Barber Shop Cancellation Policies
4 min - Published on
Learn how to handle no-shows, refund fiascos with professionalism and clients constantly being late.
Managing a barber shop is a full-time job, but it’s not one that should also keep you up at night. But in your day-to-day operations, you will run into any one of these issues more often than not. You can either rely on wishful thinking or you can take the first step towards ensuring that you’re covered, by implementing a set of policies.
What is a policy?
A policy is a set of rules that define the boundaries in place while servicing your client and the set of actions you are allowed to take if these rules are broken. You might think you’re not as cool now, but in reality, you are protecting yourself from future problems, especially if you have to deal with difficult clients.
They are also great for your clients. Think about when you go online to book a hotel room. One of the things you check is the cancellation policy and you factor that in when you decide which room to pick. The same thing might happen for some of your clients. Some people might have hectic schedules and they want to be able to cancel their appointment when their plans shift. Conversely, your business can only take so many late cancellations.
The key is to strike a balance between being flexible and keeping your barbers busy. Most importantly, make sure the policies are clear, understood and implemented.
Are you managing a Barber Shop and could use some help creating and enforcing policies? Check our Organisely and let us help you with that.
Most barber shops can probably tolerate being 5 minutes late every now and then. But if the client gets there 30 minutes late for every other appointment, that can mess up your schedule for the day. Your barber will likely have to sit by until the client arrives. At that point, your client either gets a rushed service, which could turn into an awful review or your barber has to delay all other clients, which might result in even more disappointments. Either way, you need to set that boundary with your clients.
Here’s an example phrasing of how you might turn this into a policy:
In order to value the time of both our clients and staff, we ask you to arrive in time for your appointment. Arriving more than 15 minutes late will impose a 20% percentage fee of your service booking and late arrivals which are more than 30 minutes late will forfeit the appointment and will need to be rescheduled.
You could make sure your clients are made aware by including the policies link inside the confirmation booking email you send them after booking their appointment or include the policy as part of the confirmation page they see when confirming their presence for the booking, using SMS reminders.
It’s 6 am on a Saturday and your alarm goes off. You wake up excited and prepare for your day as you’ve got your 9 am appointment starting soon. You take your coffee to go and you arrive by 8:30 to set up everything in order to deliver another stunning trim.
It's 8:55 and you get the call: “I’m sorry I’m going to have to cancel our appointment for today. Something came up. Can we reschedule?”
You sigh and look at your calendar to find your next available slot, thinking you’ve also refused a few other clients for this sought after Saturday morning slot.
Ultimately, time is money and you’ve just lost some… you might be lucky if some early bird walks in for a haircut, but in reality, almost all situations like this will cost you money. Every hour your barber chair is empty you’ve lost some money, so it’s crucial you implement a late cancellation policy. You can have your clients pay in advance a reservation amount, enough to cover your late cancellation fee.
No matter how good you are or how much passion you put into your work, someday someone will eventually request they get refunded. Don’t get demoralised, it happens and it’s important to remember you can’t please everyone.
Mistakes happen and it’s best to correct them to keep your client happy and avoid any negative reviews which could damage your business long term. You could implement a policy to offer a refund of services or offer a discount for next time’s cut - depending on how flexible you want to be!
Read these next
With its visual nature, large number of users, wide reach, ease of use, and other features that make it easy to find, research, and learn about brands, Instagram has become one of the leading social media tools that brands use to increase awareness and promote their business.