Beauty/Anti-Aging Business - Anyone any solutions to these problems please?

[yohoohoo]

Hi posting for a friend who is struggling to overcome certain problems in her business which is very successful but blighted by a few niggles which she really doesnt know how to overcome. Can anyone offer any advice?
Business runs from home in an annex with a small reception area and then a treatment room.

Problems:
Clients turning up 30 mins to 1 hour early - having to stop current client and attend to (make coffee etc..) OR the time inbetween clients when making ready for next one, ordering stock doing 10 mins of admin or checking appts is halted to deal with the client that's turned.

Clients booked in are asked beforehand if they are on any medication before appt made. When they turn up questions asked again and forms filled out and some then reveal yes they are so appt can not go ahead and money is then lost.

Clients changing appts last minute to the following week. Managing appts - people texting cant make it today can do next Thurs etc... Having to juggle appts around - time consuimg

Clients not coming back for free "top ups" within the advised time then coming much later and having to give almost the new treatment again which eats into time and again results in no payment

"Clients turning up 30 mins to 1 hour early - having to stop current client and attend to (make coffee etc..)"

Ask people not to arrive early, but accept that some will. Ensure they can let themselves into the reception area and just tell them (or have a sign up) she is with a client at the moment but please help themselves to a drink. Make sure a tea/coffee machine or water or something is available for people to do themselves.

"OR the time inbetween clients when making ready for next one, ordering stock doing 10 mins of admin or checking appts is halted to deal with the client that's turned."

Don't rely on this time for admin etc, sometimes this needs to be done outside appointment hours.

"Clients booked in are asked beforehand if they are on any medication before appt made. When they turn up questions asked again and forms filled out and some then reveal yes they are so appt can not go ahead and money is then lost."

Why is money lost? If the terms and conditions are clear that medication must be declared at the time of booking, and not doing so means the client cannot go ahead, why would money be lost? As long as terms are clear, your friend should obviously charge anyway.

"Clients changing appts last minute to the following week. Managing appts - people texting cant make it today can do next Thurs etc... Having to juggle appts around - time consuimg"

That one's easy, only allow changes up to (say) 24 hours beforehand, otherwise charge in full.

"Clients not coming back for free "top ups" within the advised time then coming much later and having to give almost the new treatment again which eats into time and again results in no payment"

Why does it result in no payment? If the free top-ups are on a 'use by two weeks' (or whatever it is basis), there's no issue, surely? They can either take up the free top-ups or not. If they don't, they have to pay for the treatment the next time they come in.

I find it strange your friend doesn't know how to overcome these niggles. Seems to me that as long as her terms and conditions are clear at time of booking and she is firm about sticking to them, none of these really should be an issue? She must not allow herself to be walked over!

The I agree with flowery, in a service business you need to be firm about your T and Cs. It sounds like your friend is terrified of upsetting clients and is being too accommodating because of this.
She will never please all of the people all of the time, by being firm about these issues she is actually more likely to please most of the people most of the time.

Thank you Flowery...new business so teething problems and my friend is way too nice doesnt want to offend however sense of being taken advantage here Ive told her. Time is money when you are SE.

"Clients turning up 30 mins to 1 hour early - having to stop current client and attend to (make coffee etc..)"

Ask people not to arrive early, but accept that some will. Ensure they can let themselves into the reception area and just tell them (or have a sign up) she is with a client at the moment but please help themselves to a drink. Make sure a tea/coffee machine or water or something is available for people to do themselves. YES AGREE A SIGN TO THE ENTRANCE AND A SMALL MACHINE FOR HOT DRINKS OR SUPPLY HELP YOURSELF KETTLE TEA AND COFFEE

"OR the time inbetween clients when making ready for next one, ordering stock doing 10 mins of admin or checking appts is halted to deal with the client that's turned."

