no shows & cancellations

[Italian girl]

My office has posted policies, as well as a reminder on the appointment card and on voice mail requiring people to give 24 notice when cancelling. I still have people do this in non-emergent situations, and I have no REAL recourse. How do others handle this frustrating situation?

 

[betdwg1]

Hi Laura.hmmm. I really haven't had much trouble with this, but have to say I have thought about it many times before. Many places of bussiness that I frequent do have a policy on cancellations, and that had prompted me to start thinking. Do you work at a salon/spa or office situation where you are able to receive credit card payments? If so, you could call the 'repeat cancellers' and offer to book their next appointments with a pre-paid deposit. If they keep their appointment, only charge the balance due. If they cancel without appropriate notice, etc, they forfeit the deposit. That way at least you would have 'made your nut' for the rent & expenses of that particular time slot. Or maybe set that deposit thing as your policy on all first time clients. (?)There was a nice article about setting policies on similar issues, etc in the recent Massage Journal Mag. You could look at the AMTA website to read it, I believe. On a similar note, where do you stand regarding over-extended expiration dates on gift certificates? I had always thought that it never hurts me as a busssiness person to honor a gift certificate after the expiration date. I did work in an environment recently though, where all the ind. contractors decided that we had to have a firm and united stand on those final dates. No one was to extend, because it put others in a poor light, who were merely standing on set policies. Now that I work in a different environment, I have the opportunity to rethink that policy. I do include on every single gift cert "expiration dates are firm". I also have an insert in each and every envelope that states the same ("Important:  Gift Certificates have an expiration date relative to the date of purchase. Expiration dates are firm. Please call to make your appointment for relaxation as soon as possible. We are delighted to reserve time and space just for you.") Now, that being said, I do extend the expiration dates reasonably for those that call or approach me with the matter. Like I said, I would love to keep that policy firmly in force, but I also see the value of being flexible. I have already been paid for the service, so I really don't lose. That very person could become your next regular client or the spark that reaches out to other first time and repeat clients.Looking forward to everyone's thoughts/ideas on this.Happy New Year!Jill/Sagetherapist

 

[Scooch]

no shows & cancellations

I agree. No shows are hard to rectify. I have found that confirmation calls the day before the session decreases the possibility of no shows. Kindest,Massagio

 

[BestForumTeam]

I haven't had too much of a problem with no shows. Maybe 5% of all my clients are no shows. Some reschedule, some don't.I'm an independent contractor and, while the policy is to give me 1/2 my fee for a no show and force the client to pay, it is up to me to raise a stink about it. Since the facility isn't so hot on enforcing their own policy I don't always put in a bill for my 1/2 fee. It depends.I only have to go into the office if I have a client. So if there is another client coming I don't worry about it. I do call and let them know they missed their appointment. Repeat offenders, of course, are another matter.On the subject of gift certificates, I believe that the relationship with a client is reciprocal. Just like they don't want you to be a 1/2 hour late or do sloppy work so too do they need to respect your business and time.This is also an issue of boundaries and limits, if you make exceptions then they are expected and pretty soon you feel like you can never say no.I actually gifted 2 massages to a local Catholic school for a raffle. No one ever used them. Over a year later this woman calls and says she "lost" it and would I still honor it. Since I didn't think Dunkin' Donuts would let me take in a year old coupon and use it just because I lost it and please feel sorry for poor me, I told her I had reasonable prices, she was welcome to book an appt., and that the expiration date was firm.If she really wanted to use it she could have called me or the church to work somethng out before it expired. I didn't require a the gift certificate back just that the massage be scheduled before I die of old age.  Someone motivated to come to me for a massage would have made an effort, not "Oh look what feel out of my winter coat that I haven't used in 12 months. Gee maybe I should use it" kind of thing.Don't assume responsibilities that really belong to your client. It was her responsibility to use that gift certificate or contact me and she failed to follow thru. No other buisness on earth would honor an expired coupon, why should you?Michelle

 

[rhodecol]

When the therapist cancels or is a no show: I have a problem with my MT.  She called me to tell me we had to delay my appt. by 1 hour because she had an errand - then asked if I'd give her a lift to run the errand.  By the time we were finished, I didn't have time for her to give me the massage.  It had taken 2 hours.  She was angry at ME by saying,  "I was counting on the $ to go on my trip out of town."  Well, I was counting on the massage before a stressful lunch meeting!  And on a later day when I had to cancel (24+ in advance) she called to complain that once again, she needed the $.  I'm disappointed because she is a good therapist - when she finally settles down to work on me.  I agree that cancellations really hit the pocketbook, but calling to whine isn't cool.   I've had two friends book with her - and she has been late to the appt., or a no-show ("they didn't write you in my book" or "you must have written the date wrong when you called."  How does she stay in business?  

