Your Cancellation Policy Is Getting You Cancelled Salon Success Secrets podcast

Your Cancellation Policy Is Getting You Cancelled

9d ago 11:42

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We rethink cancellation policies through hospitality, not fear. We show how a loud, punitive stance can push loyal guests away and why better systems—not bigger warnings—solve most no‑show issues.
• roots of “cancellation” and “policy” and why language matters
• the viral all‑caps policy post and what it signals
• contrast with luxury hospitality and leading with warmth
• how fear‑first messaging creates guilt and churn
• guardrails vs hammers as a policy mindset
• target 5–10% cancellations and read the data
• systems fixes: rebooking, reminders, future picture, confirmations
• coaching teams away from social media copy‑paste policies
• culture over consequences and rewriting the policy voice
• practical exercise to test tone and guest feeling
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Chapters

1. Are Policies Pushing Guests Away? (00:00:00)

2. Words, Roots, And Purpose Of Policy (00:01:14)

3. The Viral Post And Ritz Contrast (00:02:33)

4. How Fear-Based Policies Backfire (00:04:27)

5. Guardrails, Not Hammers (00:05:37)

6. Systems Fix Cancellations, Not Shouting (00:06:49)

7. Culture Over Consequences (00:08:34)

8. Rewrite The Message And Balance (00:09:54)

108 episodes