As we start the new year, I take time to reflect on ways we can improve the business both for our guests and our team. When I first set out to open my own salon I received a lot of feedback from potential guests about their issues with salons in the past. If you can’t identify a problem and solve it, what is your purpose? A few people mentioned their annoyance with the pressure to provide a credit card for a service. They felt there was a level a pretension of which I could agree with, at that point. I wanted to shatter the walls of pretension, ego and attitude with my salon. I didn’t want white washed walls and a clinical feel. I wanted a warm, inviting atmosphere where people felt like they were a guest in my home. I have tried to utilize that thought process in my policies and procedures.
One of my philosophies as a business owner is “take care of your team, they will take care of the guests.” The number one thing people ask for in a healthy work environment is respect and I try my best to give my team what they deserve. In this industry time is money. As stylists we are not paid a salary, but a commission of our sales. As business grows, desire for specific stylists increase and their time becomes more valuable. In order to run efficiently and provide our guests with the best experience possible we must take full advantage of every minute we have.
Another philosophy I have “if it’s broke, fix it.” I’m continually (even to my teams annoyance) changing the way we do things. If you are a regular guest you will notice the salon is set up a little differently every time you visit. My pride will never keep from stepping back and saying, this isn’t working, how can we improve it. So that leads us to this post.
After a very busy holiday season, I reflected on our numbers and spent some time determining where we could improve. I was shocked by the number of cancellations and no shows we had in the past 90 days. While there are many reasons guests will find themselves doing this, there is a level of respect I must ask from any future and present guests in order for the ship to continue to sail smoothly.
We do our best due diligence to send reminders our guests. Provided you give your correct email and cell phone number at the time of your appointment, you receive (1) notification at the time of booking, (1) notification 24 hours before the appointment and (1) final reminder an hour before the appointment. You are the given the opportunity to confirm during each of these occasions and to even cancel or amend via the emailed link. Guys, we even have a phone number you can call (201) 685-7244.
Moving forward our cancellation and no show policy will be as followed (until I feel this is no longer working and we need to improve on it):
We will now ask for a credit card to hold any appointments over $75. The credit card will never be charged unless a cancellation within 24 hours of the appointment or a no show occur
s. Your information is secure via our point of sale system Vagaro and not stored physically at the salon or accessible by our team members. You will still need to provide payment at the time of your appointment.
Cancellations and No Shows affect our guests and our team. We understand life happens and sometimes cancellations will occur. However, in order to fill the space of a cancellation out of respect for our guests and staff, we kindly ask that you give a 24 hour notice of any cancellation. Any cancellations with less than 24 hours notice will be charged a $10 fee and all no-shows will be charged a fee of 25% of the total cost of scheduled services. All future appointments will require a credit card to secure services regardless of price.
As always, we are humbled and blessed you have chosen to spend your money and time with us. If you have any questions, comments or concerns regarding this new policy I encourage you to reach out to me personally.