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Keisha Jones is a master stylist.
Photo shared courtesy of Keisha Jones
Keisha Jones is a licensed cosmetologist with over 15 years of experience in the beauty industry. Known as “The Kolorist” in the Metro Detroit area, she specializes in natural hair, color, extensions, and overall hair care. As the co-owner of Glossed Salon & Suites, located in the Metro Detroit area, she is committed to providing high-quality services while educating clients on maintaining healthy and beautiful hair.
Client Relations 101: How to Minimize No-Shows and Cancellations
Cancellations and no-shows can be incredibly frustrating, but providing a clear booking policy can help with cancellations and no-shows. As a stylist, my time and business are valuable, and in the past, I faced frequent no-shows and last-minute cancellations, which would affect my income. To protect my time and revenue, I implemented a clear booking policy. Here’s how you can minimize cancellations and no-shows:
- Require a 24-hour rescheduling window: Life happens! Clients should be able to reschedule at least 24 hours before their appointment to avoid losing their deposit. This allows the stylist to fill the spot with another client, ensuring your time doesn’t go to waste.
- Charge for Late Cancellations: For cancellations made within 24 hours of the appointment, clients will be required to pay either the full balance or at least 50% of the service cost. This policy helps to compensate for the lost time that could have been allocated to another booking.
- Enforce a non-show fee: Keep a card on file and charge the remaining balance to clients who do not show up for their appointments. This will discourage last-minute cancellations and ensure that your time is respected.
4. Increase Deposit depending on Service: Your most expensive services—like extensions (tape-ins, sew-ins, bonded extensions) and custom hair coloring, which I all offer—require a higher deposit. My services for extensions can range from $250 to $600 because they require more time on the calendar, and for this, I charge a deposit of $50 to $100. Since implementing this, I can count on one hand the number of cancellations I’ve had.
5. Ensure Clear Communication: Make sure all booking policies are clearly stated at the time of scheduling. Clients should acknowledge and agree to these terms before confirming their appointment, reducing any potential misunderstandings. For example, when a client is booking an appointment through my booking site, they must agree to my cancellation, non-shows, and late policies before continuing with service/
Key Takeaway: By consistently enforcing these policies, you can create a professional system that minimizes last-minute cancellations, protects your income, and reinforces the value of your time and expertise as a stylist.
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