Salons must focus on the entire booking experience a potential client encounters, to ensure that it is seamless, easy and pleasant. Not doing so can result in a negative first impression and potentially lost clientele. So, we went to the experts to find out what the pain points are for salons with their booking process, what features to look for when finding a booking platform and how to manage the dreaded no-show when handling booking.
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Every salon wants a full book of clients, but achieving a full book is only half of the battle.
Salons must focus on the entire booking experience a potential client encounters, to ensure that it is seamless, easy and pleasant. Not doing so can result in a negative first impression and potentially lost clientele. So, we went to the experts to find out what the pain points are for salons with their booking process, what features to look for when finding a booking platform and how to manage the dreaded no-show when handling booking.
1. Beauty Launchpad (BLP): What do you feel like the top challenges are with booking?
Katherine Olenski, Stylist and Education Coordinator, Scisters (KO): In the age of online booking and constantly fluctuating technology, it’s a challenge to find a booking system that is flexible enough to schedule out the way we as stylists would. Allowing for double booking, or add ons, can be difficult with one set system that is mainly online.
Lori Obiedzinski, Director of Sales & Business Development, Rosy Salon Software (LO): Some salons/spas feel that they are technology challenged and instead stick with a paper scheduler, which holds them hostage to the front desk or wherever the schedule is kept. Someone either has to take the schedule book home with them or run into the salon/spa on their days off to book an appointment; otherwise, they’re missing out on booking the client entirely. There’s also the time-consuming process of making individual confirmation calls, texts, or emails, so clients will actually show up to their appointments.
Missy Megginson, Founder, So You’re A Hairstylist (MM): I think the top challenge is more with systems and boundaries than actually “how” the booking happens. The healthiest and most successful way for salons and stylists to approach booking is obviously with a clear set protocol for clients, but following through and maintaining your boundaries in the process is so often easier said than done.
Nina Tulio, Founder, 1NAgency.com (NT): The biggest challenge on the stylist’s side is the concern the client will schedule the wrong service. With a menu of options to choose from, this can be overwhelming for a new client. But there are so many options your booking software allows and settings you can incorporate to allow this to be smooth for your client. On the stylist side, I think it is feeling like you don’t have control. I felt this way for many years before I offered online booking. But I have to say offering online booking changed my business in so many ways for the positive.
2. What tips do you have for a salon owner/manager looking for a new booking software?
KO: My #1 tip would be to find a system that will streamline your business. Allowing online booking, connection to inventory, and also potential to fully link up to your site if you so choose to sell your products online will give so much opportunity to grow.
LO: Get a demo/consultation and share your vision of how your salon wants to grow in the next five years. Ask yourself if that booking/POS software has the features to support that. Look for a system that’s easy to use, has quick access to your client information, and the schedule is simple to navigate and move things around. You also want to find a reputable company that offers free and unlimited support and training and will convert your data for you if you are coming from another software.
MM: My first tip would be to do your research. That doesn’t always have to mean Googling. Sometimes it’s having a mentor, educator, or friend that is already familiar with a certain platform who can talk to you about the nuances they have experienced.
The biggest thing I WOULD say you need to do your due diligence on is comparing the platform’s merchant service details—small percentages of difference when processing payments can add up big time in the long run.
NT: I suggest trying before buying. Most salon softwares have the same features give or take a few. But the biggest thing you want to look for when searching for a new salon software is tech support. Will real people be there to answer your questions during business hours? Are they happy to chat with you? Do they offer solid advice and assistance when calling them with a problem? I suggest trying 2 or 3 and getting a feel for the flow of the software and also making sure it’s easy to navigate. Not only for you as a stylist/owner. But for the client as well. Simple is best.
3. What are the bells and whistles that a booking software must have?
KO: Online booking is a must. Potential clients will sometimes dismiss you entirely if thats not an option.
LO: It’s essential that salon software has the ability to support all types of businesses, including booth renters, employees, independent, hybrid, barbers, nails, specialty services and spas. You want to have custom permissions and access settings for each role in the company and support multi-merchant accounts when applicable. Also, many businesses have gone deskless, so there should be features that support that. Otherwise, must-have features include mobile access for in-salon/spa booking, online scheduling for 24/7 access for your clients, quick access to client information, automated confirmations and reminders, plus integrated payment processing that offers the ability to take deposits and hold a card on file.
MM: For me, it HAS to feel easy. If it doesn’t feel intuitive for me, it’s definitely not going to feel intuitive for my guests. If you are running a multiple chair booth rental salon, like I have, having the ability to manage multiple types of stylist roles PLUS retail inventory is crucial. To be honest I went on the recommendation of a friend with Vagaro and never looked back. It allowed me to have stylist permissions set for independent booth renters, W2 commission employees, and retail management all in one.
Software that has features to make your business look and operate more professionally is also a must. Schedulicty has incredible marketing features that come with your account like e-mail templates to be able to keep that personal touch with your guests during the weeks they aren’t in your chair.
