No-shows: What you can do

Why are no-shows a problem?

It costs you money

Every hour you’ve set aside but don’t fill is, in real terms, lost income. You could have had another paying client in the chair, but the time is wasted.

It disrupts your planning

Your diary is probably planned carefully so you can get the most out of each working day. When a client doesn’t show up, your schedule gets thrown off, and suddenly you’re left with a “gap” where you earn nothing.

It can create uncertainty

Think about how much energy you spend wondering whether certain clients will no-show again. It can affect the overall level of service and your enjoyment of the work.

Your time is worth money

Your time is the most valuable asset you have in your business. If you don’t value it, some clients won’t either. It’s not about being harsh or inflexible—it’s about making sure you can keep giving the best service to all your clients.

Work out what your hourly rate is

How much do you need to bring in per hour to cover wages, rent, products, and so on? That can help you decide how high your cancellation fee or “no-show fee” should be.

Get clients to respect your time

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

The rules on no-show fees – remember to inform clients

Under Danish law, you may charge a fee to clients who don’t show up. However, it’s crucial that the client is clearly informed in advance about the conditions for no-shows and the size of the fee. Without prior information, you can’t enforce the fee if the client complains.

Good places to inform clients:

1. On your website (under “Terms” or “Conditions”).
2. In your online booking (set up a pop-up or tick-box acceptance when clients book).
3. By text message or email if you send an appointment reminder.

The clearer it is, the fewer misunderstandings you’ll have. Clients will also often be more motivated to show up—or cancel in good time—if they know there may be a fee.

What do you do in practice when the client doesn’t show up?

1. Contact the client
   Send a friendly message or email saying they missed their appointment and that, unfortunately, you have to charge a no-show fee (if you informed them about it beforehand). Keep it professional and not accusing.

2. Invoice the fee
   If the client has, for example, paid a deposit or provided card details in an online booking, it’s easier to take the fee. Otherwise, you can send an invoice or a MobilePay request. Remember to include a reason (for example: “Appointment confirmed, no-show without cancellation”).

3. Decide about working together in future
   If the same client no-shows repeatedly (for example 3 times), you can seriously consider whether you want to keep them as a client. Of course people can change, but experience shows it rarely happens. It’s a completely natural business decision.

When you feel “too strict”

Many hairdressers and therapists find it hard to ask for money for a service that “wasn’t provided”. But remember that you actually did provide something: you reserved your time, you had costs (rent, heating, staff, and so on), and you could have had another client instead. Having a no-show fee isn’t about being strict or inflexible—it’s about protecting your business and respecting your own time.

Positive, motivating angles

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

2. Better service for everyone
   When clients cancel in good time, you can often fit in a new client instead. That means less wasted time and better service for everyone.

3. Build trust and loyalty
   Clients who actually show up and value your time will also see that you keep a professional standard. It strengthens the relationship and loyalty in the long run.

Practical tips

• Set clear boundaries: Write a short text you can give clients: “For cancellations later than 24 hours before the treatment, or for no-shows, a fee of XX kr. will be charged.”.
• Send reminders: Many people use text message or email reminders 24–48 hours before an appointment. That reduces no-shows a lot.
• Take a deposit: For bigger treatments (for example a large colour treatment or a tattoo), a deposit can be an effective way to make sure the client shows up.
• Say goodbye politely: If a client has no-showed 3 times, it’s completely fine to decline further bookings from them. Explain kindly that, unfortunately, you can’t offer them appointments anymore, because they have repeatedly wasted time blocks that other clients could have benefited from.

In short

It’s not about punishing clients, but about being plain-spoken about the fact that your time has value. By clearly communicating your cancellation policy and any fees, you give the client full clarity—and at the same time you protect your business from unnecessary losses. Letting a repeat “no-show” client go can, in the end, free up your time for a new, steady client who books regularly and actually shows up as agreed. It also affects your mood when clients don’t show up—it’s really annoying! It’s an investment in both your own satisfaction and the satisfaction of your other clients. Your other clients can tell what mood you’re in if you come in after a “no-show” client. In the end, you should be able to enjoy doing what you’re best at—without getting stressed by no-show clients, wasted time, and lost income.