They are called “ghost customers”. They book but they don’t come. The phenomenon was well known in the restaurant world. It affects more and more that of hairdressers. They decided to take action. Some ask for deposits or even credit card imprints.
Ghost customers are the obsession of Mirilise, at the head of a hairdressing salon in Vezin (Andenne). “It happens that we find ourselves daily with holes in the agenda. Clients make appointments and do not come without telling us.”
These increasingly frequent absences in recent months annoy the hairdresser. “I think people are really struggling financially. They make an appointment, and in my opinion following checking their account in the morning, they realize that financially it’s not possible.”
Since last week, the client must provide him with a bank imprint when he reserves. If he does not show up for the appointment, and has not notified the salon within a reasonable time, an amount is deducted.
“It’s a security for us. It’s unfortunate to have to do this, but it’s the only solution we’ve found”adds Mirilisse.
Protect yourself as colleagues do. Emilie has opted for the mandatory deposit for certain colors and for repeat customers. “The covid crisis, the energy crisis plus the customers who don’t come, it’s complicated. This very quickly poses a problem for the merchant but also the other customers who no longer have room for the days that interest them”, she indicates.
To limit absences, Emilie sends reminder messages and contacts the client following ten minutes late.