Fix Salon No-Shows: Deposits, Confirmations & One Booking Link

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Fix Salon No-Shows: Deposits, Confirmations & One Booking Link

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Rowan and Rye is a two-chair color and cut salon in Asheville, North Carolina losing two to three slots a week to no-shows — and they're always the three-hour balayage, never the bang trim. We diagnose why it's really a confirmation and tracking problem, and lay out the all-in-one ops platform fix. In this episode: Why "booked solid" doesn't mean booked: the expensive slots are the ones that flakeThe real diagnosis — a confirmation and tracking problem, not a no-show problemWhy texting clients from your personal number at 9 PM makes appointments feel like suggestionsFunneling Instagram DMs, texts, and link-in-bio clicks into one booking page as the single back-door systemCard authorization vs. upfront deposits: asking for accountability, not money, changes client psychologyThe automated SMS reminder cadence: three days out, one day out, morning-of, with a tap-to-confirmUsing Notion for SOPs and client notes while the ops platform runs bookings, SMS, and paymentsHow a card-on-file booking flow self-filters flaky clients before they hit your calendar Sources: Working Smarter — show home Subscribe: workingsmarter.jgiebz.com Full transcript Eric: ...so you're texting them from your actual personal phone? Like, your number number? Marcy Delacroix: My number number. The same one my mom texts me on. The same one my ex texts me on, honestly. Eric: Okay. Marcy Delacroix: And I'm sitting there at nine at night, after a nine-hour day on my feet, thumb-typing "hey girl, confirming tomorrow at ten," and then half of them don't even reply, and I'm just supposed to guess if they're showing up. Eric: And how often do they not show up? Marcy Delacroix: Two a week. Roughly. Sometimes three. Eric: Two slots a week. Marcy Delacroix: Two slots a week. Which, for a two-chair salon, is... it's not nothing. Eric: It's a LOT. Okay, back up for a second for people just tuning in. Tell me about the shop. Marcy Delacroix: Yeah, so, Rowan and Rye. Two chairs, Asheville, North Carolina. I've been cutting hair for about eleven years, I've owned the place for the last four. It's me and one other stylist. We do mostly color, some cuts, a little bit of extension work. Eric: And you're booked solid? Marcy Delacroix: On paper, booked solid. In practice... Eric: In practice there are holes. Marcy Delacroix: There are holes. And the holes are always the expensive ones, right? It's not the twenty-minute bang trim that cancels. It's the three-hour balayage. Eric: Oh, of course. Marcy Delacroix: Of course. Eric: Okay. So walk me through what you tried before you threw up your hands. Marcy Delacroix: Honestly? Nothing systematic. I'd think about setting up deposits and then I'd get busy and forget. I'd read some thing online about charging a no-show fee and I'd think, I don't want to be THAT salon, you know? The one that charges you fifty bucks because your kid got sick. Eric: Mhm. Marcy Delacroix: So I just... absorbed it. Which is a nice way of saying I bled money for four years. Eric: Can I diagnose something for you? Marcy Delacroix: Please. Eric: You don't have a no-show problem. Marcy Delacroix: Okay. Eric: You have a confirmation problem. And underneath the confirmation problem, you have a tracking problem. The no-shows are a symptom. Marcy Delacroix: Say more. Eric: So, the clients who flake on you, you said you can't tell which ones are repeat offenders. Marcy Delacroix: Right. I THINK I know. There's a woman, I will not say her name on this podcast, who I'm pretty sure has stiffed me four times. But is it four? Is it three? Is it five? I have no idea. Eric: Right. Because it's all in your head. Marcy Delacroix: It's all in my head. And in my text messages. Which are a graveyard. Eric: So here's what I'd argue is actually going wrong. You're doing the work of a front desk, a CRM, and a booking system, all with your thumbs, at nine at night, with no memory of what happened last time. Marcy Delacroix: Yeah. When you say it like that. Eric: And the clients can feel it, by the way. A text from a personal number at nine PM, no link to confirm, no deposit on the line, no gentle reminder the day of... that doesn't feel like an appointment. That feels like a suggestion. Marcy Delacroix: Oof. Eric: Sorry. Marcy Delacroix: No, you're right. It feels like a suggestion. And people treat suggestions like suggestions. Eric: Exactly. Okay. So let me tell you what we did at the agency, because we had a version of this. Not haircuts, obviously, but we had clients ghosting discovery calls, which, same problem, different industry. Marcy Delacroix: Okay. Eric: We moved everything onto the all-in-one ops platform we run our agency on. Booking, reminders, deposits, follow-up, everything. Marcy Delacroix: What is it? Eric: I'm going to just call it "the platform" for the whole episode because I don't want this to turn into an ad, but it's an all-in-one ops platform. It handles the calendar, it handles the SMS, it handles the payment, it handles the ...

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