ASCP Skin Deep

NOVEMBER | DECEMBER 2019

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ascp now offers advanced modality insurance! ascpskincare.com/ami 23 beautybuzz ESTY TALK No No-Shows What is your cancellation policy? How do you enforce it? VIA FACEBOOK If a client cancels or is a no-show more than twice, they have to prepay for all future appointments. If multiple appointments are being booked (for any client, new or repeat) a credit card must be on file. If they cancel in less than 24 hours, I charge 50 percent; for a no-show, I charge 100 percent. Melissa Markis Hall All appointments made online require prepayment. Less than 48 hours' notice (emergencies excepted) results in a 100 percent charge for the services they booked. If I can fill their appointment with someone from my waiting list, they are not charged. Nondy Llewellyn All of my services require a deposit to schedule. My scheduling happens via my website. The deposits are $25–$100, depending on the service. Deposit is lost if they no-show or if they cancel less than 24 hours in advance. Megan Cash-Burns My booking requires a credit card. When clients book online, they sign an acknowledgment of my cancellation/late policy, so if anyone were to say they didn't know and shouldn't be charged, I would point out the form they signed to book in the first place. I haven't had any issues yet! As far as clients calling to cancel within my no-no time frame, depending on sincerity, how apologetic they are, and Answer our next question: What's your New Year's resolution for growing your business in 2020? Email your answer to editor@ascpskincare.com. Your answer could appear in the January/February 2020 issue and may be edited for length and clarity. the actual excuse, I'll let one slide. If I sense that it's not a genuine excuse or they're a repeat offender, I tell them that the booking system automatically charges the card within the time frame I set and there is not a single thing I can do to stop it. Dani Larkin I don't enforce it, even though they sign a waiver. No-shows and last-minute cancellations don't happen too often, but if they do, I reiterate my policy and give them another chance. If they do it again, I don't book them anymore. Believe me, they'll know I'm not happy. I don't have patience for that and, honestly, I don't need clients like that. So, they are basically fired. Susan Rivera VIA INSTAGRAM If they cancel the day of their appointments three times, they're on same-day booking until they've kept three appointments. @rosaliafiske We ask for a card up front. They are given 24 hours prior to the appointment to cancel or reschedule. If either is done within 24 hours of the appointment or they no-show, I charge $30. If it's a true emergency, I will give them seven business days to make up the appointment or the $30 will be charged. Since I've done this, I've only had two or three cancellations in the past 1½ years, so it's a success for me. @simmer_down_day _spa I have a payment and policies page on my website that fully explains booking and 24-hour cancellations. My online booking system requires a card to book an appointment and allows me to charge that card in the event of a no-show or cancellations with less than 24 hours' notice. My online booking system also sends email and/or text appointment confirmations that highlight the cancellation policy to ensure things are completely transparent. @iker_is_mine

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