What should I do when a client doesn't show up for their appointment?
Immediate Steps
When a client doesn't show up, first check if they're just running late—wait 10–15 minutes before marking them as a no-show. If they haven't arrived or called, send a friendly text or email: 'We missed you today! Let us know if you'd like to reschedule.' If you have a no-show fee policy, apply it as stated, but be consistent. Charging some clients and not others can hurt your reputation.
Document the no-show in your booking system, including the time and any communication. This helps you track patterns and decide whether to require a credit card for that client in the future.
- Wait 10–15 minutes before marking as no-show.
- Send a polite message offering to reschedule.
- Apply your no-show fee consistently.
- Document the incident in your system.
- Flag repeat offenders for prepayment or card-on-file.
Long-Term Prevention
No-shows often stem from forgetfulness or scheduling conflicts. Reduce them by sending automated reminders via text and email 24–48 hours before the appointment. Let clients confirm or reschedule with one click. Also, consider requiring a credit card for appointments, especially for high-value services or with clients who have missed before.
Track your no-show rate. If it's above 10–15%, you might need to tighten your policy. Some businesses charge a fee for the first no-show and require prepayment for subsequent bookings.
- Send automated reminders 24–48 hours ahead.
- Allow easy online rescheduling.
- Require a credit card for repeat no-shows.
- Track no-show rates monthly.
- Consider prepayment for certain services.
Common mistakes
- Ignoring the no-show and not following up, which encourages repeat behavior.
- Charging a fee without having clearly disclosed it beforehand, leading to disputes.
- Not documenting no-shows, making it hard to spot problem clients or justify policy changes.
