No-Shows: What You Can Do About It

Why Are No-Shows a Problem?

It Costs You Money

Every hour you have reserved but left unfilled is lost income. You could have had another paying client in the chair, but instead, the time goes to waste.

It Disrupts Your Scheduling

Your schedule is likely carefully planned to maximize productivity. When a client doesn’t show up, your workday is suddenly interrupted, leaving you with an unexpected gap where you earn nothing.

It Creates Uncertainty

Think about the energy you spend worrying if a particular client will show up or cancel last-minute. This can affect your overall service level and job satisfaction.

Your Time Has Value

Your time is the most valuable asset in your business. If you don’t value it, some clients won’t either. This isn’t about being strict or inflexible—it’s about ensuring that you can continue delivering top-quality service to all your clients.

Calculate Your Hourly Rate

How much do you need to earn per hour to cover rent, wages, and products? Knowing this helps you determine a reasonable cancellation fee or no-show charge.

Encourage Clients to Respect Your Time

Clearly communicate your cancellation policy on your website, booking portal, and in the salon to show that your time is valuable.

No-Show Fees: Legal Guidelines

You Must Inform Clients in Advance

According to Danish consumer law, you are allowed to charge a no-show fee for missed appointments. However, you must clearly inform clients of the conditions and fee amount before their booking. If they were not properly informed, they can dispute the charge.

Where to Display Your Policy:

• On your website (under "Terms & Conditions").
• In your online booking system (as a pop-up or acceptance checkbox).
• Via SMS or email reminders before the appointment.

The clearer your policy, the fewer misunderstandings will occur. Clients are also more likely to show up or cancel in advance if they know a fee applies.

How to Handle a No-Show Professionally

1. Contact the Client

Send a polite message or email letting them know they missed their appointment and that a no-show fee applies (if they were informed beforehand). Stay professional and non-accusatory.

2. Charge the Fee

If the client paid a deposit or provided credit card details through online booking, it’s easier to process the charge. Otherwise, send an invoice or a payment request via MobilePay (if available). Attach a brief explanation (e.g., "Confirmed appointment, no cancellation received").

3. Decide If You Want to Keep the Client

If a client repeatedly no-shows (e.g., 3 times), consider whether they are worth keeping. People can change, but experience shows they rarely do. This is a rational business decision, not a personal one.

What If You Feel "Too Strict"?

Many beauty professionals struggle with the idea of charging for a "service not provided". But remember:

• You did provide something—your reserved time and operational costs (rent, utilities, staff, etc.).
• You could have booked another paying client in that slot.
• Having a no-show fee is not about being strict—it’s about protecting your business and respecting your time.

Positive and Motivating Approaches

Think of Yourself as a Business Owner

Your time is your income – protect it the same way you protect the quality of your services.

Better Service for Everyone

When clients cancel in advance, you can fill the slot with another client, reducing downtime and ensuring better service for all.

Build Trust and Loyalty

Clients who respect your time will appreciate your professionalism. Setting boundaries strengthens relationships in the long run.

Practical Tips to Reduce No-Shows

• Set Clear Rules – Have a simple policy like: "Cancellations within 24 hours or no-shows will be charged a fee of €XX."
• Send Reminders – Use SMS or email reminders 24-48 hours before the appointment. This significantly reduces no-shows.
• Require Deposits – For high-value services (e.g., major hair treatments or tattoos), deposits help ensure clients show up.
• Politely Let Go of Habitual No-Shows – If a client misses 3 appointments, you can stop accepting bookings from them. Kindly explain: "Unfortunately, due to repeated missed appointments, we can no longer offer bookings. We need to ensure our availability for clients who attend their scheduled appointments."

In Short:

This isn’t about punishing clients – it’s about clear communication that your time has value. By setting boundaries and enforcing a transparent cancellation policy, you not only protect your business but also improve client relationships. Clients respect professionals who respect their own time. Removing a repeat no-show client frees space for reliable clients. Your mood matters – don’t let frustration from missed appointments affect your day. Ultimately, having a no-show policy ensures you can focus on what you love—delivering great service without stress over lost income and wasted time.