How would you handle clients cancellation

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Permalink Reply by Stephanie Conkle on December 1, 2011 at 5:20am

Hi Doreen,

 

I think what you did was fine. One thing I've learned that has helped my sanity is that you do not have to take every client that calls in. I too, have a cancellation policy where they will be charged a no show fee if the appointment is not cancelled 24 hours in advance (I'll usually let them get away with 12 hours), but of course they have to sign the documents to make it legal and it's always first time clients who fail to show up. 

What I tell them is since you missed your appointment, I'm going to have to put you to the back of the cue on my waiting list (which could be 6-8 weeks from now). If someone cancels in the meantime, I will give you a call, but I just have no availability right now. I'll be happy to refer you to another hypnotherapist in the area and maybe they can squeeze you in sooner. (My attitude with them is that it is perfectly okay if I lose you as a client...because it really is. If they are trouble before the first session, I know they will be more difficult to work with during session. They have already failed to follow a suggestion from me to be at the appointment and be here on time.)

Once you tell them that...oh my! You will see quite a transformation! They will work hard to talk you into seeing them earlier. If my intuition tells me to drop them, that is my final stance. They are free to leave to me and go to someone else if they don't like it. I'll even give them recommendations of who I think is good in my area and why I think so. If I pick up from them that they are genuinely sorry and won't let it happen again, I will hem and haw over their suggestions to meet again and then say something like my calendar is full this week, but...hmmm....let me see....I blocked out a time on Friday at 3 pm to (fill in personal time here) take my kids to the playground, get my hair done, whatever. Now, the onus is on them to really show up. If not, they are taking time away from me on a more personal level. Most people are respectful of my time when I re-frame it in that way and will indeed show up, since I'm doing them a HUGE favor. If that doesn't work, don't sweat it. It's okay to release them. (Remember they need you more than you need them, even when business is slow.)

And I like your idea of also having them prepay a deposit before even showing up to the session, if they seem like trouble. My policy is to have clients pay before we begin the session, and I give a generous discount if they pay for 3 sessions in advance. Almost every single client takes the discount and, guess what?, if they are no shows to the subsequent sessions, I got paid for my time regardless. I have this all clearly written in the contracts they sign, so there is not even a legal issue for me to worry about. 

Trance out,

Stephanie      

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Permalink Reply by Dr. Jonathan Royle on December 1, 2011 at 5:58am

Personally I won't see a client for any less than a fee of £250 (around $400) bare minimum for around one hour of my time and often charge a lot more than that.

 

The more you charge the less cancellations and messing around you'll get - thats what I have found anyway.

 

And I always take 50% of the fee upfront at the moment of booking by credit or debit card over the phone and ensure that they have either emailed back their completed pre-session questionairre or sent it back through the post at least a Week before I will be due to see them.

 

When they sign this (or return completed via email) they are entering into a legally binding contract whereby they have agreed in writing that the 50% deposit pre-paid is yours to keep whatever occurs from that moment forwards and that they will pay the 50% balance in full in CASH upon arrival at your office on appointed day and time.

 

I make it quite clear that unless they give me MORE THAN 24 Hours written notice of cancellation or alteration (by email or signed for delivery post) and also phone to confirm this, that they will forfeit the 50% they have paid upfront which is a minimum of £125 (approx $200) and that the only way I will even consider seeing them again is that they then pay me the 50% Balance for that cancelled session as they have wasted my time...

 

They then of course have to go through this whole procedure again if they want to see me after messing me around and that means it becomes VERY EXPENSIVE for them..

 

Laid out in this manner right from the start when dealing with them and oddly enough its so rare, in fact next to never these days that I find people cancelling or altering appointments.

 

Its about getting them to make enough of a comittment both in time and of finances so they won't mess around with you..

 

Hit them where it hurts in the pocket from the moment of booking (eg in England most therapists near me charge an average of £60 to £80 a session) I tell the clients who call me straight that they can ring around and find someone who will ATTEMPT to do it for them at a fraction of the cost I charge, but my time is valuable and that's why I'm in high demand and can't possibly book them into my diary for a few weeks (this helps build the belief and expectation prior to the session)

 

When I convert them (and I do convert most of those who contact me into paying clients) that 50% upfront (£125/$200 Minimum) is a big commitment form them and so Change is more likely to occur and less aggro as well

 

The irnoy is the more you charge and get paid the less aggravation you will get and the better others will treat you.

 

I never offer any form of bulk session booking discounts, that screams of desperation, after all surely your that busy and successful at what you do that you don't need to discount your valuable time?

 

I only ever offer discounts in a mutli stage marketing campaign and even then they are not really discounts, as if they pay less they will end up getting treated at a  group session rather than and on a one to one basis...

 

Perception and Perceived VALUE are arguably just as, if not more important than your actual hypnosis skills when it comes to getting the results for your clients. 

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Permalink Reply by Barry Neale on December 1, 2011 at 7:54am

I agree with Jonathan,

 

I charge £295 for my one session programs like smoking and ALWAYS take a deposit over the phone with a credit card. If it is a multiple session program then they either pay for the sessions in advance or if they pay weekly I get them to pay a week in advance.

