Contacting no shows

[Girl dreamer]

I'm considering having a postcard printed that I can send in the event that a client no shows, but I'm unsure how to word it. I have a policy (signed on all intake forms) that clients may be liable for the price of a missed session at my discretion, but should I mention it on the postcard? I don't want to sound threatening but I don't want people to feel as though my time isn't valuable, either.

What does everyone else do about no shows?

 

[pseudonym]

Maybe I'm not quite understanding....but how do you plan on sending them a postcard if they've never showed up? How will you have their address?

If I've never seen them before, I call them up to 20 minutes after their appointment started. After that they are blacklisted, and I will schedule them again only under special circumstances (begging, etc!)

I haven't had that problem with regulars. I've rarely had people miss, or be late, but it's always with great apologies and compensation. And without repeating it. So no problems there so far.

I think the best way to prevent no shows is to take a credit card number at the time of appointment. Even if you don't really accept credit cards, if you have their card number, there are so much more likely to call and cancel, as opposed to no showing. And you can take credit cards through paypal, without paying anything up front. So if they don't show you really can charge their card. But make sure you have your policy about this posted somewhere: website, etc.

 

[Yavish]

Contacting no shows

Ahh, another thread on the bane of the massage profession: no shows.
I agree that calling 15-20 min. after the scheduled time is SOP. As far as contacting them I've had a few where I sent a bill and never heard from them.
I am very firm with my cancellation policy and have come to realize that unless someone's totally disorganized and out of it, I charge everyone for no shows. I even charge the first time if they fail. I've lost two clients within the last year and have decided to focus on those who respect my time and let go of the others.
I have a very clear policy that the client signs at the first visit and three signs around the office stating there's a 24 hour policy.
Would you believe that people still don't see the signage or remember signing the agreement? :shock: :roll:
As far as the ones who can't manage their schedule, failing to plan is planning to fail.
Rubmsyter

 

[prinsezz2000]

Maybe I'm not quite understanding....but how do you plan on sending them a postcard if they've never showed up? How will you have their address?

The postcards are for regulars that no show. For new clients I just refuse to reschedule them, and if they have a gift cert I write it off as used.

Maybe I'll just send out letters with a bill attached and forget the postcards.

When you bill someone, what do you say?

 

[Darth The Heckler]

Maybe I'm not quite understanding....but how do you plan on sending them a postcard if they've never showed up? How will you have their address?

The postcards are for regulars that no show. For new clients I just refuse to reschedule them, and if they have a gift cert I write it off as used.

Maybe I'll just send out letters with a bill attached and forget the postcards.

When you bill someone, what do you say?

I wouldn't say a thing, just write up an invoice dated for the scheduled time, and in the Description section put "Massage Therapy Appointment". No explanation needed.

 

[nu mummy]

I would send out an invoice that states your policy, the date/time of their missed appointment and the amount they owe you.

While I don't have it posted in my office, I do regular reminders about it in my periodic mailings.

My New Year's letter stated:
A friendly reminder - Your appointment is time exclusively for YOU, and if unable to attend please allow 24 hours notice for cancellation or change, or a cancellation fee equal to your scheduled time is expected. I will make every effort to accommodate schedule changes with advanced notice. After a late arrival the remainder of your scheduled time will be provided, and full payment is expected. Please call if you will be late so that I know when to expect you. Thank you for your consideration of my time, and other clients wishing to schedule.

I have someone who called 90 mins before her appointment and told me "she just felt like staying in tonight". It was raining and dark out, a Monday night and I really understand WHY she felt that way...however it's not the first time she has rescheduled at the last minute or cancelled altogether. I basically was trying to talk to her before just saying "you owe me $$$" cause she's a long time client, but we swapped a few phone messages, and her last one stated she'd drop a check off on Monday...which was about...8 Monday's ago and I haven't heard from her since.

Too bad, cause she's a client I *really* like (was invited to her wedding last summer and everything)!