Creative HEAD UK April 2018

n target
Your targeted toolbox to help build your
salon business bigger and better, in association
with Salon iQ and the Creative HEAD Reader Panel
Methodology: survey conducted by Independent Survey Solutions in a poll of 50 salons
employing four or more staff and spread geographically across the UK
BEATING NO-SHOWS
It’s an age-old problem, clients booking
appointments then never appearing. In the
restaurant world, some owners are fi ghting back,
naming and shaming ‘no-show’ guests. When
we asked our Reader Panel about the problem,
many spoke of a “three strikes and you’re out”
rule, but also fl exibility when it comes to clients
who are shift workers, and some even offering
staff training on Alzheimer’s when dealing with
older clients who can forget bookings.
Do you charge for appointments missed
without warning?
YES 33%
NO 50%
WE WOULD LIKE TO… 17%
Have no-shows increased in recent years?
YES 36%
NO 45%
IT’S ABOUT THE SAME 19%
Most popular ways of filling no-show gaps
1. FACEBOOK/SOCIAL MEDIA
2. EMAILS/TEXT, INCLUDING OFFERS
3. STANDBY LIST
AVERAGE RETAIL TURNOVER
8.3%
AVERAGE CLIENT SPEND (EX. VAT)
£49.58
NEW CLIENTS ACCOUNT FOR
6.1% OF BUSINESS
(February 2018)
“We occasionally use social
media to fi ll on-the-day ‘white
space’ and offer a standby
rate for on-the-day bookings.
We rarely blacklist clients;
regular clients who have a
habit of being late or missing
appointments are called the day
before or on the day”
JASON BALL, JOHN OLIVERS
HAIRDRESSING GROUP
ARE YOU
ON TARGET?
Business in February compared
with January?
DECLINING
46%
STABLE
15%
Business in February compared
with February last year?
DECLINING
43%
STABLE
14%
GROWING
39%
GROWING
43%
SNAPSHOT
HOW HAVE SALONS BEEN TACKLING NO-SHOWS
AND CANCELLATIONS ACROSS THE UK?
63%
Fall in no-shows after
sending out SMS
appointment reminders
There has been an
increase in salons giving
courtesy calls to clients
within 48 hours of their
appointment to confi rm
they can still make it
85%
of clients choose to get
appointment reminders
by SMS or email
The number of late
cancellations and
no-shows when salons
have a 24-hour
cancellation policy
is reduced by 49%
WANT SALON IQ TO HELP YOU STAY ON TARGET? CALL ON 01892 280123 OR VISIT SALONIQ.COM
32
CREATIVE HEAD