BBP 041 : Dealing with Last Minute Cancellations, Late Arrivals and No Shows

What’s the most annoying thing about running your own beauty business?

I bet I’d get a few different answers to this question . . . but if we’re honest, as business owners, “Clients” have got to be one of the top three answers!

Clients are the lifeblood of your business, without them you don’t have a business. But there’s no doubt about it, sometimes some clients drive you MAD!

I’m talking about the ones who call or message you cancelling their appointment for the next morning . . . or worse later that day.

Then there are those that constantly turn up 15 minutes late for their appointment, and the absolute worst, NO SHOWS! The ones who don’t show up for their appointment and don’t even call to let you know!

So what can you do to lose those late cancellations, and remove no shows from your business for good?

In todays episode I share with you 6 tried and tested methods for dealing with these most annoying of clients . . .

Number 6 is so simple, but will almost guarantee no more no shows!!!

But before that. . . It’s October and tricks or treats are all the rage so so here’s a treat for you!

If clients failing to show isn’t your main problem with clients at this time of year and it’s more a lack of clients for some reason then how about I help you with that . . check out my FREE system to getting more clients:

How to Confidently Attract More Clients to Your Beauty Business

Sign up right now and the first email will be in your email in approximately 27 seconds!

Now back to our topic at hand. . . sit back, relax and check out my 6 tips by listening now.


Episode Highlights and Takeaways:

6 Tried And Tested Tips To Lose Those Late Arrivals, Late Cancellations And No Shows (04:20)

1.) Your Cancellation Policy (04:30)

“I mean it needs to be written down and referred to everywhere.”

2.) Enforcement (05:39)

“The initial power of the Cancellation Policy is in people knowing about it . . . it is up to you how you enforce it!”

3.) Pick A Card (07:31)

“You could opt to take credit card details to secure a booking. This is not a payment . . . just the card details which people are more open to.”

4.) Send Out Appointment Reminders (08:38)

“I’ve run tests on this and reminders alone reduce no shows by over 70%!”

5.) Deal with No Shows Professionally (12:35)

“It’s vital to treat your clients with respect and professionalism, so always listen to why they were late or failed to show for an appointment. Then put yourself in their shoes.”

6.) Take the Money (13:30)

“The strongest position to be in when dealing with any breaches of your Cancellation Policy is where you already have your clients money in your bank.”

Bonus Side Effects (15:20)

1.) It’s great for your business cash flow.

2.) Increases secondary spend on things like retail products and upgrades.


This Episode is brought to you by:

This episode of The Beauty Business Podcast was supported by Sideline.

Sideline makes it easy to separate your work and personal calls, switch off when your away from work but still able to leave your phone turned on. You can keep your personal number private and set up automated text messages to respond for you when you are busy!

You can even team up and share responsibility for a phone number with other members of your team!

Sideline isn’t just calls either . . . you can text, call, picture message everything giving you all the benefit of a second phone but at a fraction of the cost and none of the hassle.

Best of all right now listeners of The Beauty Business podcast can download sideline for iPhone or Android for a FREE 7 day trial. Just go to for more info . . .

I highly encourage you to check it out!

Sharing is Caring!

“A Cancellation Policy isn’t a magical wand that will stop clients messing you around in the future but it’s the first step and an essential tool in your toolbox.” – Adam Chatterley

Help a colleague or someone you know who’d be interested by sharing this quote or episode!

Plus. . .show your love and support by commenting or best yet by rating us on iTunes or any podcast website where we are available. By sharing and rating us, this will allow us to improve and also, create more episodes just for YOU!


Let’s Hear From You!

Now that you have my list. . . I want to know what’s worked, or NOT worked, for you?

Leave me a comment on the show notes page  . . . or I’ll create a post on the Facebook Group, BeautyBusinessHackers, for you to leave your stories, comments, thoughts and suggestions on there!

Leave a Reply

Close Menu