kept, we will charge 50% of the treatment price if the treatment is canceled the day before and 100% if the absence is unexcused.

The key to success

These measures may seem strict at first, but the results speak for themselves: a significant reduction in missed appointments and a fairer system for everyone involved. Our customers appreciate the clear conditions and we can make our operations more efficient and customer-friendly.

Conclusion

Missed appointments are a challenge that many cosmetic studios have to face. But with the right strategy and clear communication guidelines, this problem can not only be contained, but also turned into an opportunity for an improved customer experience.

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