 

[Your Teeth or Mine?]

no shows & cancellations

Whew.That's amazing that she is even able to keep a client base with that approach and philosophy to business.She may be a good massotherapist but is she worth the headache?

 

[koolcat]

I'm with Michelle (Vancinis) on this one.  My business is just like any other - a BUSINESS regardless of the therapeutic work involved.  You No show me (and didn't get run over on the way to my office), you get billed, plain and simple.  My policy is on all my literature and advertising and remind people of my policy at every booking.  If they don't like it and want to show up at their leisure, they should find another therapist.  I look at it this way: in the end, a bad client is not worth the income they will provide because their antics and neediness will outweigh the benefits.  I am always on time for an appointment and on the rare occasions when traffic or something out of the oridinary happens, I make it up to the client and that's why my clients wouldn't no show or be late to me.  You have to train them on how to be a good client.  If you let them walk all over you, they will.  As for running my therapist for errands and such and allowing them to complain about lost income - goodbye!!   Lastly, and then I'm off my soapbox, expriation dates are on gift certificates because that's when they expire.  I offer my clients a great deal on 4 massage packages but they have to use it in 6 weeks because I want them to see the benefits of regular massage.  I have had the uncomtable situation of telling some clients that they lost their money because they did not book appropriately.  Some told me to go fly a kite but most continue to buy the package and treat it like any other professional service - one they would never miss!!!  

 

[COOL FOR CATS]

no shows & cancellations

Wow! happy to get such a response from this question! To comment on gift certificates: I may accept an expired gift certificate provided that the user pay any difference due to price increase, however I agree that this is a business like any other. i am not allowed to use expired coupons at restaurants and grocery stores...i more often have people loose the certificate. i have researched my records in the past in the hope that the person would appreciate my effort in doing so & spread good word of mouth (yada, yada), but unfortunately I do not find them grateful - only expectant. I appreciate the advice on what to say to them....my prices are reasonable and they are welcome to come and pay, etc... i look forward to more responses!!!

 

[Art]

So, this is kinda funny. After writing my response, I did have a "no show", and it irked me plenty. She's actually one of my regular clients too. I don't know what's going on with her, but she had been becoming a bit flaky of late & I am just now putting all the pieces together. When/if she calls back, I haven't decided what to say. We do give confirmation calls the day before each & every appointment (whether a 'standing' or not, no exception), and if clients are over 10 minutes late, our receptionist calls them to find out if they are on their way/have forgotten, etc. I personally called this client to leave a message that she had missed her appointment & we had not received a call as to whether she needed to reschedule, etc. I kept it very mild & light in tone; even mentioned that I hoped she wasn't feeling ill, etc. No response. Until recently she had been a great client:  pays cash, tips generously, always rebooks her next appointment before leaving the salon, thanks me profusely for helping her manage her stress, etc. However, lately, she hasn't been the same. One time she cancelled at the last minute, claiming she was 'running too behind'. I don't know what's up, but I have to figure out what to say when/if (big if) she books again. What to do. Kinda funny that I had said I didn't have much experience of 'no-shows', and there it happened. I would respect and appreciate any suggestions about what any of you would say in such a case.Thanks.Jill/Sagetherapist

 

[Ekklesia]

no shows & cancellations

ha-ha, isn't that the way it goes. it'll happen to all of us sooner or later. you struck gold when you said to have them pre-pay with a credit card. it sounds like she's backed out on you at the last minute more than once. you could simply say that you appreciate her business, but her current lack of respect for your time has made it necessary to prepay (non-refundable or transferable). In other words, if she misses the appointment, she loses the money. don't excuse bad behavior because she was a "good" client. from what you described, she was only doing what any respectful person SHOULD do. good luck

 

[Pompal 09.]

