Can you see if I covered everything?

[broken haert]

Cancellations/No-shows

24 hour notice is required when canceling or rescheduling an appointment.  This allows the opportunity for someone else to schedule that time slot.

If canceling or rescheduling your appointment in the 24 hour period, please do so by phone only.

If you are unable to give me 24 hours notice you will be charged a $25 fee.  This fee must be paid within 10 days.

For less then 12 hour notice, you will be charged the price of your scheduled session.

A no-show (no-call) will be charged for the missed appointment and future services will be denied until payment is made.

Arriving Late

If you are running late for your scheduled session, please call the office. If you do not show after 15 minutes, it will be construed by me that you are a no-show. 

When arriving late, your session may be shortened to not interfere with other appointments but you will be responsible for payment of the full session.

Gift Certificates

Original gift certificates must be presented at the time of payment.

Gift Certificates are transferrable but not refundable. Please call ahead to schedule your appointment as availability may be limited for peak times.

If you no-show for an appointment to redeem a gift certificate, consider the gift certificate void.

Referrals

I appreciate you sharing my name with others. For each client your refer, you will receive $10.00 credit towards your next session. This does not apply to gift certificate recipients.

Contacting me

I offer various ways to make contact. You may either call, email or text. There is also the option to email from the link on my website. However, if your need is urgent, I highly recommend using the phone.

If you need to cancel or reschedule with less then 24 hour notice, always phone and leave a detailed message. If you are calling on the weekend, phone calls won’t be returned until Monday however, I will receive your message.

 

[i_been_jammin]

It looks very thorough, softy; good job! I wonder about the term "no-show" - is it used enough in general public to be understood? It's more words, but "if you do not show up" or "failure to appear" is more direct. Or you could explain it the first time you use it, such as no-show (forgetting an appointment or not showing up without calling).

Also for clarity, either use third person or first, not both (ex. "Please call the office" or "please call me"). To me, reducing the use of personal pronouns makes it less accusatory and seem more general policy, if that makes sense?

I hope this helps

 

[mshatswell]

Thanks! I appriciate the feedback and will work on some changes.

Anyone else who read this want to throw in some advice?

 

[bluebonnetgranny]

If you do not show after 15 minutes, it will be construed by me that you are a no-show.

What do you do if someone shows up after 20 minutes? Would you offer a 40 minute massage at the hour rate, or do you leave the office? I would also try to use a word other than construe: it has negative tones in my book.

 

[buzymom72]

If you do not show after 15 minutes, it will be construed by me that you are a no-show.

What do you do if someone shows up after 20 minutes? Would you offer a 40 minute massage at the hour rate, or do you leave the office? I would also try to use a word other than construe: it has negative tones in my book.

'Understood by me that you are not coming to you appointment' might work instead

 

[tinkerbelle]

It seems really wordy to me, and kind of negative. I counted 14 different rules, I might be scared to be your client. I think you could be more friendly, short and sweet.

 

[Nic]

It seems really wordy to me, and kind of negative. I counted 14 different rules, I might be scared to be your client. I think you could be more friendly, short and sweet.

i couldn't agree more!

 

[minnie]

Unfortunately being sweet about it hasn't worked in the past 7 years. I also found not having CLEAR policies left it open to interpretation to each client.

Thank you for your opinion. Perhaps you can suggest a way to make these issues sound sweet?

 

[Erin N]

How will you be posting or using these policies? Will they be posted in your office? Mailed in a welcome letter? included with a gift certificate? posted on a website?

To see them all listed like you have posted is definitely off-putting. If you used them on a website, I could see them sprinkled throughout, integrated with other information. That way the boundaries are drawn clearly, but not like they are the 10 commandments.

Does that make sense?

 

[Pompal 09.]

How would I sprinkle them about the website?

I don't mail out welcome packets. Perhaps I should add something to my site about my effort to minimize the effects I have on the planet so no, I don't mail things unless I have to. A postcard here and there, thats about it.

