How do you handle appointment cancellations?

[LongbeachBeauty]

Hi,

we run a small beauty salon. Off the back of the COVID pandemic, we are seeing our late cancellation rate increase. 

This puts us in a ticky spot as:

• It is not the clients fault they are falling ill & we don't think they should be hit with a cancellation fee, particularly if an undesirable side effect of a policy is that it encourages the client to come in when they are sick. 

So my question is as I am sure this is not isolated to us. How is everybody else handling this scenario? I can't seem to find any good waitlist apps which fits with beauty. Any other alternatives?

Thanks!

[Doran]

I've noticed this too. 

At first, I would waive the cancellation fees and announce on Instagram stories that a spot opened up for that day or time slot.  It usually filled itself.  

Then I noticed it was the same few clients.  

Now for repeat offenders, I charge the full cancelation fee.  

I'll now waive the first fee but that is it.  

And, just for context, my daughter goes to speech therapy.  She's been sick twice this year on days she was due to go and since her day is Monday it isn't easy to call and cancel within the 48-hour window.  They don't count Saturday/Sunday.  So I'd have to call by Thursday to cancel for Monday.  They charged me both times for a late cancellation.  

All my stylist friends are still charging late cancellation fees.  And, if some show up sick they send them away with a late cancel charge.  

[MayaP]

Hi @LongbeachBeauty & @Doran,

Thanks for reaching out!

I agree your clients should not have to pay a fee if they end up getting covid and need to cancel. 

Let me investigate further and see if there is any workaround my team has seen. 

Thanks for bringing this to our attention because I am sure more sellers are having this issue, and needs to be addressed. 

[HairGuyLancer]

This is my COVID cancellation policy on my website.
If they cancel, I simply do not invoice them for a late cancellation/no show fee. 
https://www.yourhairguy.com/covid-19-safety-information

[MayaP]

Hi Guys!

I did get a little bit of an update from our team. It is definitely something our team is looking to add. But I cannot confirm, nor am I able to provide you with a timeline. 

I’m sorry that I don’t have more detailed information to share. But keep an eye out over the next few months, for sure.

We appreciate your patience! 

[Bronze_Palms]

I definitely struggled with this as well. I waived them because it is not their fault, but unfortunately that directly impacts revenue and I cannot fill that slot. 

I actually had a covid cancellation today and was really contemplating charging but really worry about a negative review because of that.

I decided to cancel her free of charge, reply to her email, then offer her a self tanner if she still wants to be tan. I explained what makes our self tanner so good and how she could pick it up contactless.

[Bronze_Palms]

I've noticed this too - I give grace the first time and after that, I charge. I know this is a time to wait it out but its too big of a coincidence to always late cancel with that excuse