no shows & cancellations

Laura,Too true.I still haven't decided what excactly to say, but I will either speak to her over the phone about pre-paying or inform her that any further no-shows will be billed in total. I hate to have to say it, but if I don't take a professional & firm stand, I'm condoning the behavior.still growing,Jill/Sagetherapist

 

[oppatika]

Just remind your clients that you are running a business, and usually they will undersatnd.  Most people do not see massage therapists as business owners, and once they do they will begin to respect your time.  When you book the appointment tell people about your cancellation policy, and when my clients come in for the first session, I have them sign a sheet that has my policies written down, and then I talk about it with them.It is difficult to get anything from first time clients who no show.  they usually just write you off, but regulars who no show is different.I have had two clients no-show with out calling.  I called them and reminded them about my 24 hours cancellation/no show policy, and that they owed me money for my time.   Both of them rebooked and paid for the previous appt.  Your attitude about your business will determine how you enforce the policies that you set, and how your clients veiw you.  As well we need to treat our clients with the same respect.

 

[Jiji]

Two things.  We are a business just like any other.  We have to present ourselves as such.  We have a policy sheet that states "no shows/ late canc" will be billed at the rate for the missed appointment.  Do I ever have to enforce that? No.  I will let people slide once in awhile (but the ones who slide always become my best customers).  My father alwayed said "If you have to lose money, make a friend doing it!"  That policy has worked well for me.  As far as Gift Certificates go, I will honor it after the experation date.  I have already recieved that money and have set it aside (never put your gift cert. money in your daily totals, or your working checking account).  If there is a difference in the amount paid and the of service now I let them know that it is expected.  I also let them know that it is not something I do for everyone, just the special ones...Remember that it is cheaper to keep a customer then it is to get a new one.

 

[Krystal]

no shows & cancellations

No-shows---we don't have many no-shows but when we do, we mark their certificate as redeemed (if it is a certificate--and yes, the certificate has on it "A No-show or late cancellation will be considered redeemed") and write down their name in the no-show log. If they call to rebook we make sure they have a confirmation call the day before. If they no-show a second time, they cannont get a third appointment without leaving a credit card number (and that's if we even choose to book them a third time) but usually they don't even try after two times. I think in almost two years, we've had one person no show three times. She won't ever be a client of ours now.Expired Gift Certificates--I like the idea of charging the client 50% of the cost of the service AND redeeming the certificate in full. That way they are still getting your services at a VERY reasonable price and you are benefitting from it financially. To me, it seems like a win/win situation.Hope that helps.

 

[makinroadkill]

Great ideas, one and all !!!  I will use many.No-ShowsI too have a 24-hour cancellation policy posted and in all materals.  Appointment cards, etc.  The only way I really enforce the no-shows is when they purchase a 5-Pack -- paying for the service UP FRONT, with a discount.  If they no-show (or cancel last minute) on any of those, of course, that's their FREE one.  I give everyone a reminder call the day before appointments, so there's no excuse for no-shows.  This rarely happens with long-standing loyal clients.New Client No-ShowsI keep a list of "potential" clients who have scheduled and no-showed on their first appoitnment.  Because I really have no $$ recourse, I don't accept appointments from them in the future without a creditcard pre-payment.  And, of couse, they if they no-show on those future pre-payments, oh-well to them.  The reality, however, is they never schedule again if I require the credit card pre-payment (probably because they know they're too flaky to be responsible).Expired CouponsMy coupon expiration dates are enforced.  I send out a thank you note to new clients with a $10 coupon for their next visit, and another $10 coupon to the client who referred them (if applicable).  Those coupons are valid for 3 months.  If they don't use them within 3 months, oh-well to them, and they have to bring the coupon in with them to their appointment to get the $10 off.Expired Gift CertificatesI have expiration dates on my Gift Certificates that are enforced, also a disclaimer that I am not responsible for lost GCs (and don't keep track of them).  After reading your entries, I see that my expiration dates are far too long.  6 months for single GCs, a full year for 5-packs (they used to all be a full year).  Anyway, if someone calls after an expiration date, I will honor the GC for one more month.  I figure if it took them that long to make the call, they probably won't come in in a month, either.  Sometimes they do.  But they rarely return unless someone buys them another GC.People who come in only because someone bought them a GC rarely appreciate the service (because they didn't have to pay for it), and tend to invlidate it.

