How to reduce no-shows at your salon
The most effective ways to reduce salon no-shows are automated appointment reminders, requiring deposits for bookings, and implementing a clear cancellation policy. Salons using these strategies together typically see significant reductions in missed appointments.
Why clients miss appointments
Before fixing the problem, it helps to understand why it happens. Most no-shows aren't malicious—common reasons include:
- Forgetting: Life gets busy, and appointments slip people's minds
- Scheduling conflicts: Work, family, or other commitments arise
- Difficulty rescheduling: If it's hard to change an appointment, some clients simply don't show up
- No financial commitment: When there's nothing at stake, cancelling feels easier
Proven strategies that work
1. Automated appointment reminders
Sending reminders at the right times helps clients remember their appointments. Send reminders 24-48 hours before (gives clients time to reschedule if needed), and 2-3 hours before (a final prompt for the day's appointments). SMS tends to have higher open rates than email. The key is consistency—every appointment should trigger reminders automatically.
2. Deposits and prepayments
Requiring a deposit creates accountability. When clients have already paid something, they're far more likely to show up or reschedule properly. Consider a fixed deposit amount (e.g., $50), a percentage of the service cost (e.g., 25-50%), or higher deposits for services that are harder to fill if cancelled.
3. Clear cancellation policies
A written policy sets expectations. Include how much notice is required (24-48 hours is common), what happens if they cancel late (deposit forfeiture, cancellation fee), and how they can reschedule (ideally self-service online). Make the policy visible during booking so there are no surprises.
4. Make rescheduling easy
Clients who find it difficult to reschedule might just not show up instead. Offer online self-service rescheduling, clear instructions on how to change appointments, and reasonable notice windows for changes.
5. Appointment confirmations
Ask clients to confirm their appointment 24-48 hours before. This identifies potential no-shows early, gives you time to fill the slot from your waitlist, and reminds clients without being pushy.
What to avoid
- Aggressive policies: Charging 100% for any cancellation can feel punitive and damage client relationships
- No flexibility: Life happens—allow reasonable exceptions for genuine emergencies
- Over-communication: Too many messages can annoy clients and lead to them ignoring reminders
Measuring improvement
Track your no-show rate monthly to see if your changes are working. Calculate it as:
(Missed appointments Ă· Total booked appointments) Ă— 100 = No-show rate %
Any reduction is progress. Even cutting no-shows from 15% to 10% makes a meaningful difference to your revenue.
Related features
Ready to try Bella Booking?
Start your free trial today. No credit card required.
Australian-owned business. Sydney-based support team.