Does anyone have a good system for reducing No Shows

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Permalink Reply by GIL BOYNE on July 15, 2009 at 6:49am

Fable Goodman said:

Adrian Tannock said:

In terms of payment. I know plenty of therapist who insist on clients paying for sessions in advance. I'm more philosophical about this. If somebody doesn't show (rare) I just use the time to update my website/read a book/write a part of an essay/send out feedback emails, etc, etc.. In any small business there's always things to be done.
To me, asking for payment in advance seems a bit desperate, almost like you're stating "I need to take payment before we do the work, 'cause I don't trust that you'll be satisfied enough with it to come back..."

That said there are people, who's opinions I respect, posting differently in this thread so who knows?? ;-)

Cheers,

Adrian

I agree with you Adrian.

If a client does not turn up , after about ten minutes, I put the kettle on, and make a cup of tea. Often just as I start to drink it, the doorbell will ring (sod's law). If not, I sit down and enjoy the tea, perhaps meditate, or self hypnoisis, and think about how I will spend my free time.

It used to be that I would read a Hypnosis book, something useful and related to therapy. These days I am more likely to come and check my emails, or hypnothoughts postings.

I have rarely taken potential clients contact details. There was a time when I used to say, "is there a number where I can contact you, just in case anything should crop up at this end, and I cant keep the appointment" they would then give me the number. " and I might say somehting like: "and of course if anything crops up at your end, and you can't keep the appointment, just give me a ring and that will be fine".

Simply having their number cut down the percentage of no shows. But if a person did not turn up, I would not ring them and ask why. It is their choice, and they have to live with the dynamic of having let someone down. I choose not to get into that dynamic of shame/punishment/resentment, as they are not my client unless they turn up.

Sometimes they would ring up later, with some excuse (real or invented) and make a fresh appointment. Sometimes not.

I have never asked for payment in advance. I do not want money from someone for work I have not done, and do not want to use money as a leverage to force people to turn up, who may have their own valid reasons for not doing so.

I treat clients as Human Beings not as business customers. I leave the isssue of turning up or not entirely in their hands, and these days do not even take thier telephone number (it is none of my business) as I have only once in thirty years not been able to keep an apointment I have made. And on that occasion, I was here to greet the client, and explain that I was ill, and not on best form to do the session. They understood, and made another apointment for a week later.


This is just how I choose to work and as Adrian said, others on this site, who I respect have different ways of doing things. That is fine by me too.

LOve and hugs,

Fable

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Permalink Reply by Susan French on July 15, 2009 at 8:05pm

Hi Darren,

Dealing with no shows is hard. The advice given by Roger and Chris is really good advice, but sometimes when you're starting out, you may not be comfortable doing that and possibly offending them. (Not so important when you've built a steady practice).

Truthfully, when I find that happening, I stop to analyze what I'm doing differently...not as well. Sometimes I'm tired or distracted by life problems. Sometimes I don't connect as well. Sometimes my words don't flow well enough and I have to go back over what I want to say.

BEST SUGGESTION OF ALL: make sure you are asking the client what he is looking for or or how you can help him and then listen to what he says. If you let him talk, he'll give you your selling and connecting points and you've created more rapport and trust. If you're too busy selling yourself and not listening and interacting, clients don't feel connected, important or understood and they'll change their iminds.

Susan

www.hypno4success.com


Susan

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Permalink Reply by Susan French on July 15, 2009 at 8:10pm

Yes, I do that as well. I offer my clients a slightly discounted rate for paying for 4 sessions in advance. Most of them take me up on it and they either show up or lose their appointment (unless, of course, they call). That has made my practice more consistent and I have a better shot at completing what needs to be done because they DO show up even if they're confused or discouraged.

Susan

www.hypno4success.com

Cynthia Cameron said:

Hi Darren,
Since we introduced our 3 session plan paid at first session we rarely have no shows. Can't think of any, in fact.
A 3 session program prepaid is a slightly discounted rate. A saving of $ for the client. (framed as)

We always phone the day before to confirm their appt.

Hope this helps.

Cynthia Cameron, CHt
www.channelled.com.au

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Permalink Reply by Darren on July 21, 2009 at 4:52am

Thanks to everyone for the great feedback.

All the best!

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