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Congratulations to Christine Swetland of the Vitality Skin&Body, Vacaville, California, who won the fabulous Pevonia gift basket for answering last month’s Vocal Point question: “What is your spa's successful cancellation policy?"
How many brands do you carry in both retail and back bar? Do you pick and choose, or stick to one line?
My clients are made aware and sign a declaration stating that a missed appointment without 24 hours notice will result in full payment of said missed appointment. Now, I am aware that things come up; sicknesses and emergencies happen. If it's a matter of just plain flakiness, then I hold strong to that policy. If it is, however, due to illness, emergency or a very rare missed appointment, then I have room to forgive it. I also have a signed policy on me stating that if I miss an appointment without 24-hour cancellation (I flaked on the client), then their next appointment is free. It keeps us all in line and I have very few missed appointments.
—Christine Swetland, Owner/esthetician/massage therapist, Vitality Skin&Body, Vacaville, CA