 

If they don't have a credit card then they have to send a check in or pop in to pay a deposit.

 

Apart from anything the fact that this avoids no shows, it definitely increases the commitment of the client to change.

I hope this helps.

 

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Permalink Reply by docregal.com on December 1, 2011 at 8:25am

Sell a prepaid series of sessions. 

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Permalink Reply by April Braswell on December 1, 2011 at 1:09pm

Hi Doreen,

 

I love and agree with both AJ and Jonathan's responds (haven't read everyone's responses in detail as I am on lunch break.)

 

1.  Take a deposit.

2.  Never accept an appointment for today or tomorrow.  Seriously, I am booked and can't fit them in.  If it is regular client, I can find 15 mins to talk for a few minutes by phone, might even be at the end of the day.  But not a full session. We are therapeutic but these is not the ER and broken arms.

 

3.  Booking a pkg.  I get periodic cancellations for those, too.  However, I charge a No Show fee when I do not receive a 24 hour business day (so like Friday morning for a Mon morning appt) advance notice.  It is quite rare.  I both have it in like 2 or 3 places at my websites, and I cover it in person that there is a No Show fee.  For clients of pkgs, I might let 1 session ride pretty much in only 1 field I work in b/c of the nature of the work and their fragility.  I want them to complete.  However, I tell them and push them on it slightly. They give me notice, but it is a bit less than the 24 hour biz day advance. Most of them I require they pay the No Show/Missed Appointment fee before they can come for their next session.  The pkg covers the appoints they actually need, so I can't just subtract 1 session from the package.  Hope that makes sense. 

 

I am not the cheapeast around here.  I just about wall over with them if they are wanting free consulting, ask about a guarantee, or balk at the price.  If that is them, bless and release them on their way, I am not for them and they are not for me. 

 

Remember, we train like we train young children for how to treat us.  If we do not value ourselves and our time sufficiently as to charge for it and to hold them accountable for their actions when they act out, we do our clients and ourselves a disservice. 

 

HOWEVER, you have to have this as a written policy and have it all over everywhere.  Have it at your website. Have it be one of the items they read and sign at their first appointment.  Yes, cover it over the phone like Jonathan does.  In addition, since he is doing that over the phone, make sure your Services page cites that as well so you CYA so that no-one can claim it is not clear and you avoid a he said/she said scenario.

 

Hope that helps!

 

Happy Hypno Holidays,

 

April Braswell, MH

Quit Smoking Hypnosis City of Orange

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Permalink Reply by Donna Carter on December 1, 2011 at 2:51pm

Jonathan,

I think my eyeballs just popped out!

 

My weaknesses..... not getting the result I want 'every time'.

Don't get me wrong...I have areas that I excel in. Ya...I think I'm great. Ya... I have success. But...uh...it's those pesky ones that...nope, not so much success... that have me down in the (evidently) bargain basement at a whopping $125.

I think I would have to have gold plated success in order to justify a charge of $400! I have read your stuff. Found some shocking stuff (mmhmm...I think you know what I'm talkin' about)......found some good stuff...found a lot of stuff I already know. Heck, I've even benefited from reading your stuff (you KNOW you all have READ IT! ~as if you haven't read it~ get OUT! of course I read it, too!)... but.....what? $400?

That is amazing. Really. ... I'm not even being silly when I say it.

I only wish....I could find out what it is that allows this justification. If I could.....just..... wrap...... my hands around it... I would find out it IS gold. ~eyebrows raised~ I might need a mental slap!

 

Back on topic:

Cancellations. ....I tend to blow them off. I had things I wanted to catch up on anyway. I don't charge anyone for a cancellation. I guess I just choose....not to be annoyed. Not sure it's the right thing...but it has it's advantages.

 

I keep movin' along...taking my education as I see fit... but really...  I think I may have missed a boat yacht or two.

 

My best,

D.

d.

 

Dr. Jonathan Royle said:

Personally I won't see a client for any less than a fee of £250 (around $400) bare minimum for around one hour of my time and often charge a lot more than that.

 

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Permalink Reply by Doreen Cohanim C.Ht on December 1, 2011 at 5:06pm

Great advice everyone, thank you I really appreciate it, and the reason as to why I have posted this discussion, it's because many people get annoyed ( and why wouldn't they) but they never do anything about it.

So perhaps this discussion will open everyone eyes :) especially the ones who get many of these annoying cancellations.

Now, I do have a written policy, and I never have problem with it, it's just these two clients, and maybe I had few at the medical clinic while back, and this is the challenge the medical office does not want to charge the clients up front, and will never except credit cards. 

Now my location at the spa, everyone who comes are on time and sign the policy before they see me, and they always call and or email letting me know how grateful they are for working with me.

As to having the policy all over my website is a great idea and I will do just that, as to charging clients a deposit via email or on line, this can be challenging, since most of my clients want to pay either with cash or check, unless they are long distance and the session is always paid in full and in advance via pay pal.

