Cancellations and no-shows are a headache for any serviced-based business, but sometimes these are inevitable. While it’s important to protect yourself from lost business and revenue, we do need to be understanding for times when this can’t be avoided. Having a fair and transparent cancellation policy in place helps both you and your customers to plan effectively.
Have you considered introducing a cancellation policy?
You may not think it’s necessary, but a lost appointment can never be regained, so it is worth considering implementing a cancellation policy to set out what will happen if a customer is unable to make the appointment they booked. Normally customers are able to cancel for free if they provide a certain amount of notice, which can be set by you. After this, fees are charged at your discretion.
What are the key benefits of having a cancellation policy?
A cancellation policy is a great way to protect yourself from lost business and revenue, plus it can also indicate to customers that you are committed to and will protect each appointment time. A cancellation policy will hold your customers accountable and make them aware of the consequences should they decide to cancel at the last minute or not show up at all. .
“Square has streamlined my business and brought it to another level. Our no-show appointments are now a thing of the past.”
– Abbey Shepherd, Simply Stunnin’ Hair and Beauty
How to set up a cancellation policy with Square
With Square Appointments, you can ask your clients to add their payment card when booking an appointment with you online. Your client won’t be charged at the time of booking, however if your client doesn’t show up, or cancels outside of your cancellation window, you can choose to enforce your cancellation policy. You can also send automatic confirmation and reminder messages to your customers to remind them about their upcoming appointments.
Writing a cancellation policy from scratch can be tough. You need to strike the right balance between firm and fair. You also need to use the right tone. Square Appointments makes it easy for you by populating a pre-written cancellation policy that inputs your preferred cancellation window and cancellation fee preferences e.g. a fee for each service or a flat fee per appointment. You are also given the option to add or adapt the policy to suit your business.
What is the best way to enforce your cancellation policy?
With Square Appointments, if a client requests to cancel or modify an appointment outside of your cancellation window, you’ll be given the option to enforce your cancellation policy. Even if you have a cancellation policy enabled, policy enforcement will be at your discretion. You have two weeks (14 calendar days) to choose to charge your customer. If you do so, they will receive an email notification, including any note you add, informing them of the appointment cancellation and any resulting fee. Your client will also be reminded of your policy if they attempt to cancel outside of your cancellation window.
Protect your business revenue and introduce a cancellation or no-show policy with Square today.
To learn more about Square Appointments, visit https://squareup.com/au/en/solutions/hair-salon
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