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.

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!

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?