What to do with clients who don't show

I haven't had this problem in a very long time, but this past week, I have had 4 people either cancel the day before or day of their session, some rescheduled, or have not shown up to their appointment. I've spent so much time waiting around for people this week, and it's very frustrating.

I have in my Client Bill of Rights (that the client signs and turns in to me prior to the session) that I have a 24 hour cancellation policy. That if, for any reason, they need to cancel a session, to let me know by phone or email 24 hours prior to their session. If they fail to do this, they will be charged half the session fee (which is $40). I've not been strict in enforcing this policy, because generally, if someone is cancelling on me, they usually reschedule for a few days later...no harm done. And even with this policy, I could imagine it would be hard to force someone to pay the amount even if they signed the agreement.

Just curious what other hypnotists do when they have people cancel last minute, or not even show up to the appointment? Are their repercussions? Or do you just let it slide?

Tags: cancellation, no, show

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Permalink Reply by Barry Neale on January 29, 2012 at 9:06am

As I have mentioned in a previous post the best way to avoid this situation is to take a deposit via a credit card over the phone. If you haven't got a merchant account then you could get them to pay via paypal.

barry

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Permalink Reply by Stephanie Skiba on January 29, 2012 at 9:37am

If a client cancels more than once we have refused to schedule them again. To me, it shows a lack of motivation on their part - as well as a respect issue. If they buy 3-5 sessions during their first visit and cancel the day of the second appointment...the next session counts as their third session. In order for hypnosis to be beneficial to them they need to treat it with importance. Otherwise, it's a waste of time and money for both parties.

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Permalink Reply by Jess Marion on January 29, 2012 at 9:54am

I had this problem and it was a source of annoyance to no end, especially when my schedule is tight and I could have used the time with another client. I have since completely redone my scheduling structure. They call or email me and after deciding if I'm going to take them on they then go to a place on my website where they can download the forms to fill out and bring with them as well as pay a deposit. They pay for the first session on booking the appointment. Then if they go with a package they simply pay the remainder. My cancellation is policy is 48 hours. If they do not cancel then they lose the session.

Cheers!

Jess

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Permalink Reply by Kathryn Beck on January 29, 2012 at 11:54am

Thanks for the reply, but I don't have a merchant account anymore. I just can't afford to do that right now when I'm only working part time in my practice. Paypal won't work for deposits either because without a merchant account, I can only send out invoices. I could have a client pay the invoice as a deposit prior to a session, but then I have to remind them to do so, and Paypal will take a percentage out of it, leaving me without the full amount of payment in the end. So without a merchant account, I don't see how I can take a deposit.

~Kathryn

Barry Neale said:

HI

As I have mentioned in a previous post the best way to avoid this situation is to take a deposit via a credit card over the phone. If you haven't got a merchant account then you could get them to pay via paypal.

barry

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Permalink Reply by Kathryn Beck on January 29, 2012 at 11:57am

You have a very good point. I have not had clients not show for 2 scheduled appointments in the past. This is the first time this has happened to me. I can't imagine she will even attempt to reschedule at this point. But not showing up to an appointment, without even calling or emailing as to why, definitely shows a lack of motivation and even courtesy on her part.

~Kathryn

Stephanie Skiba said:

If a client cancels more than once we have refused to schedule them again. To me, it shows a lack of motivation on their part - as well as a respect issue. If they buy 3-5 sessions during their first visit and cancel the day of the second appointment...the next session counts as their third session. In order for hypnosis to be beneficial to them they need to treat it with importance. Otherwise, it's a waste of time and money for both parties.

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Permalink Reply by Barry Neale on January 29, 2012 at 12:02pm

Paypal will work. All you have to do is take the clients email and say to them that in order for them to confirm the appointment they must pay a $50 (or whatever) deposit and how they can do that is through paypal. Tell them that you are going to send them an invoice via paypal and they must pay that within 24 hours if they want to keep the appointment.

Yes they will take a commission but 95% of something is a lot better than a 100% of nothing.

barry

Kathryn Beck said:

Thanks for the reply, but I don't have a merchant account anymore. I just can't afford to do that right now when I'm only working part time in my practice. Paypal won't work for deposits either because without a merchant account, I can only send out invoices. I could have a client pay the invoice as a deposit prior to a session, but then I have to remind them to do so, and Paypal will take a percentage out of it, leaving me without the full amount of payment in the end. So without a merchant account, I don't see how I can take a deposit.

