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Cancellation policy

I have been having an issue with people booking appointments then cancelling them. How can you charge for a first time client if you don't have any of their information? I decided that I am going to start having a cancellation policy and tell everyone that books. I do have a cancellation policy like a doctor if you have to rebook and you don't give at least 24 hours notice you will be subjected to a $25 fee to be added to your next service.

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Permalink Reply by Jody C. Hutchinson on August 22, 2010 at 9:02am

Sk,
I feel your pain. This is an unpleasant part of the biz that we have to deal with. At a doctor's office there is staff to confirm, schedule, and enforce the office policies. Unfortunately, for a sole MT, we have to do it all. After 22 years of trying to figure out how to communicate this-I have used the following things with some success:

3 signs in my office, one right in the line of sight as client sits to wait for visit.
telling client at booking-but if they flake, no CC#, just a loss.
a written policy statement that the client reads and signs-one man had forgotten(?).
put the cancellation policy on the back of the appointment card.

I find that most people are gracious and good at planning so they show up for their sessions. However, I've had my share of entitled people: CEOs, MDs, CFOs, MTs, etc. who are not going to pay for a missed visit-no matter what.

The only way to charge for the first visit is to get a credit card number and then charge it. I bet the person could dispute the charge, saying they never go the service-so it's a toss up.
One thing- I don't book Monday visits for people who are in crisis on Friday, they will call and cancel on Sunday night.

Hope this helps and one last tip: stick to your guns and don't let people fail their visits and not pay. Remind them that your time is valuable, too.

Cheers,
jh

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Permalink Reply by Frances Nicolais on August 22, 2010 at 12:33pm

Hi Stephanie... I also feel your pain. I send out a confirmation email at the beginning of each week, which lists my cancellation policy (24 hours) or they are responsible for the full amount of the session. So far, most people who missed appointments, have paid for their missed session. I have only had one or two who have not done so (in 17 years!), but maybe they aren't supposed to be my clients. $25 for a missed appointment might not be enough incentive for people to give you enough notice. I think it needs to be a sufficient enough fee to actually make an impact. Good luck!

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Permalink Reply by Stephanie Keffer on August 23, 2010 at 10:23pm

I just find it rude. I know stuff happens. We just had a death in the family so I am walking around fogged up. If you can't make something just let me know, hey my kid's sick sorry, something. Yeah non of my regulars have done this it's just newbies who book then don't show. But I will be starting to make 24 hour reminder calls. Working for yourself you have to think ok what would a receptionist due if I was fortunate to have one. Thank you for your helpful hints and wisdom of advice.

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Permalink Reply by Lisa on August 26, 2010 at 9:31pm

if it's newbies...it may be that they get intimidated by the approaching unknown experience and so they don't show and don't call for fear of being rude, not really intending to be rude. I think some of the suggestions of calling or emailing confirmations should help as well as perhaps a call after a missed one just saying that you understand that something might have come up and that you are calling to see if they want to reschedule. Perhaps then at this time you can ease their fears with "if you have any questions regarding the session, I'd be happy to discuss them with you".

just some thoughts to help see another perspective of things.

Stephanie Keffer said:

I just find it rude. I know stuff happens. We just had a death in the family so I am walking around fogged up. If you can't make something just let me know, hey my kid's sick sorry, something. Yeah non of my regulars have done this it's just newbies who book then don't show. But I will be starting to make 24 hour reminder calls. Working for yourself you have to think ok what would a receptionist due if I was fortunate to have one. Thank you for your helpful hints and wisdom of advice.