The policy will be on the website and given to all current clients and added to my health screen for new clients.

 

[filmmaniac111]

Cancellation Policy

24 hour notice is requested when canceling or rescheduling an appointment. This allows the opportunity for someone else to schedule that time slot.

If canceling or rescheduling your appointment in the 24 hour period, please do so by phone.

If you are unable to give me 24 hours notice I charge a $25 fee. This fee is due within 10 days.

With less then 12 hour notice, I charge the price of your scheduled session.

Please try to arrive on time for your session.

Should you run late for your scheduled session, please call the office. If you do not arrive after 15 minutes, I will assume you are not coming.

When arriving late, your session may be shortened to not interfere with other appointments.

Gift Certificates

Original gift certificates are requested at the time of payment.

Gift Certificates are transferable but not refundable. Please call ahead to schedule your appointment, so you can have the time that works best for you.
If you miss an appointment to redeem a gift certificate, the gift certificate is void.

Referrals

I appreciate you sharing my name with others. For each client your refer, you will receive $10.00 credit towards your next session. This does not apply to gift certificate recipients.

Contacting me

I offer various ways to make contact. You may either call, email or text. There is also the option to email from the link on my website. However, if your need is urgent, I highly recommend using the phone.

If you need to cancel or reschedule with less then 24 hour notice, please phone and leave a detailed message. Weekend phone calls will be returned on Monday.

 

[Liv]

Have no fear, you can make it work

1. NaturalHealing -- nice re-wording! That took some time.

2. Softy, I'm totally there with you. Your work needs and deserves to be respected. It's frustrating when 3% of your clients make it necessary to "lay down the law."

Basic courtesies do need to be spelled out -- especially for people new to bodywork.

(Hmm... maybe you consider calling the list "courtesies"? Hmm...)

It's very, very hard to be clear AND not sound "harsh."

I think though, since these are being handed out with your new-client forms, you have a wonderful opportunity to address your expectations face-to-face with your clients and then back your conversation up with your list.

You could say something like, "I just want to go over some basic things with you (I try to avoid using the word "policies.") so we both are on the same page and we can both avoid surprises."

Then paraphrase your list and ask if the client has any questions.

Then hand them the list and say, "Here's what we just covered to take with you. It's a little direct, but some folks just need things stated really clearly."

This makes people feel like they're part of your team and you know they have heard you. You also have the chance to present what you need in a gentle, giving, diplomatic way -- no latent guilt for you!

On your website, you can have a short intro saying something about how you know this list is a little abrupt, but you want to be be sure there is little room for confusion. You want everyone to be relaxed, secure you all are on the same page.

Do consider NaturalHealing's re-wording. There are some good phrases in there.

Now is a great time of year to remind your other clients about this, too. The two times I have forgotten appointments have been during the holiday insanity. I still feel bad.

All my best,
Eileen

 

[nuttercanadian]

Thanks Natural Healing for taking the time out. I am definately going to utilize some of your re-wordings.

My write up is very detailed to avoid confusion and loopholes that many clients will try to dig through. If you read through this board you will see countless examples of this as we therapists have dealt with the situations. I am glad you must not have had these issues! Lucky you.

 

[William T]

Thanks Eileen,

The business side of massage can seem so un-relaxing BUT we are in business. I do go over some business things with clients on the first visit but trust me, they only hear so much. That is the reason for the hand out. If they choose not to read it, I can't help em! : It will also be attached to their medical info and signed.

 

[Tyler N]

Oh. Yeah.

I do forget about that "what actually gets heard" thing.

But to respond to your original question -- yes, I think you've covered everything I've come across.

Weather conditions was the only What If that flitted across my radar. But...

I would be interested to hear what loopholes, if any, are winkled out by your clientele.

Eileen

 

[phillies]

softy515, do you offer discounts, programs, packages, or any other special that Gift Certificates may or may not be used for? That's the only thing I can think of right now that's not in your list.