4 Policies to implement over the Christmas season

Christmas is the busiest time of the year for Lash Artists and others within the beauty industry.

It is also a busy season for everyone else, from attending Christmas parties and meet ups, to shopping for gifts and juggling childcare. Because of this, we recommend that this time of the year is the time to make sure you set your policies and make sure all your clients are aware. By avoiding policy implementation, you may find yourself in a difficult/tricky situation. 

Have a read of the following 4 policies to implement at Christmas.

Non-Refundable Booking Fee Policy

We advise taking a booking fee which is non-refundable for ALL clients. It is entirely up to you as to how you work this. Some Lash Artists take a 50% booking fee, some take a £10/£20/£30 booking fee. Whatever you choose to do, make sure it is clear and you get confirmation from your client (preferably in writing) that they understand and agree.

Here is a paragraph you can use to explain to your clients about your policy.

To secure an appointment, I require a non-refundable booking fee. This fee will be discounted off the cost of your treatment. Payment is made when you initially book, either by PayPal or bank transfer or also in cash in person if you prefer.

Some booking systems have a deposit function built in, so you can set this up. If not, paypal/ bank transfers work well.

Cancellation / No Show Policy

Last minute cancellations and no-shows are hands down, whether it’s the busiest time of the year or not, the most frustrating part of being in the service industry.

This is where having a 24/48 hour cancellation policy comes in. If you don't know what a 24/48 hour cancellation policy is, then in short, if a client cancels or no-shows for their appointment with you under 24/48 hours (you pick the timing) before the actual appointment, you still get a percentage (if not all) of the booking fee. 

Due to having a Non-Refundable Booking Fee Policy, your client will know that they will forfeit their deposit. When explaining the Non-Refundable Booking Fee Policy, we also advise explaining the following:

I kindly ask for at least 24/48 hours’ notice if you need to cancel your appointment. Cancellations made with less notice will result in the loss of your booking fee, as it’s unlikely I’ll be able to fill the slot at short notice.

Late Arrival Policy

At the best of times, late arrivals can be testing. However, at Christmas, when you have had to open your diary for longer days or even days when you don’t normally open, a client who is late for their appointment can negatively affect your day.

What you don’t want to do is allow one client to impact your day and your other clients, which is why a ‘Late Arrivals Policy’ is advised.

Here's an example of how to explain this policy to your clients:

Please arrive to your appointment on time. If you are late, please note that the time will come out of your booked slot, which may result in less lash coverage. You will still be charged for your full appointment.

OR

Please arrive on time for your appointment. If you’re more than [eg. 15] minutes late, your appointment may need to be cancelled, and the full appointment charge will still apply.

Sickness Policy

You should always have a Sickness Policy in place.

Having a sick client attend an appointment may put you, your family and other clients at risk of being ill over Christmas. Not ideal. For you, if you become unwell, it means a potential loss of earnings as well as letting down other clients.

It is entirely up to you as to how you want to implement this policy. If someone contacts you within your allocated 24/48 hr notice period, will you allow them to cancel without being charged or are they charged? You may want to consider a one-time allowance of last minute cancellation or rescheduling. After that, the Cancellation/No Show Policy takes effect.

Here is how you can explain the policy to your clients:

If you, or someone within your household, has become unwell and/or has a contagious illness, please contact me as soon as possible to reschedule your appointment.

If you can implement all of these policies, we promise you will have an easier, more enjoyable festive season.