Handle Client No-Shows Like a Boss, Not a Burden

Getting ghosted happens, and it never gets easier. Client no-shows can happen to any beauty and wellness pro, from emergencies to poor time management, to simply not showing up without notice. But the real part that stings? The no-call, no-show. When clients don’t let you know that they aren't coming, you find yourself waiting impatiently and then can't fill that time slot with another appointment. It’s money lost, and you’re left wondering how to handle it gracefully as a business, rather than emotionally.

In this guide, I’ll show you how to manage client no-shows like a pro. From creating a solid no-show policy to using copy-paste scripts for sticky situations, you’ll be prepared for whatever comes your way.

Why You Need a No-Show Policy

A clear, well-communicated no-show policy isn’t just about protecting your time—it's about respecting it. By setting expectations upfront, you create a professional boundary that lets clients know your time is valuable.

Elements of a Solid No-Show Policy

• Clear Notification Requirement: state the timeline clients must use to cancel (i.e. 24 hours in advance).
• Penalty or Fee: Clearly specify if clients will be charged for a no-show or late cancellation.
• Flexible Exceptions: Allow for emergencies but define what qualifies as one.
• Visible Display: Ensure your policy is easy to find on your booking page, appointment confirmations, and in-studio signage.

Scripts for Handling No-Shows

Let’s say you’ve already clearly announced your no-show policy, and you still get a client who violates your policy. Need to know how to handle contacting them? Here are word-for-word scripts you can copy, paste, and customize to handle different no-show scenarios without sounding rude or confrontational.

Scenario 1: When the Client is 5+ Minutes Late and It Seems They’re No-Showing

“Hi [Client’s Name], I just wanted to check in. Our appointment started at [time], and I haven’t seen you yet. Please let me know if you’re on your way. Per my policy, I allow a [grace period] before marking it as a no-show.”

Scenario 2: When the Client Replies That They Aren’t Coming

“Thank you for letting me know. Just a quick reminder, per my policy, cancellations with less than [required notice] may result in a [fee or deposit loss]. I understand things happen, and I appreciate your understanding.”

Scenario 3: When the Client Does Not Reply at All

“Hi [Clients Name], I’m sorry I missed you today. As a reminder, I have a [no-show policy] which requires a [notice timeframe]. Since I didn’t hear from you, the policy applies. Please let me know if you’d like to rebook.”

Scenario 4: When the Client Gets Upset About Enforcing Your Policy

“I completely understand your frustration, and I want to assure you this policy isn’t personal. It's here to protect my time and ensure all clients get the service they deserve. I always do my best to accommodate, and I appreciate your understanding.”

Pro Tips for Managing No-Shows Like a Pro

• Be Consistent: Enforce your policy evenly with all clients. This keeps things fair and builds respect.
• Use Automated Reminders: Scheduling software like Vagaro can send text or email reminders, reducing no-shows.
• Offer a Grace Period: A 5–10-minute grace period shows understanding without sacrificing your time.
• Track Repeat Offenders: If certain clients repeatedly no-show, consider requiring a deposit to book. On Vagaro, you can even block specific clients from booking online, so they need to call in to book same day appointments.

How Vagaro Can Help

Vagaro makes it easy to set up, communicate, and enforce your cancellation and no-show policies. With automated appointment reminders and secure online booking that requires deposits, you can minimize the risk of no-shows and protect your time.

Ready to take control of your schedule and reduce no-shows? Sign up for a free trial of Vagaro and start protecting your business today.