Issue link: http://cp.revolio.com/i/142672
keep client cancellations to a minimum inform the client of this policy each and every time she schedules. Here is a sample script you can use: "Please remember I have a 24-hour rescheduling policy, so if you decide this time won't work for you, please be sure to let me know at least 24 hours before your appointment. I would hate to have to charge you for a full session even if you won't be using it. Does this work for you?" Once clients say, "Yes, it works for me," they have confirmed they know your rescheduling policy and will pay for the session should they need/ want to change their appointment. Once the appointment is scheduled, here is a tip to be sure it will stick: make reminder calls. If you have the time, or have someone else available to do it for you, call clients 24–48 hours in advance (at the very least call prior to your rescheduling window) and remind them of the day and time you are holding just for them. You need to reinforce for clients the benefits they will get from seeing you. They will start to visualize how much better they will feel, so they'll be much less likely to cancel. Too often we think only about ourselves financially, and why we want clients to come in. Of course the appointments that stick help us, but remember— they also help your clients. When it comes to leaving a voice message for clients, you absolutely do not want to give a client the option to bow out of an appointment. A cancellation won't help clients reach their goals, nor will it help you be a successful massage therapist. If clients get your call and were thinking about rescheduling their appointment, it may prompt them to do so. As long as it is outside your reschedule window, you might still have time to refill the timeslot with another client. Creating Your Rescheduling Policy There are many different factors to determining the right cancellation/ rescheduling policy for your practice. Some questions to ask yourself when making your policy include: 1. Do you work for yourself or with other therapists? Decide how much notice you need or want to be able to accommodate the requests. 2. Based on your clients' lifestyle, what window of time is reasonable? If you have clients whose jobs require last-minute meetings or clients with small children, your window might need to be a little more flexible. 3. Determine what your exceptions to the policy will be. As noted with the client above, certain situations require flexibility. Things to consider here are sick clients (or their sick children), a death in the family, etc. If you have a first-time client who has a reason to reschedule, I suggest you waive the full fee. But—this is key—be sure to let her know you are waiving the reschedule fee. Say, "Mary, you are calling within my 24-hour rescheduling window, but I'll go ahead and waive the fee for you since this is your first time with me. Please keep this 24-hour window in mind in the future because I will need to charge you next time." Always use your best judgment. How To Bill Clients for Missed Appointments I suggest therapists always take a credit card from new clients to confirm the appointment. If you are not set up with a merchant account to allow you to accept credit cards, you can still easily bill clients' credit cards through online sources such as Square or PayPal. Be very specific about your cancellation procedure in advance and have clients verbally agree that they will be obligated to pay you for any missed appointment. Every time you book (or rebook) a client, you need to reiterate your cancellation policy. Once you have a credit card on file, if the client then does not show or changes appointments within the rescheduling window, it is understood you will put the charge on the credit card. The key here is to be sure clients know your policy. It is unfair to tell a client you will charge her for something she didn't know she was responsible for. It's important to create and state your cancellation/rescheduling policies in advance, both to inform veteran clients of your new guidelines, and to make sure new clients are fully aware of the consequence of cancelling. By having a policy in place, you are establishing expectations and creating a safety net to ensure you are in charge of your own schedule. SPH Irene Diamond, RT, is an educator, public speaker, and business coach who enjoys enlightening therapists, fitness trainers, coaches, and other "thera-preneurs."