#148 - HOW TO HANDLE CANCELLATIONS DURING COVID-19

 

It's a weird time at the moment!

With so many cases and people sick it feels like a lockdown when there isnt one... It’s like we are in a weird un-official lockdown.

Lots of people, clients and staff alike, have to self-isolate or work from home.

 

No matter, Locks Lash are here for you and have some tips and guidance to get through this time to come out on top.

 

I have 5 salons and multiple stellar brow & lash artists doing their best to keep servicing clients and keep things normal and fun. So, I know what you are facing.

 

First off, if the day or week didn’t go quite according to plan, don’t worry, the planet didn’t explode, aliens didn’t invade earth and no giant pre-historic creatures came back to life to dominate over the human race.

 

You have tomorrow and many tomorrows to dream up and envisage how you want them to be. And you can do stuff today, tomorrow and the next day, that will make that dream a reality.

 

I will break down some tips you can do for each sort of issue you might be facing.

 

WHAT YOU CAN DO:

GAPS IN YOUR CALENDAR DUE TO CLOSE CONTACT CANCELLATIONS

 

(Please note: this info was correct at time of release, please check the latest guidelines from the gov websites)

 

  • Don’t promote that cancellations fees are waived for Covid related cancellations, but consider not charging it on an individual basis for that client. You want to maintain good client relations and make their life as easy as possible.
  • Be kind if a client is off to self-isolate. Suggest that they do a bit brow and lash growing during their isolation time and get a lash serum, castor oil etc for them to apply twice daily so when they can come to you they have even more amazing brows and lashes.
  • Considered putting deposit fees towards their next appointment or towards them buying a package of brow & lash growth or self-care items that you can ship out them. This helps them and also helps you make some income, even if they couldn’t come in.
  • Get an email out to all your customers showing them your beautiful, clean, safe salon and then some beautiful photos of your work to give the brow & lash envy and make them want to book in. Also have your policies on how you are keeping them safe (sanitising after every client etc) or have a picture of your completed Infection Control Course Certificate on the email to give them peace of mind
  • Stay in touch with your clients any way you can. Send them a “how you doing?” text or a “I just wanted to say Hi” postcard or the best yet, just a quick phone call. Not necessarily to book them in again but to check on them. Without you even asking, a bunch of them will book in.


MAKING YOUR CLIENTS & YOU FEEL SAFE

  • Have your infection control certificate visible in your salon
  • Wear a mask.
  • Have spare masks for client so they can put on a fresh one before their appointment
  • Wear gloves and change them between each client.
  • Spray your bed down with a anti bacterial spray
  • Have disposable head area sheets and or bed roll and change between clients  

 

SOCIALS

  • A really good tip is have a 'availability' story ready to go and fill it in the morning or if someone cancels. You might be able to fill that spot last minute. It also creates some scarcity for your services so people might be more likely to book in!

  

NOT SURE IF A CLIENT, YOURSELF OR AN EMPLOYEE IS POSITIVE?

  • Have a small supply of Rapid Antigen so if you are not sure if you or a client or an employee is not well, you can just get certainty - yes or no in 15 minutes.
  • If they are showing symptoms its advised they don't come in.

 

KEEPING YOUR & YOUR TEAM AVAILABLE

  • Ask employees if they wake up feeling unwell to let you know as soon as possible so you can organise the day with enough time. It's better to not have the whole team sick.
  • Have chats with your staff about looking after their body, getting enough sleep, exercising, getting some sun and taking their vitamins.
  • Have a wellness station in your salon with vitamin C, electrolytes, liquid minerals, water filter jug etc
  • Buy branded water bottles that fit with your décor so staff can have water with them at all times and encourage them to drink enough.
  • Get your team through an infection control course (I know a great one by a company called Locks Lash