How to handle client illness & cancellations in your nail business
By Hannah Beth Clayton | 20 October 2025 | Business, Expert Advice, Feature
Nail business mentor, Hannah Clayton, talks colds, coughs and cancellations…
It’s that time of the year when clients get the sniffles and cancel their appointments, leaving your diary looking quiet and you panicking. It’s been happening left, right and centre for me this month!
Coughs, colds, kids off school and that ‘I’m just not feeling great‘ message the morning of an appointment can all feel too much. But while illnesses might be out of your control, you can still protect your business – you just have to do it the right way and stick to your rules.
Every year, I see so many nail techs panic when their perfectly planned diaries starts to fall to pieces. However, please remember this: cancellations don’t have to ruin your day, or your income, if you set boundaries early and communicate clearly.
Implement a clear, fair cancellation policy.
It’s not unkind; it’s about mutual respect. Think of it as your business safety net. Whether your policy involves 48 hours’ notice or non-refundable deposits, it’s there to protect you.
If clients know your boundaries before they book, there’s no awkwardness when you enforce them. My clients now transfer money before I’ve even mentioned it because they know how strict I am!
Keep your communication human.
When a client messages to cancel, reply with empathy but firmness. I tend to say something like, ‘I completely understand, I’ll miss our catch-up today. Just a reminder that as per my policy, the cancellation fee will apply. I hope you feel better soon.‘ It’s kind, but it still reinforces your boundaries. These words have never let me down!
Make a plan for the gaps.
Now is a great time to build a short notice list of loyal clients who’d love a last-minute appointment. When cancellations happen, you can turn that ‘argh’ moment into opportunity, instead of stress.
Also, don’t forget your own wellbeing, because YOU matter. Sometimes, I don’t rebook; I walk my dog, enjoy picking my daughter up from school, or turn my phone on ‘Do Not Disturb’ and enjoy some peace.
Having structure doesn’t make you less flexible – it makes you stronger. See this as a reminder to tighten your systems, review your policies and communicate your boundaries proudly. Because at the end of the day, you need to run a business that feels calm and professional. Your business, your rules!
For information about my mentoring and education opportunities, head to www.studiobyhannahbeth.com.
See you next month!
Hannah x
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