~Kathryn

Barry Neale said:

HI

As I have mentioned in a previous post the best way to avoid this situation is to take a deposit via a credit card over the phone. If you haven't got a merchant account then you could get them to pay via paypal.

barry

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Permalink Reply by Kathryn Beck on January 29, 2012 at 1:35pm

Hi Barry,

I could try that. But what other professions out there charge a deposit before a session? I don't do that with my doctor, dentist, and I know psychologists don't do that. Do clients not think that odd to ask for a deposit? I understand charging deposits on classes, and I do that when it comes to my HypnoBirthing classes (through Paypal actually), because I don't want to be out the cost of materials if they decide to back out of the classes. But paying a deposit on a session, just seems a bit odd to me.

If you have someone who cancels and reschedules, do you just put their deposit towards their next session, or still charge them that fee for canceling?

~Kathryn

Barry Neale said:

Hi

Paypal will work. All you have to do is take the clients email and say to them that in order for them to confirm the appointment they must pay a $50 (or whatever) deposit and how they can do that is through paypal. Tell them that you are going to send them an invoice via paypal and they must pay that within 24 hours if they want to keep the appointment.

Yes they will take a commission but 95% of something is a lot better than a 100% of nothing.

barry

Kathryn Beck said:

Thanks for the reply, but I don't have a merchant account anymore. I just can't afford to do that right now when I'm only working part time in my practice. Paypal won't work for deposits either because without a merchant account, I can only send out invoices. I could have a client pay the invoice as a deposit prior to a session, but then I have to remind them to do so, and Paypal will take a percentage out of it, leaving me without the full amount of payment in the end. So without a merchant account, I don't see how I can take a deposit.

~Kathryn

Barry Neale said:

HI

As I have mentioned in a previous post the best way to avoid this situation is to take a deposit via a credit card over the phone. If you haven't got a merchant account then you could get them to pay via paypal.

barry

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Permalink Reply by Barry Neale on January 29, 2012 at 1:45pm

hi,

I have been charging deposits for 17 or so years and many of my students do the same. Remember, you make the rules. If you say that you require a deposit then they will accept it. If you do that you will never have problems with no shows.

If they decline to give a deposit then this speaks volumes about their commitment to the process.

If they reshedule with notice then that's fine and then don't lose their deposit. However if they just don't show up then you keep the deposit.

Obviously if they have a valid excuse then thats fine and I will roll that over to the next appointment.

Trust me, if you don't take deposits you will always be plagued by no shows particularly with problems such as smoking/drug/alcohol issues.

barry

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Permalink Reply by Kathryn Beck on January 29, 2012 at 1:49pm

Thanks Barry. You've definitely have given me something to think about here. Appreciate it! :)

~Kathryn

Barry Neale said:

hi,

I have been charging deposits for 17 or so years and many of my students do the same. Remember, you make the rules. If you say that you require a deposit then they will accept it. If you do that you will never have problems with no shows.

If they decline to give a deposit then this speaks volumes about their commitment to the process.

If they reshedule with notice then that's fine and then don't lose their deposit. However if they just don't show up then you keep the deposit.

Obviously if they have a valid excuse then thats fine and I will roll that over to the next appointment.

Trust me, if you don't take deposits you will always be plagued by no shows particularly with problems such as smoking/drug/alcohol issues.

barry

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Permalink Reply by Barry Neale on January 29, 2012 at 2:09pm

no problem

I hope it helps

Barry

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Permalink Reply by Kathryn Beck on January 29, 2012 at 3:11pm

Hi Barry,
Just had another question. Say you have a client who has paid a deposit, comes for their first session, then wants to book their next session. Would you still have them pay a deposit for the next session, or not? Do you do the deposit regardless if they have seen you before?

Thanks!
Kathryn

Barry Neale said:

no problem

I hope it helps

Barry

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Permalink Reply by Marc Carlin on January 29, 2012 at 5:34pm

I take credit card info to confirm appointments. They have to call by phone to reschedule or cancel two business days prior or they lose the total cost of the session.

So many times when I have not followed my own rules I end up getting the short end of the stick.

Subsequent sessions are fully paid for because I don't do single sessions with clients. They are required to commit to a program or else I will refer them to another hypnotist who does single sessions or charges by the hour. I do neither.

So the only session that is somewhat risky is the first session. If you charge for a no show session and the client issues a chargeback, if you don't have a signed copy of the receipt or agreement as proof, you will lose the chargeback and be assessed a service charge of $20 on top of losing the cost of the session. What's interesting is that things like that rarely happen, so it has been a good business risk.