I used to be "The Nice Stylist." Client ran 20 minutes late? "No worries!" Client forgot to come? "It happens, babe! See you next time."
Then I did the math. In 2023, I lost $6,400 to no-shows and late cancellations. That's a vacation to Bali. That's a down payment on a car. I wasn't being "nice." I was being robbed.
Why Clients Ghost You
It's not because they are evil. It's because they don't respect your business. And they don't respect your business because you don't.
If you allow people to book without a card on file, you are telling them: "My time has zero value until you show up." Psychologically, an appointment with no financial commitment is just a "maybe" in their calendar.
The Fix: The "Velvet Rope" Method
You need to put up a velvet rope. Exclusive clubs have lines. Exclusive stylists have policies.
1. The Deposit (Non-Negotiable)
"I don't want to scare away new clients!" Good. Scare them away. The client who is scared of a $25 deposit is the same client who will no-show you. A deposit is a "flake filter."
I use Miali to collect a 30% deposit automatically. If they cancel within 24 hours? I keep it. If they show up? It goes toward their service. Fair. Simple.
2. The Automation
You cannot rely on your memory to send reminders. "Oh shoot, did I text Jessica?" Too late. She forgot.
My system sends three nuisances:
- Email: Immediately upon booking.
- SMS: 24 hours before.
- SMS: 2 hours before.
"I can't wait to see you! Please remember our cancellation policy."
3. The 15-Minute Rule
My door locks at 15 minutes past the hour. "But I'm in traffic!" I live in traffic too. I'm still on time. If you take a late client, you punish the next client who was on time. Why punish the good client for the bad client's mistake?
The Script
Here is how to enforce this without sounding mean.
"Hey lovely! Just a heads up that my new booking system automatically cancels appointments that are 15 minutes late so I can stay on time for everyone. Please aim to arrive 5 mins early to park!"
Professional. Firm. Kind.
Conclusion
Your time is your inventory. Once an hour is gone, you can never sell it again. Protect it like it's gold. Because it is.
Automate your boundaries. Let Miali handle the deposits and reminders so you never have to have the "awkward conversation" again.