SUPPLIER NEWS
Turn cancellations from a headache into revenue with these simple steps
29 Sep 2017 . BY Emma Harris
Sending appointment reminders to your clients can help reduce cancellations and no-shows
Cancellations are a big headache in the spa and salon business. They cost you revenue and mess up your schedule. You can’t avoid them – but you can minimise the damage.

There are several measures you can take – such as asking for a credit card deposit at time of booking and sending out reminders – but there is no one solution as it differs from business to business and situation to situation.

Let’s have a look at the steps you can take.

Set parameters
First things first, you must have a policy in place. This doesn’t mean you will always stick to that policy – there are situations in which you might waiver from it – but it’s better to have a starting point and to set parameters.

Consider different rules for different types of bookings and booking times. You want to maintain your cancellation policy, but still have the flexibility to show empathy and be able to say: “I totally understand that your car broke down.”

Be sure to communicate your policy to your guests. You can’t enforce it if they’re unaware of it.

Use your available resources and tools
Use your own data to track revenue lost through cancellations. With Turn Away Tracking, you can track times with high cancellation rates, equate that to a cost and look at trends.

Then, if you know people are more likely to cancel a Sunday morning 9am appointment, you might charge a 50 per cent deposit for those specific reservations.

Empower your staff to make decisions
Your front desk staff should be empowered to make decisions regarding who is charged for a no-show and who isn’t, without needing to pass it on to a manager or director, and they should be supported in their decisions.

Exercise good judgement and remember you’re in the guest experience business
Judgement is key. How hard are you going to enforce your cancellation policy if you’re losing $50 revenue on one 45-minute manicure, or losing $320 on a couples’ massage? Is it worth it?

If you’re a hotel spa, you would probably not charge a hotel guest who is already paying $500 a night for a missed $150 massage.

We are in the industry of providing customer satisfaction, so we have to be aware of the point at which charging guests for no-shows negatively impacts upon building your customer base.

Find out how Book4Time’s turn-away tracking can support your cancellations; book a demo with us today.
 


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Spa Business - Book4Time Inc: Turn cancellations from a headache into revenue with these simple steps
17 Oct 2017 Spa Business: uniting the world of wellness
 
 
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Turn cancellations from a headache into revenue with these simple steps

Supplier: Book4Time Inc
More Book4Time Inc details


Turn cancellations from a headache into revenue with these simple steps

Sending appointment reminders to your clients can help reduce cancellations and no-shows
Cancellations are a big headache in the spa and salon business. They cost you revenue and mess up your schedule. You can’t avoid them – but you can minimise the damage.

There are several measures you can take – such as asking for a credit card deposit at time of booking and sending out reminders – but there is no one solution as it differs from business to business and situation to situation.

Let’s have a look at the steps you can take.

Set parameters
First things first, you must have a policy in place. This doesn’t mean you will always stick to that policy – there are situations in which you might waiver from it – but it’s better to have a starting point and to set parameters.

Consider different rules for different types of bookings and booking times. You want to maintain your cancellation policy, but still have the flexibility to show empathy and be able to say: “I totally understand that your car broke down.”

Be sure to communicate your policy to your guests. You can’t enforce it if they’re unaware of it.

Use your available resources and tools
Use your own data to track revenue lost through cancellations. With Turn Away Tracking, you can track times with high cancellation rates, equate that to a cost and look at trends.

Then, if you know people are more likely to cancel a Sunday morning 9am appointment, you might charge a 50 per cent deposit for those specific reservations.

Empower your staff to make decisions
Your front desk staff should be empowered to make decisions regarding who is charged for a no-show and who isn’t, without needing to pass it on to a manager or director, and they should be supported in their decisions.

Exercise good judgement and remember you’re in the guest experience business
Judgement is key. How hard are you going to enforce your cancellation policy if you’re losing $50 revenue on one 45-minute manicure, or losing $320 on a couples’ massage? Is it worth it?

If you’re a hotel spa, you would probably not charge a hotel guest who is already paying $500 a night for a missed $150 massage.

We are in the industry of providing customer satisfaction, so we have to be aware of the point at which charging guests for no-shows negatively impacts upon building your customer base.

Find out how Book4Time’s turn-away tracking can support your cancellations; book a demo with us today.



Product news
Spafinder enhances offer with additional partner services   09 Oct 2017

Spafinder enhances offer with additional partner services

Wellness rewards and incentives brand SpaFinder has introduced new gift card technology, enhanced distribution channels and additional partner services as part of efforts to “more effectively connect to consumers”.

Beata Aleksandrowicz to partner with Huvafen Fushi   07 Sep 2017

Beata Aleksandrowicz to partner with Huvafen Fushi

Luxury resort Huvafen Fushi has announced a new partnership with Pure Massage Treatment Method creator Beata Aleksandrowicz.

Gharieni opens super branch in the Netherlands   06 Sep 2017

Gharieni opens super branch in the Netherlands

Spa and wellness equipment manufacturer Gharieni has combined its branches in Belgium and the Netherlands, to create a super branch.

The Madison Collection announces charitable partnership with Wine to Water   06 Sep 2017

The Madison Collection announces charitable partnership with Wine to Water

Luxury linen manufacturer The Madison Collection has partnered with Wine to Water in SOFLO (South Florida) a non-profit organisation committed to providing clean drinking water.

Katherine Connolly joines Anne Semonin   31 Aug 2017

Katherine Connolly joines Anne Semonin

Parisian skincare brand Anne Semonin has named Katherine Connolly as its global director of retail and spa operations. Connolly joins from ESPA, where she held the role of international business director.

Lisa Starr to host seminars in South Africa and Mauritius   30 Aug 2017

Lisa Starr to host seminars in South Africa and Mauritius

Wynne Business senior consultant Lisa Starr is set to present several seminars at two African countries in the coming weeks.

Memberships managed with Premier Software   29 Aug 2017

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Looking for a software solution to track memberships while increasing client numbers and revenue?

Pure Massage launches new technique   24 Aug 2017

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Pure Massage has debuted a new massage technique designed to improve body alignment, flexibility and boost energy levels.

Company details



Book4Time Inc

Book4Time emerged in the health and wellness market as the first provider of cloud-based spa management solutions. In less than 8 years, Book4Time has become the leader in guest management, revenue and mobile solutions for the world’s most exclusive spas. Book4Time is the only enterprise SaaS technology designed to support international hotel/resort spas and multi-location day spas. The Book4Time brand portfolio includes Four Seasons, Hyatt and Starwood Hotels & Resorts as well as many other world-renowned spa brands located in over 50 countries worldwide.

Book4Time Inc
Markham
Ontario
Canada

Visit website

More Book4Time Inc details



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