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Should we redeem Gift Certificates on Saturdays?

 

A question submitted to Spas2b:

We have a couple of questions in regards to redeeming gift cards on Saturdays and general consensus in regards to cancelations as well. We are torn in accepting gift cards on a Saturday (especially when we are in a busy season) and what are the cancellation guidelines that most spas use?

 

Our Response:

I don’t believe gift certificates should be redeemed on Saturday – this day is usually a sell out and your best revenue generating day, but Mondays through Wednesdays and even Thursdays, often are not – use those days for Gift Certificate redemptions.

Regarding cancellations – this is a wild horse – ideally we would love to collect a credit card number with every booking and charge each client in full if they cancel in less than 24 hours,or if they are a no-show. It’s not only a hit on the business, but on the booked therapist. But in the real world, this approach causes hard feelings and lost clients. So maybe you post your policy and meet each challenge individually as you are confronted with it – some you may waive; some you’ll enforce; some you may re-invent. This too can cause misunderstandings if you are inconsistent however.

I find the most common route to be a 50% charge for these violations. This is becoming more common in spas and gradually more acceptable to clients. They must know that you are in the business of selling time slots – this one was sold to them and they are responsible for making good on their committment. Do they get away with it in hotels? On airplanes? In doctor’s offices? Personal Trainers? Take out? Nope. Shall I go on? (!)

Leslie

About Leslie

Spas2b Inc. is a full service Spa Development company, specializing in Online Spa Management Distance Learning Courses, Spa Business Manual Instant Downloads & Resources, and Spa Consulting Services.
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