2023-08-08 08:52:48
Reservations not honored, or “no-show”, can represent a loss of up to 10% of turnover, estimates the vice-president of the national confederation of beauty salons and spas.
Not showing up for an appointment with a professional or a reservation at a restaurant represents a non-negligible cost for the companies concerned. This practice, also known as “no show”, can be expensive:
“It is easily up to 10% that can impact the turnover of a day or a week”, testifies Nadège Dekenuydt, vice-president of the national confederation of beauty salons and spas on BFMTV.
More common during holidays
A bad habit that is particularly common during the holidays, she points out:
“With departures, people are stressed to be impeccable to leave and where the phenomenon of multiplying reservations or last minute cancellations can be more frequent.
This practice has become widespread in recent years, explains to BFMTV Sylvain Forbice, of the Delizia da Bartolo restaurant in Bordeaux (Gironde): “We realized that in recent years, people have been booking several restaurants everywhere to be sure we got one, but they weren’t thinking of canceling the others. Unfortunately people don’t have the same respect anymore when you take reservations.”
This room manager spends an hour every day calling all customers who have made a reservation to make sure they come. Last summer, nearly a hundred restaurateurs – including many great chefs – had co-signed a forum to denounce this practice of “no show”.
How to counter the “no show”?
The professionals concerned – restaurants, hairdressers, beauty salons in particular – are however not without response to this practice.
“You can set up a system to limit the number [des réservations non-honorées, ndlr]. In the options often chosen by beauticians and beauticians, you have reservation software that has adapted well and understood this problem of the profession: they offer an automatic callback the day before, by sms, so that people have in mind the appointment within a reasonable time to cancel”, explains Nadège Dekenuydt.
Another parade: ask for a deposit to book and thus encourage customers to honor their appointment or cancel on time:
“The deposit system is beginning to become widespread in the profession: ultimately what we sell as beauticians is our time and a “no show” is working time that is not paid “, adds Nadège Dekenuydt.
She recalls that the institutes are “mostly small structures, 90% of VSEs (very small businesses) and on a small team of less than 10 people, 10% of no show this directly impacts, in general, the salary of the manager.
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