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Cancellations, rescheduling and no exhibits
The dialog we completely hate having is the one which makes us appear like essentially the most unfair salon within the universe.
That dialog is about cancellations, rescheduling and no exhibits.
In addition to posting about it on our socials, linking to it in each electronic mail, explaining it when an appointment is booked over the cellphone and it being acknowledged when appointments are booked on-line, we really feel you will need to write a weblog about it to clarify our coverage in additional element.
Once we launched Queen B in 2016 we had been one of many few salons within the UK to have a cancellation coverage in place and it created a little bit of a stir however our visitors then understood why we had this in place and the advantages they usually revered it.
A go to to Queen B may be very totally different to your regular salon go to; we’re by appointment solely which in fact means the time you’ve gotten booked is blocked out for the allotted time of your remedy.
We perceive everybody leads very busy lives which is why we function our enterprise this manner.
You’ve gotten a 2 hour appointment booked for 1pm, you might be seen on time and are prepared to go away and get on along with your day from 3pm.
No fuss, no stress, no being late on your subsequent assembly or your dinner date, it really works round you and your diary.
So what do cancellations, rescheduling and no exhibits really imply?
Cancellations
If you cancel an appointment since you are sick, one thing got here up, you forgot or no matter motive means you can not make your appointment so it’s worthwhile to cancel however have no idea when you may rebook for.
Rescheduling
Just about the identical because the above however you wish to change the date or the service.
No exhibits
Because it says on the tin, you simply don’t present up on your appointment, no cellphone name, no electronic mail, not even a provider pigeon.
Our coverage
If you e book an appointment at Queen B on-line, on the cellphone or in salon, we safe your appointment along with your card particulars and take a deposit of fifty% of the remedy(s) booked.
We clarify you could cancel, reschedule or modify your appointment with out cost anytime 48 hours earlier than the beginning time of your appointment.
Lower than 48 hours discover is taken into account a “Late Cancellation” and can lead to a cost as much as 100% of the scheduled remedy(s).
Appointments which are booked throughout the 48-hour interval are nonetheless topic to the cancellation coverage.
You obtain a affirmation electronic mail after which 72 hours earlier than your appointment you might be despatched a reminder textual content message and electronic mail.
It’s your accountability to learn the emails and make sure your attendance utilizing the hyperlink supplied.
We may name you in case you have not confirmed your appointment so it’s advisable to avoid wasting our quantity (020 3441 7172)
We can’t be accountable in the event you missed the decision, didn’t see the e-mail, your cellphone fell within the river or “son took the cellphone to nursery” (True story apparently)
That is the stage the place you need to tell us if it’s worthwhile to cancel or amend your appointment.
Now think about this, you want an pressing appointment however we’re totally booked after which low and behold somebody decides to not present up for his or her appointment, how annoyed would you be to know you may have had that area!
Now we all know and completely perceive issues can come up final minute, you get referred to as in to work, chances are you’ll be unwell or your child sitter may need allow you to down, so offering now we have sufficient discover we are going to do our greatest to fill the area to keep away from you being charged and consider us after we see we strive our greatest to fill the area.
This really is plenty of work, creating pictures to submit on-line, making an attempt to maneuver visitors round to fill the area and so on, all to make sure we will stay sustainable as a enterprise and never cost you for not having the ability to make an appointment that you simply initially booked.
When a visitor cancels final minute or decides to not present up, it turns into an enormous problem for us to stay sustainable. It’s really an enormous monetary loss.
Beneath explains the loss to a small impartial enterprise like Queen B of simply 1 cancellation per day utilizing a pedicure remedy for example.
1 cancellation = £50
1 cancellation on daily basis over a 6 day interval (Week) = £300
1 cancellation on daily basis over a 4 week interval (Month) = £1200
1 cancellation on daily basis over 52 weeks (Yr) = £15,600
On prime of that there’s at all times that likelihood of that very particular one who feels which have the appropriate to cancel final minute and may by no means be anticipated to pay for not exhibiting up so what occurs, we not solely are out of pocket for that appointment however that visitor additionally finally ends up having to seek out one other salon as a result of we’re the unhealthy guys who’re making an attempt to guard ourselves and stay sustainable.
However that’s only one cancellation per day – Think about if now we have 2 or 3 per day.
Hopefully that explains the consequences of late cancellations, rescheduling and no exhibits and why now we have to have a strict cancellation coverage in place.
Amending your therapies and arriving late.
If you e book an appointment at Queen B, you obtain an electronic mail confirming the time and date and companies booked so it’s crucial you learn these emails as amending your therapies while you arrive isn’t at all times potential.
Must you want to cancel or scale back the companies booked on the day they’re thought to be a cancellation as we might have blocked out the required time slots so you’ll nonetheless be charged for what was booked.
Arriving late on your appointments may imply we will be unable to finish the entire companies booked and this can imply each visitor after additionally, you will start their therapies late leading to them having to attend for his or her appointment to start.
Worse nonetheless, think about arriving 10 minutes late on a day that’s totally booked (which is most days) and straight after your go to your therapist might be happening their lunch break. Meaning so as to full the entire service they’d lose 10 minutes off their lunch break. I’m positive you wouldn’t need that to occur.
Generally being late can’t be helped however the sooner you tell us you will be late, we will do our greatest to tell the following visitors to keep away from disrupting their day and hopefully nonetheless be capable of full the total service or supply a shorter service nevertheless you’ll nonetheless be charged for the unique service(s) booked.
So please make sure you arrive on time on your appointment (5 minutes earlier can be superb so you may arrive relaxed and able to benefit from the expertise).
We aren’t the one companies who’ve a cancellation coverage in place.
It has turn into important for a lot of salons in addition to dentists, medical doctors, private trainers and tradesmen.
After all there are salons that wouldn’t have a cancellation coverage, these salons usually are not by appointment solely so you may simply stroll in and wait your flip.
Please respect, we actually hate having these uncomfortable conversations, we actually do, however now we have to have this coverage in place or we might be turn into one other excessive avenue statistic which we all know none of us need! Similar to the opposite +4500 salons which have closed their doorways because the pandemic.
Thanks on your understanding – As ever any suggestions, feedback or questions, please get in contact utilizing our ordinary channels.
PS in case you are a type of visitors who needed to discover one other salon since you felt we had been unfair however now perceive why, we nonetheless love you and would love so that you can get in contact so we will make you smile once more 🙂
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