A couple of no-shows

[Chee Hoo]

I've been working on a husband and wife and they come in about 2-3 times per month each.  The man is a roof/window estimator and his wife is a nurse. He missed two appointments- one he called about the other her didn't show up, later claimed he was at the dentist and couldn't call, and won't pay for them and has not rebooked. His wife has cancelled that last two appointments the same day because of a sunburn and work. I have told them I have a 24 hour cancellation policy.  I'm a little bent over this as the wife wants to reschedule but like the husband hasn't offerred to pay for the missed visits. I've written off four visits total! I really want to dismiss them both as I don't need this. Anyone got any suggestions?happy summer,rubmyster

 

[Pompal 09.]

Some policies require payment for missed appointments before new appiontments are scheduled.  If they don't want to pay for their missed appointments then you are unable to schedule new appointments for them......Or you could require that they prepay for any future appointments....nonrefundable if they no show.So sorry that happened.

 

[lalCauracig]

On my intakes forms they fill out on their first visit at the bottom where their signatures go I state my no show/cancellation policy and they have to sign stating they have read this.  I've only had to enforce it once and they were good about it.  A couple others did end up having legit excuses.  Plus I have it posted in my office in clear sight.  

 

[Vibe]

I think the best way to handle these two is to be direct and up front with both of them.  "I think there must be some miscommunication about my cancellation/noshow policy.  (explain the policy explicitely)  My time is money and when you book my time, then noshow or not give adequate notice to rebook the appt -- I've lost income for my family.  If you wish to book any more appts with me you will need to pay for the ones you have missed.  Due to circumstances, from this point forward you will need to prepay your appointments at the time of scheduling.  If you miss the appt you will forfeit payment."Or, since you would rather dismiss them:"I'm sorry but I can no longer take appointments from you.  Due to the nature of my work I have very limited appt times available each week.  As you are aware I have a strict 24 hour cancellation policy where payment is expected if you cancel late or noshow for the appt.  Unfortunately, you have missed your last two appts without giving adequate notice.  Since you have not remitted payment for these appts I will not be able to see you any longer."Goodluck.

 

[WouhFluomma]

A couple of no-shows

Be prepared to lose them as clients.Once is understandable, but this is testing the limits of tolerance.If you apply your policy, you will likely lose them as clients before the end of the year.If you let them slide - even if you clear it up as suggested - they will do it again, and when you enforce your policy, they will leave.

 

[CupCake =)]

A couple of no-shows

Be prepared to lose them as clients.

Once is understandable, but this is testing the limits of tolerance.

If you apply your policy, you will likely lose them as clients before the end of the year.

If you let them slide - even if you clear it up as suggested - they will do it again, and when you enforce your policy, they will leave.

i second this

 

[S. Parkmen]

Thanks again for everyone's input and clear thinking!  This no-show thing really bugs me and I'm now working on a written policy sheet that people will sign and agree to the cancellation policy. I wonder why some people are so willing to stiff you and others are so nice and gladly pay for no-shows and missed appointments.  It seems that this summer has been full of cancellations and no-shows.  I guess this also means that I've been busy.Thanks again to all who replied.Rubmyster

 

[sugaree]

Rubmyster,As a therapist I once knew told me:Full your business with the clients that you WANT to deal with and let the others deal with themselves.These two clients sound like chronic appointment hogs.  I would tell them if they are unwilling to pay for the missed massages that you are then unwilling to continue taking them on as clients.I have never been sorry for doing this.  These are not the type of clients that I want to deal with.  Sounds like you would end up losing more income from their no shows/late cancellations then you would gain from massaging them.I hope it works out for you.