Free to copy

Running late messages: for late clients and when you are behind

When a client is running late, reply quickly with what happens next: how long you can wait, whether the full service still fits, and the option to move the appointment. When you are the one running behind, tell her before she leaves home, with a new time and a choice to wait or reschedule; the templates below cover both sides.

Updated

When to send it

  • As soon as the client tells you she is late, so she knows what to expect before she arrives.
  • About 10 minutes after the start time if she has not arrived or written.
  • As soon as you see you will be more than a few minutes behind, ideally before the next client leaves home.
  • Once you know the new start time; a vague "a bit late" is harder to plan around than a time.

Templates to copy

Replace the parts in {curly braces} before sending.

  1. Client late, within your grace period

    No problem, {name}, thanks for letting us know! We can wait until {time}. Drive safely, see you soon.

  2. Client late, shorter service

    Thanks for the message, {name}. As you'll arrive at {time}, we'll have time for {shorter service} instead of the full {service}, so the next client isn't delayed. Is that OK, or would you prefer to move to another day?

  3. Client too late, reschedule

    Hi {name}, sorry, with {minutes} minutes' delay we can't fit your {service} today without making the next client wait. Could we move you to {day} at {time} or {day 2} at {time 2}? As our policy says, {late policy}.

  4. Client not here yet

    Hi {name}, we're ready for your {service} at {time}. Are you on your way? Just let us know, so we can plan.

  5. Salon running behind

    Hi {name}, we're running about {minutes} minutes behind today, sorry! Your {service} will start around {new time} instead of {time}. If that doesn't work, reply and we'll find another time for you.

  6. Apology after a long wait

    Thank you for your patience today, {name}, and sorry again for the wait. We really appreciate it and look forward to seeing you next time.

Tips for writing it

  • Decide your grace period before it happens (for example 10 or 15 minutes) and use the same one for everyone.
  • Write the new time, not only the delay: "starting at 14:20" is clearer than "20 minutes late".
  • Offer a choice when you can: a shorter service today or the full one on another day.
  • When you are behind, write early and say sorry once; do not over-explain why.

Questions

How long should a nail salon wait for a late client?

Choose a grace period that fits how tight your schedule is, for example 10 or 15 minutes. What matters most is to write it in your policy and apply it the same way to everyone.

What do I say to a client who is late again and again?

Stay friendly but clear: remind her of your late policy, offer a shorter service or another time, and consider asking her to book a slot with a gap after it.

How do I tell clients that I am running late?

Message them as soon as you know, give a new start time, apologise once, and offer to move the appointment if the new time does not work for them.

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