"Sorry, I can't make it today." An hour before the appointment. Or no message at all, and you wait twenty minutes to see if the client is just running late.
You have the chair ready, the tools disinfected, and you can hardly offer that time to anyone else. In beauty, nails, massage or hair it is the same: an empty hour nobody pays for.
I don't have exact numbers on how many clients don't show up in the Czech Republic. I found no survey. This is a summary of what keeps coming up in practice, not research.
1. A reminder the day before
A short message like "Looking forward to seeing you tomorrow at 10" often helps. Some clients only then realise they can't come, and you still have time to offer the slot to someone else.
Sending it by hand every evening takes time and is easy to forget, especially in your busiest week. That is why it pays to have it automatic. On Enynka the client gets an email reminder the day before on her own when she books online.
2. Rules up front, not afterwards
You may be worried that a cancellation fee will cost you clients. That is why it matters when the client learns about it. A fee only makes sense if she knew it when booking: posted in the salon, written in a message or agreed during online booking. A fee invented after she didn't come usually ends in an argument, not money.
Three things are enough in the rules: until when the appointment can be cancelled for free, what she pays if she doesn't make it, and what happens if she doesn't come at all. Short and clear, no legal paragraphs. For example:
"You can cancel or move your appointment free of charge at least 24 hours in advance - by phone, text or through the booking on Enynka."
"If you don't come without letting us know, we may ask you for a deposit or a confirmation the day before your next booking."
"If something comes up on our side, we will let you know as soon as possible and offer a new time."
This is practical advice, not legal advice. Whether and how a fee can be enforced depends on what you agreed with the client in advance and whether the fee is reasonable compared to the price of the service. A court can reduce an excessive fee.
3. A deposit, but not for everyone
For a first visit or a long service (colouring, extensions, permanent make-up) a deposit makes sense. A client who has already paid usually keeps her appointment better.
Asking every regular client for a deposit tends to annoy those who have come reliably for years. A gentler way works too: whoever doesn't come once without notice pays a deposit next time. And if you cancel the appointment yourself, refund the deposit or move it to the new date.
4. When she didn't come: a short message
It doesn't have to be a reproach. Factual and polite is enough, for example:
"Hello, we didn't see each other today at 10. I hope everything is all right. If you'd like a new appointment, I'll be happy to find one. Next time please cancel at least 24 hours in advance."
A client who had something happen will get in touch and apologise. And one who does it repeatedly knows you noticed.
5. What not to do
Posting the name of the client who didn't come publicly on Facebook. It feels good for a moment, but a name is personal data and your other clients read it too. It is more likely to put off the ones who do come.
Free cancellation terms template
On Enynka you'll find a cancellation terms template among the free tools. You set how many hours in advance a free cancellation is possible (12, 24 or 48) and the fee, then copy or print the text. It is free and needs no registration.
If you have a profile on Enynka, you can put your cancellation terms right into it. The client then confirms them herself with a tick when booking online and gets a reminder the day before. On the Pro plan you can also ask for a deposit via a QR code.
Every clientele is different. Start with a reminder and clear rules and see whether the empty hours get fewer.
Free cancellation terms template: enynka.cz/en/vzor-storno-podminek