Ten minutes late for a twenty-minute appointment
A client booked a bikini and underarm wax for twelve. At ten past she rushes in, apologising, parking was a nightmare. The therapist has a lash lift at twenty past. If she does the full wax, the lash client waits and the rest of the afternoon slips. If she does the underarm only, the client is annoyed at paying for a half appointment. If she says no, there is a scene at reception.
Every therapist handles it differently, and clients have learned that some will squeeze them in, which does not help.
No policy the client knew about in advance
- The lateness policy, if there is one, is in the terms nobody reads.
- Clients running late do not tell the salon, or ring when reception is busy.
- What can be done in the remaining time depends on the treatment and what is booked next, which the client cannot see.
- Each therapist decides differently.
- Nobody records who is regularly late.
Late diaries and awkward conversations
Lateness also interacts with treatments in ways clients do not expect. A brow tint needs its development time whatever time the client arrived. A wax on a hot, rushed client straight in from the car park is not the relaxed appointment either side wanted. A therapist making it up on the spot has to weigh all of that in a few seconds, at the desk, with the client apologising in front of her.
Short treatments are where lateness does the most damage, because there is no slack in the slot. Squeezing in a late client pushes everyone after her, often across a whole afternoon of short bookings. Turning her away is uncomfortable for a therapist, especially a junior. Inconsistency makes clients feel unfairly treated.
A lateness policy that works before the client arrives
- For each treatment, you set simple rules: how late a client can be and still have the full treatment, when a shorter version is offered, and when she must rebook. The rules can depend on whether the therapist has a gap afterwards.
- The booking confirmation and reminder include a one-tap "running late" link, and the policy in one short sentence.
- When a client taps it and gives her delay, the system checks the therapist's next booking and replies at once: full treatment still fine, a shorter option, or a later slot today or another day.
- The therapist and reception see the reply on the booking, so the conversation at the desk has already happened.
- Late arrivals without warning are checked the same way by reception on the tablet, so the answer is the same whoever is at the desk.
- Lateness is recorded against the client, and your rules can apply to repeat late arrivals.
| Delay on a short wax | Next booking straight after | Next booking has a gap |
|---|---|---|
| A few minutes | Full treatment | Full treatment |
| About a third of the slot | Shorter option offered | Full treatment using the gap |
| Half the slot or more | Rebook offered | Shorter option or full, your rule |
The policy is yours, and so are any charges for late arrival. We make it clear to the client and consistent across the salon.
Late arrivals without the scene
On a normal day, a client stuck in traffic taps the running-late link and says fifteen minutes. The system sees the therapist has a lash lift straight after, and replies that underarms can still be done today, and the bikini wax can be booked for tomorrow or she can take the four o'clock. She picks four o'clock from the message. The therapist sees it on her screen and her lunchtime runs to time.
Does this sound familiar?
- Late arrivals on short treatments regularly make therapists run behind.
- Each therapist handles lateness differently.
- Clients do not know your lateness policy until they arrive.
- Clients rarely tell you they are running late.
- Turning late clients away causes arguments.