201 Solocast – Policies and Procedures

Today I want to have a chat about cancellation policies and procedures. This is a hot topic for solo and small business service providers because we are too often taught that the customer is always right, and this causes a huge profit loss for our businesses. So in this episode, I explain how you can incorporate a cancellation policy into your spa business and when it makes sense to bend the rules. I also share tips for avoiding profit losses due to appointment cancellations.

Listen in to learn how to communicate your cancellation policy to your clients and how much you should charge for canceled appointments.

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“I boldly follow the exact system that I am sharing with you today and my clients respect my business because I clearly communicate with them.” – Lori Crete

Show Notes:

  • How to set up a cancellation policy
  • Should you charge the entire fee for a missed appointment
  • How to avoid profit loss due to cancellations
  • Why are cancellation policies and procedures important

“We have to be realistic and we have to partner with our clients.” – Lori Crete

Lori’s 4 Tips to Create Beauty Biz Success:

  1. Policies and procedures in place
  2. You have to HONOR the policies and procedures
  3. You have to communicate them to clients PRIOR to the problem so the clients understand how your business operates
  4. You have to bend the rules on occasion

“The right clients will honor your business.” – Lori Crete

Links Mentioned:

  • Connect with Lori:

Spa Star Instagram | Beauty Biz Instagram | Beauty & Success Facebook group | The Beauty Biz Club

“If you have policies in place, your clients are way more likely to respect your business.” – Lori Crete




About the Author

A finalist for American Spa Magazine’s 2017 Women in Wellness Mentor of the Year, Lori Crete is a highly sought after industry expert and licensed celebrity esthetician. Owner of Southern California’s Spa 10, she is also the founder of The Beauty Biz Club™, a success-based society dedicated to helping beauty practitioners around the world fill their schedule, increase profits and break through to the 6-figure mark.