 

[????? answers]

no shows & cancellations

It has been my experience that people who receive a gift certificate appreciate their massage just as much as someone paying cash. There are always a few that you'll never see again but there is also the potential for selling another gift certificate or bringing in a new regular client. Probably 99% of my regular clients came in with a gift certificate for their first massage.

 

[ray- b]

I have a former co-worker/friend who wanted to be a client of mine.  She has FMS and massage has been extremely helpful to her.  For a few months, I would see her every 2 weeks, only charging her $35 an hour to come to her home (because I'm still in school....price is going up when I have the nat'l certification under my belt) but I haven't seen her since December.  She called to make an appt. in early January, and then cancelled it, after I went out of my way to accomodate her, and she hasn't called since, unless you count the time that she asked me to babysit her kids!  She also purchased a gift certificate for a friend back in the summer, and her friend used it and raved about the massage, yet, I never heard from her again.  I think I've learned my lesson about having friends as clients, but if she calls for an appointment again, how do I politely tell her that I don't want to work with her if she is going to continue to cancel on me?

 

[Alison]

no shows & cancellations

There is no easy way to tell someone bad news like you don't want to continue providing services if they won't show up for them. Here's a few ideas but go with what feels more comfortable for you. Next time she calls to make an appointment, refer her to someone elseNext time she calls to make an appointment let her know you have a policy on no-shows and if she doesn't show up again, she has to prepay for her next appointment. If you have someone else no-show, make a comment about it. Point out that it is an open time slot that you could have filled and that you lose money. And see if she gets the hint.Refuse to make any further appointments with her. Call two days before to confirm and if you get a machine, let her know she needs to call back to keep her appointment or you will fill it. It puts the responsibility back to her.Send out a flyer to ALL clients, including your friend, notifying them of your no-show policy (and others like gift certificate expirations and late cancellations). Whatever you decide, you'll have to stand firm or you're friend/client will not have a reason to change her behavior. It will only take one paid but not received appointment before she's more committed.

 

[Osaka_L.A._Connect]

no shows & cancellations

Wow. These are all such great ideas. The problem that I encounter is that people DO NOT READ!!! The health intake THAT THEY SIGN, has our policies on it. I will begin to point this out to all clients from now on. I am also considering letting people know that 24 means 24, not 23, 22... and if they don't give 24 they will not be billed as long as they find a replacement client. In other words, if you give me 24 hours notice the onus is on me, if you don't the onus is on you to find someone to book. I like the idea of the no-show log as well. I will start to use that. Gift certificates are a tricky thing. It now states on our policies that exp. dates are firm, they are non-refundable for cash, and we will not track lost certificates. I think I will stick w/ this. We give them a full year to use the certificate which is a looong time. If they haven't they sre just not interested in massage. they may be upset, but they only have themselves to be upset with. I will tell them that our rates are very reasonable & they are still welcome to come. Thanks for all the input! I hope there will be more. oh yeah - our certificates are transferable. I assume most people do this?

 

[Lor 2009]

Hi RTAMM- I was just reading through the posts, and noticed yours about your friend with FMS.  I assume you're talking about Fibromyalgia.   One thing you might not be aware of, and could account for you're friends cancellations, is that" Fibromyalgia/Chronic Fatigue Syndrome" is an extremely difficult illness to live with, and does not allow the patient to be able to plan their life at all.  The Pain, and fatigue are so disabling, that on some days,or weeks a FMS/CFS patient can't even get their face up off their pillow to even call someone, to cancel an appt. It makes it so hard, because the symptoms wax and wane so unpredictably, that from moment to moment you never know how you may feel.  Some pts. are doing good to get an hour or two a day to have enough strength and concentration ability to get a shower, and eat. Other days a pt. may be able to go to the store or out to lunch etc. It's a horrible disease that ruins any type of life routine, and causes conflict with relationships, if people don't have an understanding of the roller-coaster ride pts. have to put up with. I know it is hard for anyone who hasn't experienced it to understand because the pts. don't always look sick, and some days they have some energy; but it is very debilatating, and hard to cope with. Also, most pts. end up on disability with hardly any money to survive on, and this might be a big factor in her cancellations. ---Just thought I might help shed some light on this.