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No show policy
I am a new massage therapist and have had a few no shows. It probably hasn't been many but since I'm just starting, it is hard when you get them.
My question is how do you handle them? Do you have a no show charge? If so, how do you enforce it? I do have in my policies that I have the right to charge for no shows.
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Replies to This Discussion
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Permalink Reply by Rajam K Roose on
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On another note, think about why you have no shows. I'm only throwing this in there because in the eleven years I've been practicing massage, I've had very few no shows-- maybe 2 at the most. I think this may be in part due to how I run my practice:
- Confirmation calls, they only take a few minutes out of the day. Some therapists consider that "wiping the client's a**" (yes, really, a therapist actually wrote that statement!), but if it prevents no-shows, it's well worth the time and is an aspect of good customer service.
- Thank you cards and follow up calls help make the client feel appreciated.
- Not working out of the range of your normal hours, the one no-show that I can actually remember occurred when I rescinded on that rule and came in on an off work day.
- When a new client makes an appointment, really talk with them and find out why they are coming in and explain why you would be a good fit for what they are looking for. Try to discover what their fears about massage are so you can alleviate any discomfort before they come in for the appointment.
It's still good to have a policy about no-shows if you've been experiencing them and if no-shows ever become a problem in my practice I will adopt them as well. But I invite you to think about WHY you are having no-shows, at the least it may help you think more about good customer service in your practice.
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Permalink Reply by Rick Rosen on
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The hospitality industry solved this problem long ago: get a credit card number for guaranteed payment of the first night's lodging. That way, if a person no-shows, the business does not lose the revenue from the room they reserved for the exclusive use of that guest.
Massage therapists have a limited number of treatment slots in a given week. A client who no-shows for an appointment creates a Lost Income Opportunity that cannot be replaced. There is no ethical reason why a massage therapist cannot require a payment guarantee of their clients. It makes good business sense to adopt this practice.
First, you have to be able to accept credit cards. This should be a given these days, as many people have gone "cashless" in their everyday transactions. Second, you write a clear no-show policy that you add to your standard disclosure statement that you give every client before treatment. I recommend a 24-hour minimum notice (no matter what the reason), with full session price being charged to the client if they do not uphold that. Third, you actually have to stand by the policy when clients fail to appear or try to change an appointment with less than 24 hours notice.
Many therapists balk at this last step, because they don't want their client's feelings to get hurt. The problem is, failure to uphold your own business policies with clients communicates an implicit message that you cannot uphold your own boundaries. This can begin to undermine the working relationships you have with your clients, and diminishes your status as a professional. Any client who refuses to honor the agreements you have with them for appointment times and other policies -- is not an asset to your practice. Over time, this kind of client can cost you more than whatever session income you receive from them. Be willing to let go of those folks.
This whole issue is really about the self-worth of massage therapists. It's time to stand up and claim the treatment you deserve. Your respectful clients will appreciate you for it.
Rick Rosen, MA, LMBT
Body Therapy Institute
Siler City, North Carolina
http://www.massage.net
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Permalink Reply by Jennifer Adams on
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Since I am still a student, I can't charge anyway, but I do have a cancellation policy and have it listed on my forms that if the client no-call no-show's they have forfeited their ability to have free student massages rescheduled for the duration of my Student Days. I mark their intakes for future reference. Out of the year I have been doing this, I have only had two NCNS.
I can not charge, but it costs me gas, supplies, and time to give these free massages, but I do them because I know 1. The more bodies I get my hands on as a student the better I will be and the more I will grow as a therapist. 2. I know there are people out there who need the work and appreciate my time and effort. 3. I get wonderful feedback about things I do or don't do. 4. Hopefully, I build a relationship with these clients and they will be repeat clients when I do get licensed.
Still debating on how I will handle it when I do start charging. I know that if I ask for a credit card at the time of booking, the client will likely just call the next therapist on the list, so right now I am still fleshing out the process, but will likely continue with the the notes in the files regarding NCNS, and if they NCNS will require CC's for future appointments to guarantee their time slot. If they don't wanna give the CC at that point, then I can probably assume they will continue to disrespect my time.
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Jennifer, so many business require a cc # these days, there's no reason why you should expect to lose much business if you decide to go that route. Most spa's, all hotels, and most any company where you are making a reservation for something require them.
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Permalink Reply by Nancy Henson on
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I am doing research now for my business and am weighing the pros and cons between two online scheduling companies! Securing a credit card w/each appointment for new clients does make sense and lets the clients know you deserve the respect as a business person for your time and availability.
