How to introduce deposits without losing your regulars

I want to be honest about this because I wasted money making the wrong choice first. I started with BookPin when I opened my waxing salon in Edinburgh 8 years ago. It looked great on the surface but the client-facing booking page was clunky and I had ten people drop off mid-booking every week. Switched to Fresha 6 months ago and haven't looked back. Here's what the switch actually involved and what I think matters most when choosing a system.

First thing: don't just look at the price. Look at the booking flow from a client's point of view. I had a client tell me my old booking page made her feel like she was filling in a tax return. That stung but she was right. Fresha took me about half a day to set up properly, and within the first week I noticed clients were actually completing their bookings rather than dropping off halfway through.

Second: SMS reminders are non-negotiable. Email reminders get ignored. My no-show rate went from roughly 50% down to almost nothing once I turned on the automated text reminder 48 hours before each appointment. Worth every penny of the monthly cost.

Third: deposits. I introduced a £15 deposit about 6 months after switching and honestly I should have done it from day one. The people who complained were the people who would have wasted my time anyway. My regulars didn't blink.