Don't rely on this time for admin etc, sometimes this needs to be done outside appointment hours. TRUE BUT NEEDS TO PREP FOR NEXT CLIENT THAT'S WHY SHE ALLOWS TIME INBETWEEN

"Clients booked in are asked beforehand if they are on any medication before appt made. When they turn up questions asked again and forms filled out and some then reveal yes they are so appt can not go ahead and money is then lost."

Why is money lost? If the terms and conditions are clear that medication must be declared at the time of booking, and not doing so means the client cannot go ahead, why would money be lost? As long as terms are clear, your friend should obviously charge anyway.
EASIER SAID THAN DONE DOESNT WANT TO OFFEND PERHAPS AFTER TAKIGN INITIAL APPT SHE COULD EMAIL TERMS AND CONDITIONS AND HIGHLIGHT MEDICAL INFORMATION AND APPT SYSTEM

"Clients changing appts last minute to the following week. Managing appts - people texting cant make it today can do next Thurs etc... Having to juggle appts around - time consuming"

That one's easy, only allow changes up to (say) 24 hours beforehand, otherwise charge in full. AGAIN AT TIME OF APPT MAKING STRESS

"Clients not coming back for free "top ups" within the advised time then coming much later and having to give almost the new treatment again which eats into time and again results in no payment"

Why does it result in no payment? If the free top-ups are on a 'use by two weeks' (or whatever it is basis), there's no issue, surely? They can either take up the free top-ups or not. If they don't, they have to pay for the treatment the next time they come in. TOP UPS NEED TO BE DONE WITHIN A 2 WEEK PERIOD YES AFTER THAT CHARGABLE, MAKE FOLLOW UP APPT PERHAPS AT 1ST ONE

I find it strange your friend doesn't know how to overcome these niggles. Seems to me that as long as her terms and conditions are clear at time of booking and she is firm about sticking to them, none of these really should be an issue? She must not allow herself to be walked over!

anyone else any advice

Yes I have a contact who does the following

actually has the door locked and tells clients they will have to wait nearby as she literally cannot see them without interrupting current client

has this written all over the website and on email confirmations

also has Ts&Cs saying initial form declaration has to be correct or treatment will not go ahead but client will be charged

she set up years ago, but in recent years has had to add that clients cannot bring their children or pets!

and yes, your friend is not doing the basics of adhering to Ts&Cs

Most of us in the beauty industry go into it because we want to help people feel good about themselves and due to this we find it hard to be do things like charge for cancelations etc. We feel uncomfortable as its not nice and we want everyone to feel happy about coming to us. So, I completely understand where your friend is coming from.

I’ve had a beauty/holistic salon for 21 years and I still find it difficult but this is what I would do.

Regarding people coming early I would tell her to explain to new clients, I am not able to answer the door before your appointment time, so please turn up at the time booked and have this in writing (like on her treatment menu or/and website). Then if someone is early and rings the door, do not answer it, however much it rings, in time clients will understand. If a client is unhappy about this tell I have got it written on the website/menu and I did tell you this, as when I’m with another client I am not able to answer the door. Tell her it will be tough at first but clients will learn.

Clients not stating they are on medication unfortunaly a problem of the job. There is not much you can do except do another treatment that is not contra indicated. Charging someone is tricky as they may not have realised it was a problem.

In regard to last minute cancelations, we have a 24-hour policy, if someone cancels within 24 hours there is a 50% charge. We have a 3-strike rule. First time it happens we explain the policy, second time we tell them again and explain if it happens again we will have to charge, third time we charge. It’s not easy but by warning them twice it makes it easier.

With top ups, give them a voucher with a free top up valid for with a valid to date. Tell the clients they must bring it in to receive the free top-up. That way it’s a visual way of making people aware there is a cut-off date. If they lose it or its out of date (you could extend it by a month if it’s near the date) they won’t be able to have it done.

I always find things written down work better for clients and its saves that awkward conversation about the policies!

I hope that’s of some help. X