It’s sad to say, but these days, even on regular days, there are a lot of clients who are plotting how to get their hair done without paying for it. Whether it’s claiming fraud on credit card services, like they didn’t get the services, saying they don’t like a huge color transformation a day or two after and that they want a full refund and any other number of ways. During the holidays, multiply that. And don’t forget how much no shows and/or late cancellations can affect your bottom line.
So how can you protect yourself?
a) If a client reports to their credit card or payment processor that you didn’t perform a service, you will need proof. If you have cameras in your salon that record people coming and going, and how their hair was before and after, that’s great. Save your recordings, just in case. If you don’t, be sure to take before and after photos.
b) Also, use a paper sign in sheet or release form with date and time slots - and their printed name and signature (which should coincide with their appointment of your book).
c) For any services that will block more than 2 hours, require a non refundable deposit (that will be credited to their service once they’re there), but will be forfeited in the event of a less than 24-48 hour cancellation or no show.
d) For big transformation services, i.e. color correction, big chop, balayage, extensions, use a clear release form that outlines all of the possibilities that you’ve gone over with them and have them print, sign and date it, stating that they understand, and that there are no refunds.
e) Don’t do ‘big’ services on new clients. Schedule a Consultation appointment and a Hair Prep appointment, so you’ve seen them at least 2 times before their transformation and you can make sure they’re committed to the process as well.
f) Only take referrals as new clients until the first of the year.
g) Have a clear cancellation and/or 'no show' policy in place, and don't be afraid to enforce it. This is your livelihood, and if you don't take it serious, no one else will. If you use an online booking platform, be sure that your policies are clearly spelled out and require the client to sign off that they agree to them, before they can even schedule their appointment.
Here's hoping that you have a fabulous and prosperous holiday season. To read the rest of my top tips for November, I've created a To-Do list to conquer the month with confidence. Check out the full list here.
Miki Wright, founder of www.BeautySuperStars.com and host of the Beauty SuperStars Talk Podcast, is respected as a leader in the Beauty Industry. Wright, a Salon Business Coach and Pricing Strategist, has been a long time Educator at many of the top Hair Shows in the country. She continues to share her knowledge to help Beauty Pros create the clientele, income and lifestyle they desire with her Signature Course The Luxury Hairstylist Blueprint and other online classes.
Beauty SuperStars Talk gives beauty enthusiasts a backstage pass to ‘Experts in Beauty’ and offers interviews that celebrate Black Beauty Bosses who are excelling in the Beauty Industry. Follow her on https://youtube.com/mikiwright
Wright is the former Owner of Fabulous Finishes Salon and Day Spa, which was one of the first African-American owned spa facilities in the country! In addition, her salon was selected by Salon Today Magazine as one of the “200 Fastest Growing Salons” in the country, for three consecutive years! Be sure to grab your FREE copy of the Hairstylist's Power Pricing Workbook at https://www.beautysuperstars.com/pricing