Mind the gaps

Reduce no-shows and late cancellation losses by up to 60 per cent with Deposits from Fresha

Fresha Founders Nick Miller (R) and William Zeqiri (L)

Fresha Founders Nick Miller (R) and William Zeqiri (L)

Promotion – Fresha

Salons lose thousands of pounds from no-shows and late cancellations, costing the UK hairdressing industry millions in lost revenue every year. Take an average client spend of £40 – just eight missed appointments a week could lose your salon more than £14,000 a year! Almost a quarter of cancellations occur on the day, so you’re often left with little time to try and fill the slot. Resolving this issue can significantly protect your business.

Fresha is reversing this trend by reducing no-shows and late cancellations by as much as 60 per cent, due to its free appointment reminders, booking confirmations, online card protection and a new deposits feature. Chief executive and founder, William Zeqiri, explains why the team has homed in on this issue: “Fresha has already processed more than 250 million appointments, so reducing the scale of this issue for our partners is a priority. We’re already achieving amazing loss reductions for them.”

Five tips to protect your salon…


1. Create a fair cancellation and no-show policy 

Create a cancellation policy that’s fair to clients and reflects the scale of the problem for your business. Publish it on your website, and when clients book it can be clearly displayed at the ‘confirm with a card’ stage.

Ursula Moore at Bond Shoreditch gives clients the option to cancel up to 48 hours before the appointment without being charged. She then charges 30 per cent for a late cancellation and 50 per cent for no-shows. This policy has resulted in just three no-shows in 18 months.

2. Send appointment confirmation notifications and reminders 

The automated email and SMS appointment confirmation notifications and reminders from Fresha are a great way to remind clients about their appointment – and your cancellation policy. These can be sent at intervals, giving clients ample time to cancel or reschedule without being charged.

Fresha Business App tile

3. Take a deposit 

Fresha’s new deposits feature requires clients to pay to secure their appointment. This is deducted from their bill at the payment stage, and if a client doesn’t show up salons can retain the deposit as a no-show charge.

4. Be flexible and understanding 

A loyal client not turning up might indicate a genuine reason or problem, so communicate with them and respond to unforeseen circumstances fairly and sympathetically.

5. Take action to manage repeat offenders 

If a client continually fails to show up, Fresha partners can prevent them from booking online. This gives salons a last resort after every other option has been exhausted.

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