Handling no-shows and last-minute changes
A client who cuts the guest count on the day, or guests who simply don't turn up, comes with the job. Without a clear change policy, you foot the bill for purchasing and staff that were already locked in. This article covers how to set a deadline after which numbers are fixed, what you still adjust for free and what you don't, and how to charge for no-shows and late changes without damaging the client relationship.
No-shows and late changes come with the job, but not without a policy
By the time an event starts, you've already bought stock and scheduled staff based on the guest count the client gave you. If someone cuts that number the day before, or a chunk of guests simply don't turn up, you foot that bill, not the client, unless you've agreed otherwise upfront.
Set a deadline after which numbers are fixed
Agree a fixed deadline, say 3 to 5 working days before the event, after which the number given becomes the guaranteed number. Before that deadline the client can still adjust for free, after it you charge for the guaranteed number, even if fewer people turn up on the day. Put this deadline in the quote itself rather than burying it in the small print of your terms, so it's not a surprise for the client.
What you still adjust for free, and what you don't
A difference of one or two guests usually isn't worth making a fuss over, build in a small margin for that. Bigger changes after the deadline get charged at the guaranteed number. Draw a distinction between increases and decreases: extra guests can often still be fitted in if purchasing allows, fewer guests after the deadline doesn't change what you've already bought and scheduled.
Charging for it without damaging the relationship
Explain your policy when you send the quote, not the moment something goes wrong. Keep the communication businesslike but not rigid: explain that purchasing and staff were already locked in, rather than just pointing to a clause in your terms. Put the deadline in your terms and conditions, and remind the client of it again shortly before the event, then charging for it feels like a logical consequence rather than a surprise.
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Frequently asked questions
When do you set the deadline for the guaranteed guest count?
Usually 3 to 5 working days before the event, depending on how much lead time you need for purchasing and staffing.
Do you always charge the full number for a no-show?
After the deadline you charge for the guaranteed number, even if fewer guests turn up on the day.
Can a client still increase numbers after the deadline?
Often yes, if your purchasing and staffing still allow it. Decreasing numbers after the deadline is no longer free.
How do you set the deadline so it doesn't become a dispute?
Put the deadline in the quote and in your terms and conditions, and remind the client of it again shortly before the event.
How do you charge for it without damaging the relationship?
Explain that purchasing and staff were already locked in, rather than just pointing to a clause in your terms.
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