Difficult situation with a no show

[JessicaM]

I am wondering what to do about a second time no show client and would like your input.I call to confirm appts the day before, as I did on both of these occasions.  The first time the woman just forgot (she was in the process of moving and was, in fact, moving stuff when I called her at 6:15 for her 6:00 appt.).  She apologized and rescheduled.When she came in I reminded her that I had a 24-hr. cancellation policy, and after some discussion, I offered to split the fee with her, and we did.The second time this happened, I called her on a Sunday night and left a message confirming her appt. for Monday night at 6.  When she hadn't arrived by 6:15, I attemted to call her, but her mailbox was "full" and did not allow me to leave a message.  So, I packed up and left the office.  On the way home, she called me and said she thought it was for Tuesday night and had some excuses, and realized that she would be responsible for payment, and offered to pay in full.That was sometime in October last year.  I haven't heard from her since.  Now the problem ...Her daughter has purchased 3 gift certificates (buy 2 get 1 free) for Christmas; and this week she came in and purchased another 2 for regular price, for her mother's birthday.It is apparent to me that my client has not told her daughter what happened and now she has 5 gift certificates purchased for her by her daughter.What would be the best way to handle this?  Thanks for any suggestions!Donna

 

[mebepat]

Yes, I could do that. More importantly, I am concerned with her feeling uncomfortable about not contacting me because I know how much she enjoyed her treatments.  She has a difficult life, and I know I was helping her.  

 

[Mary Jane]

Why not call this client and congratulate her on receiving gift certificates...sort of as an ice breaker if you are concerned that she might not feel comfortable contacting you."Hi, this is healer611.  I wanted to wish you a happy birthday!  Your daughter bought you the most wonderful gift and I wanted to see if you wanted to schedule one of your appointments for next week?  Great!!!  Just a reminder about my late cancellation and no-show policy..."

 

[SunNeko]

Personally, my opinion is that it is not your job to contact her.  If she wants to use her gift certificates, she'll call you.  If she's embarrassed about her behavior and she should be,  than that's her problem to deal with.  Besides saying something to her daughter when she purchased the GC would not have been appropriate anyway.  You have done nothing wrong and the ball is in her court.  I would just wait for her to make the appointment and if she does, simply remind her of your no-show policy.

 

[CarlG]

I guess I really feel that this client will do this again ... so by contacting her I am just setting myself up for another possible no show.  I will always feel like, well, even though I confirmed her appointment, will she actually show up?  And then where do I schedule her so that if she doesn't show up, I won't have to hang around between appts. because she missed hers.  I'm feeling like it's like too much work for me to really want to contact her, considering her history.

 

[K T]

Hi.I hate to say what I think at this point, because I did that on another thread, and that member has left.   :-/It could be possible that you're "late/no show" client had way too much going on in her life at that particular time.  You know sometimes people get a few really bad years where nothing seems to go right.So, a way to test this, is to wait until she is ready to redeem a certificate, let her do it, and make sure to schedule her at a time of day, where it won't affect you.  For example, schedule her as the last person you are going to see.  Make sure and let her know that if the appointment is made, and she doesn't cancel within *insert number of hours here*, that the gift certificate will be forfieted and she'll have to use on of the others on a different visit.  Give her 15 mins. to show, and see what happens.  Just a thought.  You may or may not like it.Hope it all works out!  

 

[VasileZalupu]

Thanks, Texas-gal.  I appreciate your opinion (and anyone else's) - so don't worry - I won't leave if I don't hear what I want to!I feel the way you do - I know this woman has a difficult life and I feel for her and want to help her, but I also hate being put in the position of making an effort to remind her, and everyone else, of their appts. (it's a courtesy call, but it's the client's responsibility to remember their appts.) and then still having no shows.  It doesn't happen often, but when it does, it's annoying.  Oh well, life happens.I will wait for her to call me, and I will be happy to schedule her again, but I will have to reiterate my position on the 24-hours advance notice to cancel and her responsibility for the last missed appt.  I think I am being fair.

 

[Jasclas]

Remember, we all have times in our life when things may not go right, but you can't rescue everyone.  That would be an exhausting job.  Regardless of why she doesn't show up,  tells me she does not value your time. ( I will not work with people like this) Just like the last post said.  Do not call her.  Let her make the appointment then remind her that if she doesn't show she forfeits that gift certificate and let her know how many she has left.  Scheduling her last in the day is a good idea too.  Give her 10-15 min. then go home!

 

[presidentflush]

Thanks, Sandy. I guess that's how I've felt all along, but just needed some feedback from others.  I love my work and want to be appreciated, not taken for granted.  Sometimes I'm not as strict as I should be with my policies and it comes across as a weakness, I guess.  

 

[Hot Revolver]

If you are new to this business you will eventually toughen up to some degree.  You will expect not to be taken advaneforum.xxxe of.  Also, know that your time is valuable. Some people seem to think that we are in the business of only caring for people.  Don't get me wrong, ( Of course we care for our clients) but not too many therapists want to work for free or can afford to.  We have bills to pay, food to put on the table, and children to clothe.  Just like any other person with a job.  So, don't let people take advaneforum.xxxe of you.  Be strong, you will receive even more respect when you expect clients to value your time.  Don't feel guilty for whats going on in her life.  We all have our own issues to deal with.  I want to share a perfect example of this.  I do a lot of promotional work.  (Freebes to get people in the door)  If they don't show up for a promo massage, I do not reschedule them, unless they want to pay full price for the massage.  Well you know that's not going to happen.  If they don't value a free massage, what makes me think they would pay full price.  So, I don't need those kind of clients.  You see that's the great position we have working for ourselves.  We don't have to work for anyone we don't want to.  Especially people that have no respect for your work or time.  Now for a regular client, if for some reason they didn't show up, I would know something was wrong, because it doesn't happen too often.  The most problems in my business has been with promotional work.  You weed out the clients you wouldn't want doing this work.

 

[???? ?? ????]

Hi Everyone -Here's an update on this client ...I found out from my hairdresser (who referred this client to me), that her cancer has returned in full force, that she is full of tumors, and that her doctor basically told her to get her affairs in order.  That was about 6 weeks ago.This client called me last week to make an appointment and is coming in tomorrow.  Having had another young client pass away a year ago, I am a little anxious about seeing this one tomorrow.  It is palliative care at this point, but for me, as much as I am honored to be able to help, it is very emotionally draining for me.  Has anyone else had an experience like this?  

 

[betdwg1]

Difficult situation with a no show

I am a little anxious about seeing this one tomorrow.  It is palliative care at this point, but for me, as much as I am honored to be able to help, it is very emotionally draining for me.

Concentrate on the "honor" of being one of the people this client has turned to at this point in her life.  Relax as much as you can and let your energy and spirit direct your work.

 

[astutewoman]

I want to ditto MBS54's comment.  While I can certainly understand that you might feel emotionally drained by this, you are in a very unique and wonderful position to offer this woman some real quality "touch" at a time in her life when she truly needs it the most.  Think about how she's going to treasure that...and let your caring hands do the rest! Best of luck!

 

[ThatBoyThamer]

Difficult situation with a no show

I know this is an old thread (2005), but I was wondering if you had the chance to see the client or would mind giving us an update.

Thanks.