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.
 


ADVERTISE . CONTACT US

Leisure Media, Portmill House, Portmill Lane,
Hitchin, Hertfordshire SG5 1DJ Tel: +44 (0)1462 431385

©Cybertrek 2017

ABOUT LEISURE MEDIA
LEISURE MEDIA MAGAZINES
LEISURE MEDIA HANDBOOKS
LEISURE MEDIA WEBSITES
LEISURE MEDIA PRODUCT SEARCH
PRINT SUBSCRIPTIONS
FREE DIGITAL SUBSCRIPTIONS
 
Spa Business - Book4Time Inc: Turn cancellations from a headache into revenue with these simple steps
18 Dec 2017 Spa Business: uniting the world of wellness
 
 
HOME
JOBS
NEWS
FEATURES
PRODUCTS
FREE DIGITAL SUBSCRIPTION
PRINT SUBSCRIPTION
ADVERTISE
CONTACT US
Sign up for FREE ezine
Product news

29 Sep 2017

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
Katherine Daniels launches professional eye mask   11 Dec 2017

Katherine Daniels launches professional eye mask

UK skincare brand Katherine Daniels has launched the Instant Effect Eye Mask, a professional- strength eye mask.

Sofri launches Colour Energy cosmetic range into UK spa market   06 Dec 2017

Sofri launches Colour Energy cosmetic range into UK spa market

Sofri Energy Cosmetics has launched its Colour Energy range of holistic skincare into the UK spa market.

Dermalogica to open flagship London store   04 Dec 2017

Dermalogica to open flagship London store

Skincare brand Dermalogica is opening its largest UK store this month in Sloane Square, London.

Bamford Haybarn opens New York spa with English design and eco-friendly products   28 Nov 2017

Bamford Haybarn opens New York spa with English design and eco-friendly products

UK-based luxury day spa operator Bamford Haybarn Spa, founded by organic pioneer Carole Bamford, has opened its second US location.

Elemis to launch targeted 'glow' kits   28 Nov 2017

Elemis to launch targeted 'glow' kits

Luxury British skincare brand Elemis has announced that it will launch a range of cleansing collections in the new year.

Scrummi Spa launches eco-friendly headbands   27 Nov 2017

Scrummi Spa launches eco-friendly headbands

Scrummi Spa, a UK-based supplier of eco-friendly spa linens, has expanded its range of towelling products with the launch of its new single-use headband.

Everyone Active names International Institute for Anti-Ageing as new partner   27 Nov 2017

Everyone Active names International Institute for Anti-Ageing as new partner

Leisure operator Everyone Active has announced a partnership with the International Institute of Anti- Ageing (IIAA).

TAC honoured in 'Austria's Leading Companies' awards   23 Nov 2017

TAC honoured in 'Austria's Leading Companies' awards

Austrian spa-software development firm The Assistant Company (TAC) has won an award in 'Austria’s Leading Companies', a business competition that recognises Austria’s most successful companies.

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



in this issue

• Awards celebrate workforce success
• Operator reveals naming rights strategy
• Harry and Meghan 'potent mix' for tourism



Spa jobs




Spa Therapist
Salary: Competitive
Location: Jersey, United Kingdom
Company: Grand Jersey Hotel and Spa
Spa Therapist
Salary: Competitive
Location: Taplow, United Kingdom
Company: Cliveden House
Complementary and Beauty Therapists
Salary: £10.00 per hour + Commission on Product Sales
Location: Bath, United Kingdom
Company: Thermae Bath Spa
Spa Therapist
Salary: Competitive
Location: Broadway, Worcestershire, United Kingdom
Company: Dormy House
Spa Therapies Supervisor
Salary: £20,696
Location: Mawgan Porth, Cornwall, United Kingdom
Company: Bedruthan - The Scarlet
Diary dates
Powered by leisurediary.com




11-12 Jan 2018

Spa Marketing Seminar

tbc, Cologne, Germany


12-14 Jan 2018

BodyPower India Expo

Bombay Exhibition Centre, Mumbai, India




Spa Business magazine 2017 issue 4
Spa Business
2017 issue 4

View issue contents
View on turning pages
Download PDF
  Editor’s letter:
Liz Terry shares her thoughts More>>
  Spa Foresight:
A look at the trends that will have the biggest impact on spas in the future More>>


Spa Business magazine 2017 issue 3

Spa Business
2017 issue 3

View issue contents
View turning pages
Download PDF
  Ask an Expert: Mental wellness
What role can spas play in helping people live a more mentally well life? More>>
  Promotional feature: Living Earth Crafts
California-based Living Earth Crafts has further transformed the massage experience for both client and therapist with the launch of two new high-specification treatment tables More>>


Published by The Leisure Media Company Ltd Portmill House, Portmill Lane, Hitchin, Herts SG5 1DJ. Tel: +44 (0)1462 431385 | Contact us | About us | © Cybertrek Ltd