Issue link: https://www.ascpskindeepdigital.com/i/108113
Make Your Appointments Stick How to keep client cancellations to a minimum by Irene Diamond You begin your day with a full load of clients, but same-day cancellations and appointment changes can destroy your schedule. At the end of the year, these snafus could equate to hundreds, if not thousands, of lost dollars. Don't let it happen! One of the most frustrating things for any esthetician is thinking an appointment is secure, only to have the client cancel. Or, just as your appointment book is starting to fill up, the phone starts ringing with clients requesting to move sessions to another time, or reduce the scheduled length of a session. Even one lost appointment a week can dramatically affect your income. Just as important, when clients don't show, it can play havoc with the clinical results for which you are aiming. This, in turn, may affect their satisfaction with your work and ultimately whether or not they continue to see you or refer others to you. This is an aspect of your practice that you need to take control of, rather than letting clients run the show. If clients are moving appointments or cancelling on you at the last minute, you have not yet perfected your cancellation elimination program. Facial at 10 am What You Call Your Policy The first step in creating an effective cancellation elimination program is to always refer to your policy as a "Rescheduling Policy" rather than a "Cancellation Policy." This plants the seed in your client's mind that it is assumed she is not cancelling altogether. Get connected to your peers @ www.skincareprofessionals.com 27