NT: Finding a salon software that fits into your everyday work life is key. It must be convenient and easy to navigate for your clients. I love a software that offers a waitlist option. But one of the most important features a software can have today is capturing electronic signatures before a client can complete their booking. In this case the client must acknowledge and agree to the salon’s cancellation and no show policy prior to booking. In conjunction to that you may also want a software that allows the client to enter their credit card information prior to booking. This is such a life saver and allows the client to understand exactly what they are getting into when booking an appointment in your salon. This can also really help lower the risk of no shows and last minute cancellations. I do also suggest having the client sign and agree to your policies via intake form prior to coming into your salon or upon arrival just so you can keep it on file.
4. When offering salon/spa booking online, what features should be offered?
LO: Online scheduling should offer cluster booking and maximize your salon or spa schedule while preventing unfillable gaps within your day. You also want a complete client log available at every customer touch, product reservations for an upcoming appointment, and a waitlist feature to help keep your chairs and treatment rooms filled.
MM: A “BOOK NOW” button for Instagram is a must. You have to be able to make it easy and feel like a no-brainer for clients to feel empowered to book on their own. Thinking through the process of what questions clients might have ahead of time and creating systems to check those boxes is a game changer for not having to go back and forth with your client communication.
One of my favorite features that an app must have, in my opinion, is the ability to create buffer time between appointments. Things happen and we’re not robots, so being able to have technology that will still build in time for you to clean, gather your thoughts, or just give you some wiggle room is huge.
A big hang-up for me with switching to online, in general, was the feeling that I wasn’t in control anymore. Both Schedulcity and Vagaro both have settings that allow you to really still manage your calendar while making it feel easy for clients to book. It’s a win-win and a crucial element for any booking platform.
5. Do you recommend requiring a deposit when booking?
KO: Because the client is more in control of the schedule when booking online, it’s a requirement for my business to require at least a credit card on file just in case they cancel or no show so they can be held responsible. I don’t personally require a deposit, but the cancellation policy and follow up charge is clearly outlined in all confirmations.
LO: The decision to require a deposit or not is up to the individual salon or spa owner. However, I do think it’s important that they have the option and ability to take deposits - if nothing else, for new clients and high-ticket services.
MM: Oh man, this question is a popular one right now. I never have. I have been extremely fortunate over my 20 years in the industry to truly build a clientele that respects my time. That really is a must for me to even vibe with someone–I respect your time and you respect mine. In the very rare occasion that that hasn’t been the case, I actually have let that client go vs create a policy that impacts clients who haven’t had any issues following how I run my business.
But this is something for my business specifically and I can totally see why other people choose to, especially if you are running a business that specializes in extensions.
NT: Taking a deposit for every service can be a little tricky. I believe in making decisions based on your brand and core values for your salon. However you may want to consider taking deposits for high ticket services like color corrections, balayage services, blonding or transformational services. I have found this to be very helpful as it helps reduce no shows and last minute calculations. Be sure to have your clients sign off and acknowledge your policies prior to booking so they fully understand the amount of the deposit and what happens if they no show or cancel within your policy.
6. How can a salon handle booking for no-shows?
LO: To avoid no-shows the suggestion is to use an integrated payment processing system with a card-on-file feature. The salon/spa would then require a credit card for all clients to book appointments. That way, the salon/spa can enforce its cancellation policy.
MM: This is where technology is GENIUS! These apps literally can allow you to mark if someone was a no-show. (Back in the dinosaur ages we use to just get really aggressive with a marker on our paper calendar to mark them out.) Again, there are 500 different ways to handle this. But for me, this has less to do with a booking app and more to do with your policies for your business. If I am aware that a client has no-showed you get 1 strike, we’re all human. Shoot I’ve done it! If it happens again, then we are no longer able to do business together.
7. What other tips do you have for better booking processes?
KO: Ensuring that everyone in the salon can make their own timeline for their appointments so that they don’t get over or under booked with online clients will ensure success in scheduling.
LO: Be sure your services and descriptions are clearly listed on your website. Also, offer virtual color consultations. That way, you can hone in on what the client wants and the state of their hair so that you can provide a realistic timeframe and accurate pricing.
MM: Decide what YOU want your process to look and feel like. There is a lot of advice swirling around out there, and none of it is wrong but also none of it is all the way right. I am very aware that the way I run my business is what works for me, my personality and the type of client I want to attract. Do some thinking on what that is first.
Then, make it SUPER CLEAR! The biggest loss I see in so many building stylists is just not taking the time to spell out exactly HOW to get on your books and what that looks like. I’m just gonna say it, and I mean it with love. “DM to book” unless you’ve got a really killer auto-reply setup does not give a clear outline for a new client on what the process looks like to get in with you, AND it creates a labor-intensive strategy on your part.
Brene Brown says “Clear is kind.” Booking processes that respect your existing and new guests are clearly laid out.
9 Salon Booking Softwares You Can Try:
- Meevo: www.meevo.com
- Booksy: https://booksy.com
- Zenoti: https://go.zenoti.com
- Vagaro: www.vagaro.com/pro
- Daysmart: https://www.daysmart.com
- Rosy Salon Software: www.rosysalonsoftware.com
- Minbody: www.mindbodyonline.com
- Mangomint: www.mangomint.com
- Phorest: www.phorest.com
