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 Michael Ellner on January 29, 2012 at 6:11pm

Before scheduling new clients I explain I require a $25. cancellation fee if they are unable to give me 24 hours notice. And some times life happens - I have never charged some one who didn't feel well or had a child care issue or had a problem at work and I have no desire to assist NO SHOWS unless they pay for the missed lesson in full and pay for the next session in advance.

I do require phone and skype clients to pay in advance before helping them and they are fine with it.

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Permalink Reply by Kathleen Hanover on January 29, 2012 at 8:23pm

In my line of work (marketing and public relations) clients have to pay at least a 50% deposit up front, but most pay the full project fee in advance. You have to pay to get on my calendar. That's just the way it is. If someone refuses to do so, it means that the prospect doesn't really intend to pay, or can't afford to pay. Either way, I want nothing to do with those kinds of non-clients.

I literally just dealt with this a few days ago. I bent the rule for a returning client, and got shafted to the tune of $1,000.

People are prospects until they pay you, then they become clients.

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Permalink Reply by Jesus Gonzalez on January 30, 2012 at 6:55am

As Barry said: "You make the rules"

If you are thinking proffessionally, you are creating the whole scenario/you set the guidelines/rules

If you are not, you are allowing the other person to set the guidelines and rules in YOUR business. Your respect and authority should be set by you and noticed/followed by the other person, since the first touch. If the other person feel as if they were the one with the authority in your business, I can guarantee you that you will lose lots of clients, this means, less money, and the most important, less respect/feedbacks(negative mouth-to-mouth advertising, etc)

What I would think about a person who is selling this way is: Why would someone be so concerned in letting me try this for free? Why I havent got the security and guarantee that this is going to work?

Renmber that Authority is a key principle in Hypnosis. And you are the Authority who's creating the rules and guidelines for "the game", in this case, this game, is your business.

You could do it the other way round. Because you are so certain about your products, you ASK FOR DEPOSIT FIRST, and you also OFFER GUARANTEE that "X problem" will be solved or your money is returned. For example.

When scheudled the session, I would ask for X% (25/50usd) and they client would have at least a 48hr/2/3days as the maximum time limit to cancel it. Once it's 2 days before the session, the session is charged fully. This does not mean that the guarantee of success is not included. It's the cancellation policies on one side. Guarantee rules/policies are on the other side. But organize this so each other compliment and makes sense. Of course :)

Jesus

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Permalink Reply by Kathryn Beck on January 30, 2012 at 2:52pm

Thanks everyone. Some very good things to consider and think about for my business. Appreciate the info and advice! :)

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Permalink Reply by James Hazlerig - HypnosisAustin on January 30, 2012 at 4:17pm

I use a once-bitten-twice-shy approach. If a client misses an appointment without giving me 24-hour notice, I will not re-schedule for them without pre-payment.

James

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Permalink Reply by Chris Witherspoon on January 31, 2012 at 3:59am

What do you do when the client has pre-paid and then doesn't show?

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Permalink Reply by Barry Neale on January 31, 2012 at 4:37am

hi Chris,

that's an easy one.

Unless they have a valid excuse (had to got hospital, child emergency) then they forfeit the payment. You have to remember you are running a business. They are paying for your time, it doesn't take 5 minutes to phone and cancel. If you have made it clear what you cancellation policy is then they are fully aware of what they are doing. If you don't charge them you are teaching them that what you say is not important and you are teaching them that it is ok to let you down again.

Barry

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Permalink Reply by Susan French on January 31, 2012 at 7:21am

Hi Kathryn,

It's a tough problem. What I do is send confirmation emails to clients with all pertinent information, including a reiteration of the cancellation policy, the day before the session. This helps a lot, I've found. I always send an initial confirmation for the first session and manually after that. That seems to help a lot too and they seem to appreciate it.

On the other hand, this is winter: flu season, tax season, people are still tapped from the holidays. You can't get blood out of a stone.

I offer clients a 4-session package deal (paid in front). Most clients prefer that bc there is a savings for them and it assures me that they will be at 4 sessions at least. I also offer longer packages for additional discount. This has really stabilized my income and it creates additional motivation and commitment for the client.

I offer clients people a break on the cost of their sessions if we can do them by skype/telephone bc I pay $20/hr for office rental. It's a really good deal but if a client needs a break, I offer them a lower fee for using video chat/telephone.

Every 2 steady clients who can afford $50, $60, or $70/hr is more than equal to 1 client sweating bullets to pay for each session. I try to get my telephone clients to pay for 4 sessions at a time.

The other thing that I used to do when I was teaching music is that I asked my weekly students to pay for 2 sessions at the first session (like first and last month's rent). Each week they are paying for the week ahead. I figured that if they couldn't cough up two weeks at the first session, they probably weren't going to be able to scrape the money together each week on a consistent basis. I haven't instituted that program for clients bc most take the package deal.

I have always disagreed with the idea that people will only appreciate what they have to pay through the nose for. You can't get blood out of a stone. This method allows me to adjust my fees in a way that doesn't diminish my value. In fact, I tend to charge at the upper end for single sessions, which gives me 'status,' but also provide a way for less economically fortunate people to still have sessions (without diminishing my status).

These strategies have always worked for me.

btw: if i have a regular client who has to reschedule at the last minute and doesn't do it regularly, I let them reschedule. It provides good will. When anyone has charged me for a cancelled session that I couldn't help, I've dropped their service like a hot potato.

Let us know how you do or what you decide. Good luck.

Susan

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Permalink Reply by Kathryn Beck on January 31, 2012 at 4:18pm

Thanks everyone!
The woman who canceled once, rescheduled, for a few days later, and didn't show did actually email me to schedule again. I told her that I required a deposit for half the amount to be paid before her appointment to show she is committed to this process. She paid the day I told her that!

I do send out email reminders of appointments 2 days in advance. Which does help, but last week it didn't seem to matter.

I'm considering doing packages in the future, but haven't had much luck with them in the past compared to doing session by session pricing.

Thanks!
Kathryn