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4 Reasons Why Clients Cancel

Catherine Frangie May 2014 issue of Skin Inc. magazine
4 Reasons Why Clients Cancel

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Have you ever wondered why clients make and then cancel their appointments? Does it happen more often then you are prepared to admit? Is there anything you can do to stop cancellations? Here are a couple of the most common reasons clients cancel and some advice for how to stop it from happening to you.

1. Frequent delinquent

Some clients feel embarrassed to say that a bi-monthly peel is more than they want to commit to, so they allow you to rebook them, but then cancel the day of the appointment. Instead of not rebooking the client, check in with them and see if they are happy with the schedule they are on, and give them some leeway for when they should rebook. For example, you might offer this: “Is the every-other-month time-frame still working for you?” Now, stop and let the client answer. If she says “yes,” then that’s terrific! But, if she says “no,” you’ve learned some valuable information about what your client wants and needs. Instead of seeing it as a longer time between a paying client, view it as a method of saving a client from canceling and not ever coming back in.

2. Schedule struggle

Although you have had the same operating hours for years and everyone is well acquainted with your schedule, have you ever noticed that there’s one client who makes appointments at 4 pm and never seems to be able to make it? You may feel like you are offering clients any and all options for appointments, but there is always one client who needs special consideration when scheduling. Perhaps they travel, work odd hours or have family obligations that prevent them from being in the spa during your regular business hours. If you notice a pattern, address it right away by asking, “What is a convenient time for your appointment?” Once told, try your best to accommodate the request. The difference could be as simple as working a couple of Sunday afternoons a year, which is a lot better than losing that client to another skin care facility because of your inflexible scheduling policy.

3. Altered states

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