- Lou DeCola
- Jun 20
- 5 min read
By Lou DeCola, Owner, DeCola Salon
I have been thinking about how to write this for a long time.
Not because I was unsure of what I wanted to say, but because I wanted to say it the right way. Because the people I am writing about deserve more than a policy announcement. They deserve to be seen.
This month, DeCola Salon implemented a cancellation policy. Cancellations made within 48 hours are charged 50 percent of the service total. No-shows and same-day cancellations are charged in full. I am not hiding behind softer language. That is the policy, and I stand behind it completely.
I need you to understand why. And I am going to do my best to help you see what I see every single day.
Most of us have jobs where a paycheck arrives regardless of what the day brings. You show up, you do your work, and at the end of the week, you get paid. It does not matter if the phone was slow or the foot traffic was light. The salary is there. Now imagine if that changed. Imagine being told that, because no one walked through the door today or picked up the phone, you would not be paid for the hours you just gave. That would feel outrageous to most people. That is the reality our stylists live every single day. Except in their case, it is not a slow store or a quiet phone that costs them. It is someone who booked an appointment, took that spot off the table for everyone else, and then simply did not show up.
Most people understand that a hotel charges you when you cancel too late or fail to show. An airline keeps your fare when you miss your flight. A contractor bills you for the time they showed up to a job you canceled without warning. We accept these things without much thought because we understand that professionals rely on their scheduled time to earn a living. Somehow, when it comes to salons, that understanding gets lost. I would like to change that.
What It Means to Reserve an Appointment
When you book an appointment with one of our stylists, they hold that time for you. They turn away other clients. They plan their day around that booking. Every stylist at DeCola Salon is paid on commission, and the truth is, that is how most salons across the country operate. No appointment means no paycheck. It is that direct. When a booking disappears at the last minute, that time cannot be recovered. There is no one to call, no gap to fill on short notice. That hour or two is simply gone, and so is the income that was supposed to come with it.
The People I Am Protecting
I want to tell you about some of the people who work here. They are the reason I am writing this.
Alysa is a single mother with a three-year-old at home. She comes in every day ready to work, carrying more than most people will ever see. She is not just building a career. She is building a life for her child, one appointment at a time. Every booking in her column is a grocery run, a daycare payment, a small piece of stability she has earned through her talent and her dedication.
Ellie just returned from maternity leave. She took unpaid time off to be with her newborn, and when it was time to return, she made a decision that took real courage. She changed salons and joined our team, which in this industry often means starting over. She is doing all of that with a new baby at home and a limited schedule while she finds her footing as both a mother and a new member of our team. Every appointment she books is a small victory. Every no-show she absorbs is a setback she cannot afford.
Emily is one of our highest-tier stylists. She is also ten years into her recovery battle from addiction. Every single day she walks through that door she is doing two things at once: she is there for her clients with the kind of skill and dedication that has earned her a place at the top of her craft, and she is there for herself. Her chair is one of the most sought-after in this salon. She has built that entirely on her own talent, discipline, and determination. Ten years of choosing herself, every single day. For her, a full book is not just a measure of professional success. It is a reflection of the life she has fought hard to build and refuses to take for granted.
And then there is Donna. She has been behind a chair for 42 years. The years behind the chair have not been easy on her body. She has had neck surgery and manages serious back problems, and still she shows up, still she stands, still she pours herself into every person who sits with her. She is thinking about retirement, as anyone would after a lifetime of devotion to a craft. But for someone who has spent her entire career earning on commission, that transition is not as simple as picking a date. Every appointment she fills right now matters. Not just for today, but for the future she has spent 42 years working toward and has earned.
These are just a few of the people behind our chairs. With a team of more than twenty stylists, there are many more stories just like these. And there are millions more just like them across this country, in salons just like ours, hoping that the clients who book with them understand what that appointment really means.
These are the people I think about when I think about this policy. Not the policy itself. Them.
What This Is Not
This policy is not designed to take money from people. We are a salon. We want clients in our chairs. We want our team doing the work they love for people who love them back.
We also know that life does not follow a schedule. Illness comes without warning. Cars break down. Children get sick. Emergencies do not ask permission. Our policy has always made room for this, and it always will. If something unexpected happens, we ask that you reach out as soon as you can, and we will work with you. That is not just language in a policy. That is how we actually operate.
What we are asking for is consideration. The same consideration you would extend to any skilled professional whose time you are reserving. A heads-up. A call. Enough notice that someone else on our waitlist can take that spot, and our stylist's day remains whole.
To My Fellow Salon Owners and Stylists
You already know this feeling. You have stood in your salon watching a chair sit empty that should have been full, doing the quiet math in your head. Our industry is full of people who chose this work because they love it, and that love is sometimes the very thing that makes it hardest to protect ourselves. But protecting your team and loving your clients are not in conflict. They never were. A stylist who feels valued gives more, stays longer, and builds the kind of relationships that last decades. When we take care of our people, our clients feel it. You deserve to stand behind that. Your team deserves it too.
I did not write a cancellation policy. I wrote a love letter to my team.
I hope you read it that way.
Lou DeCola is the owner of DeCola Salon, an award-winning luxury salon in Exton, Pennsylvania, and a six-time Salon Today Top 200 honoree.
