Fix Salon No-Shows: Card-on-File, Reminders & Cancel Policy omslagafbeelding

Fix Salon No-Shows: Card-on-File, Reminders & Cancel Policy

Fix Salon No-Shows: Card-on-File, Reminders & Cancel Policy

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Maggie, owner of Birch and Bramble salon in Duluth, is losing one Saturday chair in six to no-shows and late cancels. Eric walks her through why it's a systems problem, not a policy problem, and the three things to set up Monday morning. In this episode: Why "I know the repeat offenders in my head" is the actual root cause of chronic no-showsThe four-system trap: paper book, salon app, notes app, and your brain — none talking to each otherStep 1: require a card on file at online booking (not a deposit) as a flake filterStep 2: automated 48-hour and morning-of text reminders with a confirm/reschedule buttonStep 3: a written late-cancel and no-show policy (50% within 24 hours, 100% for no-shows) baked into the booking confirmationUsing an all-in-one ops platform for client-facing work and Notion for internal SOPsWhy the clients who revolt against a cancel policy are the ones already costing you the chair-dayHow a 4-hour balayage no-show equals a car payment — doing the real math on empty chairs Sources: workingsmarter.jgiebz.com Subscribe: workingsmarter.jgiebz.com Full transcript Eric: ...so wait, back up. One in six. That's your Saturdays? Maggie Thorsen: One in six. Sometimes worse in January. I did the math on a napkin last winter and almost cried into a cold brew. Eric: Okay, for anyone just dropping in, tell them who you are and what we're actually talking about. Maggie Thorsen: Yeah. I'm Maggie, I own a little salon up in Duluth called Birch and Bramble. Four chairs. Been open eleven years, cut hair out of my basement for like, basically my entire thirties before that. Eric: Love it. Maggie Thorsen: And the thing that is slowly killing me is no-shows. And late cancels. The "hey girl so sorry something came up" text that lands forty-five minutes before a balayage. Eric: Forty-five minutes before a balayage. Maggie Thorsen: Forty-five minutes before a four-hour balayage, Eric. Eric: Okay. Maggie Thorsen: That chair sits empty. I can't fill it. That's a car payment. Eric: So how many a week, on average, right now? Maggie Thorsen: Saturdays, I'd say one to two. Across the whole week, probably four or five that are either full ghosts or so-late it may as well be. Eric: And you've been eating that for how long? Maggie Thorsen: Eleven years. Give or take. Eric: Okay. And no deposit policy, no card on file, nothing like that. Maggie Thorsen: Nothing. I know, I know. I just... I started in my basement. Everybody was a friend of a friend. It felt weird to be like, give me your Visa or you can't get bangs. Eric: Right. Maggie Thorsen: And now I have actual clients, actual overhead, and I still haven't done the thing. Eric: Can I diagnose for a second? Maggie Thorsen: Please. That's why I'm here. Eric: So you said something that really stuck out to me. You said, "I know exactly who the repeat offenders are in my head." Maggie Thorsen: Mhm. Eric: In your HEAD. Maggie Thorsen: Yeah... Eric: That's the whole problem. The problem isn't actually "I don't have a deposit policy." The problem is you have no system that remembers for you. Maggie Thorsen: Oh. Eric: Because every Saturday morning, you are the system. You are the one going, "oh yeah, her, she did this last time, I should've asked for a card." And then it's seven a.m. and you've got coffee and you just... book her. Maggie Thorsen: I just book her. Every time. Eric: Every time. Maggie Thorsen: Because I like her. She tips well when she shows up. Eric: Right, when she shows up. Maggie Thorsen: When she shows up. Eric: Okay so here's the thing. When we started running our agency, we had the exact same shape of problem. Different industry, same shape. Clients who'd ghost a discovery call. Prospects who'd book and bail. And I kept thinking it was a policy problem. Maggie Thorsen: And it wasn't. Eric: It was a memory problem. It was a "nothing talks to anything else" problem. My calendar didn't know who my repeat flakes were. My intake form didn't know. My texts didn't know. It was all in my head and in like, four different tabs. Maggie Thorsen: That's me. That's literally me. I've got a paper book, I've got the little salon app, I've got my notes app, and I've got my brain. Eric: Four systems. None of them talking. Maggie Thorsen: None of them talking. Eric: Okay so what we did, and what I'd want you to try, is we moved everything onto one platform. The all-in-one ops platform we run our agency on. I'm not gonna name it on the show because that's not the point, the point is the SHAPE of it. Maggie Thorsen: Okay. Eric: It does your booking, it does your texts to clients, it does your intake, it holds the card on file, and it does the little automations between those things. One place. One brain. Maggie Thorsen: One brain. God, that sounds nice. Eric: We also use Notion for the sort of internal, SOP-level stuff. Like how do we actually run the thing. But the client-facing operation lives on this one platform. Maggie Thorsen: Okay. Eric: So here's what I ...
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