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Permalink Reply by Lisa on
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The business I am working for does not take credit cards at all. I understand the need to keep costs down but I was totally dismissed when I mentioned that online scheduling and a credit card machine might be useful. It is very inconvenient and embarrassing when a new client has not been pre-informed of this dilemma when they book their appointment and I have to ask them to go down the block to the atm at the bank (yes, it has happened more than once and is another thing on my list of disagreements in my current situation) Again, I cannot wait to get my own office, I like to jump in with both feet and cicumstances and instinct are telling me to hang in there for a couple years and see what happens, lol. I am so hoping that all the disadvantages I am finding out now will lead me to better business practices for myself in the future.
Nancy Henson said:I am doing research now for my business and am weighing the pros and cons between two online scheduling companies! Securing a credit card w/each appointment for new clients does make sense and lets the clients know you deserve the respect as a business person for your time and availability.
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Permalink Reply by Kathy Mackay on
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No shows are incredibly frustrating. I find it happens more often with a new client, especially GC holders. There are a couple of things I do to prevent them which has helped cut them down to a rare occurrence.
During the initial phone call for booking I verbally tell the client my cancellation policy including information that if they late cancel or no-show the appointment they will be charged for it. I remind all GC holders that they forfeit the certificate if they late cancel or no show plus this same info is on every GC. Each of my certificates is numbered so I can track this information and I keep a listing of people/certificates.
I give all new clients a reminder call the day before their appointment. This really helps cut down on GC no shows more than anything.
The policy is clearly stated on my intake form and I require everyone to read it then sign their names at the bottom of the sheet to indicate they've read and understood the information.
Much like others have stated, my cancellation/no show policy is created to weed out the disrespectful clients. My time is valuable with limited appointment times therefore clients who do not show up for their appointment times are of no use to me.
There are occasions when emergencies arise, people get sick, nasty weather prevails and I look at those on a case-by-case basis but in general my no show fee is $65.00 or forfeiture of the session/gift certificate. I seldom have trouble collecting money from regular clients and if a new client doesn't pay I will not rebook with them.
I know it can be stressful approaching this initially. It helped me to work out a script before hand so it was easier to deliver it over the phone when I was booking the appointment. Each time it got easier to state and after a while it became second nature to confirm the appointment date and time, deliver my cancellation/no show policy, then reconfirm the date and time when I would see them.
Goodluck with your practice.
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Permalink Reply by Jan Jakubowski on
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If you are just starting out, I strongly recommend that you have a policy and stick to it! I made the mistake of over looking no shows and late cancellations many times with certain clients and then when I mentioned something to them after it continued, they felt put off. I would allow one no show and then make it a policy to charge at least 50%, if not a full charge fee. If you don't stick to your policies, you might as well not have them.
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Permalink Reply by Massage Gnome on
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We recently got an account with Appointment-Plus for online booking and have been totally happy with them. You can choose if you do or don't want the customer to put in a credit card, block certain people from booking online at all and more. I highly recommend it. We have gotten not only leads from it (people that are interested but maybe don't find a time they need or whatever the reason) then we call them back if they didn't book. We get a ton of new business and our current customers love it. Cuts down on the 3 or 4 calls when the customer only has one time slot picked for their appt and then it is already full so they go get 1 more and so on. We don't require a CC payment but have been seriously thinking about it.
Lisa Rice said:
The business I am working for does not take credit cards at all. I understand the need to keep costs down but I was totally dismissed when I mentioned that online scheduling and a credit card machine might be useful. It is very inconvenient and embarrassing when a new client has not been pre-informed of this dilemma when they book their appointment and I have to ask them to go down the block to the atm at the bank (yes, it has happened more than once and is another thing on my list of disagreements in my current situation) Again, I cannot wait to get my own office, I like to jump in with both feet and cicumstances and instinct are telling me to hang in there for a couple years and see what happens, lol. I am so hoping that all the disadvantages I am finding out now will lead me to better business practices for myself in the future.
Nancy Henson said:I am doing research now for my business and am weighing the pros and cons between two online scheduling companies! Securing a credit card w/each appointment for new clients does make sense and lets the clients know you deserve the respect as a business person for your time and availability.