I also cover everything while on the phone, so now I have to do the these changes advised on my website. by the way what is CYA stands for?

Now as how much you charge your client is your personal preferencee and choice, in my case it's not tat simple, since at first where I was working at the medical center, the only way for me to use their facility was to charge less such as $60 per hour hour, then it went up to $75 an hour and gradually jumped up to $150 an hour where when I was a beginner I was charging $175 per hour, and from time I had sliding skill based on clients income verification, I worked at the medical and other places more hours for less money, it did justify the great work I do helping my clients.

So I changed the rules, I tolled the clinic that i wont do it for less then $150 and maybe will offer some sliding scale based on income verification, they were not happy and stopped giving me clients, I had to bring mine, and when they saw me busy, they were not happy about it too, and this is why... 

Why should you get paid $150 an hour and we have to bill the insurance and get paid from $45 to $60 and maybe $70 per patient, when you are not a doctor, you don't have all the credentials we have, because you are just a certified hypnotist. And my response is, I am not here to compete with you, I am here to help you helping your clients feel better, so if you guys aren't happy with your choice of practice, maybe you need to become  a hypnotherapist :)

any ways this is the reality and this is why I am negotiating on a beautiful office space to open my own Hypnotherapy center. and I am OK with charging $150 an hour :) 

Also in regards to not offering discounts, promotions and etc, I disagree, you can be very busy and still offer a promotional deal to potential new clients, and why would I do that?

Because I can hire another hypnotherapist to help me helping my clients, and because our clients come and go, and you cannot keep them if you already helped them in just few sessions, and the more people you help the more referrals you get, this is a simple step to create future business when economy screams HELP and you have to figure out how you are going to get more client in few months when you are less busy.

In my community, I don't have to pretend that I am busy, because I am, and in my practice some people may need to book few weeks and even months in advance depending on their time and schedule too, not just mine, and because I do have a life, and I don't Just practice 24/7 hypnotherapy, I organize my availability.

I normally, set a time for play, personal activities- such as dating, fitness, socializing,networking, education, traveling,speaking entanglements, fundraising events,family, friends, etc.... This is part of having a full time schedule, isn't it?

PS: you may notice that I keep writing the initial of my profession every time I respond back, and it's really because I am proud of being a Hypnotherapist and an energy healer.

Respectfully, 

Doreen Cohanim C.Ht, MM

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Permalink Reply by Doreen Cohanim C.Ht on December 1, 2011 at 8:02pm

H April,

Thanks for your response, I really appreciate it :) My philosophy is, "never say never", and in my case I happen to love my last minute clients because they end up being my best clients who refer me more people then anyone else. My last minute clients are usually people who are looking for an immediate help, and even if I am busy, when I know what is the situation, usually when they do leave me a voice message or get a hold of me, I do make a room for them, and believe me, I have cancelled clients for some of my last minute clients, I know it's hard, but sometimes you need to trust that not every one is going to be flaky, and you know what April, I am so happy when I can help.

And this is why;

1. My clients appreciate me.

2. My clients respect me.

3. My clients know that I care and it's not just about making money.

Sometime in life we have to use our intuitive feeling and follow what feels right, and I thank god for that, because I had alcoholics, drug addicts, victim of violence that I've seen just after the event and they didn't know if they needed to go to the police first or at all, or to the hospital or to end their life. (Maybe we don't work with ER or broken arm, but I work with people with much more serious conditions that needs my attention.)

I also respect your approach, only it does not sooth my type of practice. and I will take a deposit, and I am not sure I will force it on first time clients, because I do attract unique people who truly need my time and attention, and it will be unfortunate for me to close that door for potential clients who are not the type who don't show or cancel with last minute or short notice.

As to Package deals, I have them too, but I rarely have clients who need them, and the only package deal I really get clients for is the HypnoBand and I do charge slot for it, probably more then anyone in and around the entire USA, because I make sure they get the results they are after with my toppings :).

And the other package deal I do offer is with my group sessions, with them i don't have a problem, I also disagree that I we don't value ourselves when people don''t show or cancel on us, so charging them upfront will have nothing to do with being valued more or less, I know what I worth, even if they cancel on me, and this is why after second chance I decided it's time to request for a deposit, because this person had a pattern and probably she’s having the same issues in her personal life too, so until she’s ready, she will be canceling her sessions with many other hypnotherapist who do not charge a deposit up front. In fact this is when I said I am releasing her with my blessings, since she’s not ready, or she that she values anyone or herself, so it's nothing about me.

Thanks  for all the advices, they are great, but I'll take what I like if you don't mind :), and the only think I am going to take from here its the policy on my website and maybe a deposit before they see me, only if they want to, other wise it will be like it always, right after our session. I just had done it all along, and I am not going to change that, unless it's an online client which I don't have any problem with taht.

Great discussion everyone, I am truly learning so much more and discovering more about myself and how my mind operates, and it tells me that we are all unique and beautiful souls.

Blessings,

Doreen Cohanim C.Ht, MM

http://www.EnterYourMind.com

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