Absences: What you can do

Why are no-shows a problem?

It costs you money

Every hour you have reserved but not filled is effectively lost income. You could have had another paying customer in the chair, but the time is wasted.

It disrupts your planning

Your calendar is likely carefully arranged so you can get the most out of each working day. When a customer does not show up, your schedule breaks down a bit, and you suddenly have a “gap” where you earn nothing.

It can create uncertainty

Think about how much energy you spend wondering if certain customers will not show up again. This can affect the overall level of service and job satisfaction.

Your time is worth money

Your time is the most valuable asset you have in your business. If you do not value it, some customers will not either. This is not to be harsh or inflexible – but to ensure that you can continue to provide the best service to all your customers.

Calculate your hourly rate

How much do you need to earn per hour to cover wages, rent, products, etc.? This can help you decide how high your cancellation fee or “no-show fee” should be.

Get customers to respect your time

By clearly communicating your terms (for example on your website, booking portal, or in the salon), you show that your time is valuable and not “free”.

The law on no-show fees – remember to inform about it

According to Danish law, you may charge a fee from customers who do not show up. However, it is crucial that the customer is clearly informed beforehand about the conditions for no-shows and the size of the fee. Without prior information, you cannot enforce the fee if the customer complains.

Good places to inform:

1. On your website (under “Terms” or “Conditions”).
2. In your online booking (create a pop-up or acceptance field when customers book an appointment).
3. Via SMS or e-mail if you send a reminder about the appointment time.

The clearer it is stated, the fewer misunderstandings arise. Customers will also often be more motivated to show up or cancel in good time if they are aware of a potential fee.

What do you do specifically when the customer does not show up?

1. Contact the customer
   Send a friendly message or e-mail informing them that they missed their appointment and that you unfortunately must charge a no-show fee (if you have informed them about it beforehand). Be professional and not accusatory.

2. Invoice the fee
   If the customer, for example, has paid a deposit or provided card details in an online booking, you can more easily charge the fee. Otherwise, you can send an invoice or MobilePay request. Remember to attach a reason (e.g., “Confirmed appointment, no-show without cancellation”).

3. Make a decision about future cooperation
   If the same customer no-shows repeatedly (for example, 3 times), you can seriously consider whether you want to continue having them as a customer. People can of course change, but experience shows that this rarely happens. It is a perfectly natural business decision.

When you feel “too strict”

Many hairdressers and therapists find it difficult to charge money for a “service not rendered.” But remember, you have actually provided something: You have reserved your time, you have had expenses (rent, heating, staff, etc.), and you could have had another customer instead. Having a no-show fee is not a question of being strict or inflexible – it is a question of protecting your business and respecting your own time.

Positive and motivating angles

1. Think of yourself as a business
   Your time is your source of income, and you should guard it in the same way you guard the quality of your treatments.

2. Better service for everyone
   When customers cancel in good time, you can often manage to get a new customer instead. This means less wasted time and better service for all parties.

3. Build trust and loyalty
   Customers who actually show up and appreciate your time will also experience that you maintain a professional standard. This strengthens the relationship and loyalty in the long run.

Concrete tips

• Set clear boundaries: Create a short text you can give customers: “For cancellations later than 24 hours before the treatment or no-shows, a fee of XX DKK will be charged.”
• Send reminders: Many use SMS or e-mail reminders 24-48 hours before an appointment. This significantly reduces no-shows.
• Take a deposit: For larger treatments (for example, a major colouring or tattoo), a deposit can be an effective way to ensure the customer shows up.
• Say a polite goodbye: If a customer has no-showed 3 times, it is perfectly fine to decline further bookings from them. Kindly explain that you unfortunately can no longer offer them appointments as you have repeatedly lost time slots that other customers could have benefited from.

In short

It is not about punishing customers, but about being clear and straightforward about the fact that your time has value. By communicating clearly about cancellation policies and possible fees, you give the customer full transparency – and at the same time protect your business from unnecessary losses. Letting a recurring “no-show” customer go can ultimately free your time for a new, steady customer who books regularly and actually shows up as agreed. It also affects your mood when customers do not show up – that is really annoying! It is an investment in both your own and your other customers’ satisfaction. Your other customers can sense your mood if you come in after a "no-show" customer. In the end, you should be able to enjoy doing what you do best – without being stressed by no-shows, wasted time, and lost income.