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Permalink Reply by Lucianna Johnston on
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I don't think you should state that "you have a right to charge" I think you should come up with a clear policy and enforce that. That being said, and this is only my personal opinion, charging a client for services they did not receive is tricky. It puts a bad taste in their mouth and that is the mouth they be using to talk about you and your business. Word of mouth is the very best form of advertising in our profession. How I handle no shows I feel is very effective because as a result of my procedures they very very rarely happen.
1. Always call the day before and confirm your clients.
2. Let your client know that I if they need to cancel it is fine you just would like as much notice as possible.
3. If you do have a client that you see who no shows once in a while put them in a slot where if they were to be a no show it wouldn't an inconvenience to you. For example, the last appointment of the day..they no show..you're off early.
4. Also, rethink your policy. Perhaps something like 1st no show is a freebee and 2nd show and on there is a fee for missing the appointment.
Ultimately you have to feel good about your policy. In all honesty, keeping up with my confirmation calls I can count on one hand how many no shows I have had in the past 5 years. Another thing to consider is money management. If you are living massage to massage a no show can be devistating. If you have a savings, and live below your means a no show is just some extra time in your day to clean your office, grab a bite to eat, or get off your feet for a while.
Good luck!
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Permalink Reply by Quita Reed on
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I try to give people the benefit of the doubt. I never ask for a credit card to hold an appointment, unless it is for a client that habitually no shows, or is late. I very rarely have clients that do not respect and appreciate the services I am providing for them. Be clear where your boundaries are and enforce them. It is business, afterall, and there will always be someone that doesn't agree with your policies. Part of the reason we are self-employed is to be able to build the type of practice that suits our wants and needs.
The shop said:
I just had my first horrible experience with a client and it took all I had to keep from being very angry with her. She made an appointment for a Hot Stone massage ( on a Sunday ) because she is a nurse and has a busy life. I always work with people who would like to get a massage, that's what it's about after all. She was a no call no show so I billed her for it. During a call with the doctor out of the same office as the nurse, she ( the nurse ) got on the phone and set up another appointment. I scheduled her and when she came in I asked for the payment for the NCNS and she blew up. She gave me about a hundred reasons why she should not have to pay for the missed appointment. I explained that not only was this more involved than the usual massage she gets, she asked for a Sunday appointment. She then turned to me and said that "this was what the ladies in town were talking about with me". I asked her what she was talking about and told her that it was not very nice for her to try to hurt me but if she was trying to it worked and that she was welcome not to pay the bill, but could not come to me for massage again. She insisted on the massage so we proceeded. I did my job with professionalism and she started talking about it again. I told her that it was over with and all I wanted was for her to leave feeling relaxed and glad that she came to get a massage from me like she always has. She started crying and apologizing and I told her to forget it because I had- and turned the conversation to her. She was off the hook for being just plain mean. My time is valuable also. The last two times she did this I could have filled those spots with customers who live within a few minutes of me.
This was not the first time she has been a no call no show, and I have always worked with her and never charged a dime. I try to be understanding with people and their problems, but she was being vindictive and angry that she was going to have to pay me for this time. She was screaming about the NCNS policy and said she had never signed anything, (she has but doesn't remember it). I pointed to the posting by my head and of course she acted surprised to see it (it's been there for 4 years) but that didn't seem to matter to her. She is also on contract with me for massages at a discounted rate, so she attacked that also.
What I really wanted to do was scream at her the same way she was screaming at me. I wanted to remind her that I have worked very late nights because of her whim and that she is no more important than any of the other customers who have paid bills for time they have missed so they can come back to my shop. I wanted to tell her that I work hard to make sure she is happy and will come back to my business even though I don't like her as a person- I hope she will be a better person someday soon. I am exhausted after this session and it's crazy, but I knew at some point something like this would happen with her and I wasn't prepared except that I stayed calm and professional.
I know she will go to work tomorrow and say bad things about me to the other gals who come see me and I am prepared not to say a word about what happened with her to them because it's a professional relationship and we are not in high school. I came home and talked with my husband ( he's a wonderful support system ) who assured me I did the right thing, but hopes the same thing that I do, ....maybe I'll get lucky and she won't pay the bill and I can just turn her down for non-payment from now on.
Before I come home tomorrow, I will be on a credit card plan and will be verbally explaining my NCNS policy.
I hope my spewing here is okay. It's nice to be able to put this where others who are in the same trade as me can give me some tips, some suggestions, some yes I did it right or no I didn't handle it right and most important, it's nice to throw it out there so that I can move on to other things. Talking about it does help. I don't know if credit cards will help, but I hope it will.
What do you think?
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