Do You Charge a Cancellation Fee?

[dorothy s]

Long time, ladies and gents...

I've been known to have some clients cancel on me and it leaves me in financial bind. I know there's been threads before about having a fee but I didn't see too many folks who inforced it. My concern/question is, (since I will be inforcing mine) how do I get client's payment secured? Do I ask that they pay a perceneforum.xxxe of the massage fee prior to the appointment? Or do I record their CC number in the event they cancel?

I love what I do but this is my bread-and-butter so I have to be realistic about my finances. All suggestions/questions/comments are appreciated!

~ACharlton

 

[LaurenOrSatan]

We charge 60% of our massage prices for no shows and late cancelations. Our clients have to cancel at least 6 hours prior to their appointment. It's a bit easier on me because I work for a fitness facility. However, there are still times that enforcing our fees doesn't work out....

All clients must sign a HH form with our disclaimer about our cancelation policy. If it's a new client that hasn't filled out and singed this form there is no way for me to enforce the policy. If the client has been in before, not only do I go over the policy with them, I highlight it and they have to initial the form where I have our policy stated. That way when we call to let them know they are being charged we can remind them that have conscented (sp?) to it and that we will need payment before they can get their next massage.

If the client is a member of our facility we can easily charge their account or run it through their credit card because we keep that on file. If it's a client that has a massage package with us we simply deduct one unit off their package. Even still there are those people out there who simply never get back to us and go elsewhere for their massage. That being the case we can persue it legally but then you have to ask yourself how much time and money will go into retrieving the fee....?

Steph!

 

[ViktoriaXVicious]

I charge 50% of the scheduled service. It is on the bottom of my intake form, & i let my people know. I have had only one problem in the past 4 years with a client arguing. She still comes to see me :} Once they realize that you may have to turn down other clients because that time slot has been taken, they seem to understand a bit better.

 

[trooper92]

I have a form they sign on their first appointment that let's them know I require 24 hour notice for appointment changes/cancellations or they will be charged for their missed appointment (full rate).

Everybody gets a "grace" period of one visit - we all make mistakes. After that I charge unless it's something completely understandable - recently a client had a migraine and tried to sleep it off to come to her appointment and woke up 2 hours before her appointment still incapacitated by it. She even offered to pay. That's a definite exception.

Now another client (long time client that I've never bothered to enforce cancellation policy before in spite of no shows/last minute cancellations) canceled on me twice because "something came up at work". That was the last straw because I had someone else want in that day that I couldn't get in because I was booked. I emailed him, explained the situation and said that I felt I was not being in integrity if I wasn't sticking to my cancellation policy. He understood and paid me for 1 missed appointment plus a generous tip.

I don't keep a credit card number on file but I will send a client an invoice if they cancel last minute and don't reschedule. So far that's only happened once and he mailed in a check and hasn't been back. Which is fine.

It can be a tricky dance sometimes.

Lisa

 

[Jingjing]

My policy is the same as LisaG's. If you no-show or cancel at the last minute, you pay the full appointment fee. Emergencies excepted, and everyone gets a "grace" of one missed appointment. (LisaG, I feel like your twin! Actually, I should say triplets, since Pete's another MassagePlanetL member with the same policy).

This policy is written on the intake form, which they read & sign on the the first visit. I do enforce it. On the first "grace" missed appointment, I remind them of the policy and let them know I'll charge them if it happens again. Then, if it happens again, I do charge them. They need to pay the no-show fee before they can reschedule another appointment with me. For the few clients I've charged, some have paid me quite happily, and others have chosen to avoid me instead. I find the second choice amusing in adults; it seems so childish, but I don't take it personally. Actually, I had a funny incident happen recently. I enforced my cancellation policy with one of my clients 2 years ago, and she chose to avoid me -- didn't return my call, didn't pay the fee, and therefore didn't reschedule. I just moved her file to "inactive" and forgot about her. Last week, she walked into my office when I was between clients, with a check in hand. It was the no-show fee plus an extra $10 for "interest" since the payment was overdue by two years. I laughed when I see her and asked her what happened. She said she was simply too embarrassed to face me. Anyway, I thanked her for payment & asked her if she'd like to reschedule. She was so grateful I was willing to work with her again. I doubt she'll ever no-show me again!

Now, if you're referring to clients who miss their first appointment with you, that's a different story. I don't chase those clients down. If they miss the appointment, I don't call them to reschedule. If they call me to reschedule, I tell them they have to pre-pay before I'll see them, which none have chosen to do. I figure this is a good thing. They've weeded themselves out right away; I have no interest in developing a clientele of unreliable people. You can try making people reserve their appointments with a credit card & let them know you charge a no-show fee. I know spas do this. If you choose to do it, Let us know how it works for you!

 

[HelloMyNameIsJake]

Now, if you're referring to clients who miss their first appointment with you, that's a different story. I don't chase those clients down. If they miss the appointment, I don't call them to reschedule. If they call me to reschedule, I tell them they have to pre-pay before I'll see them......

Wow! I really like that idea! Hmmm.

Steph!

 

[Pookie]

Thanxs for the help!

~ACharlton

 

[Mrs Emma K Doc Prof Santa]

Now, if you're referring to clients who miss their first appointment with you, that's a different story. I don't chase those clients down. If they miss the appointment, I don't call them to reschedule. If they call me to reschedule, I tell them they have to pre-pay before I'll see them......

Someone posted in another thread about putting no show clients' numbers into their business phone's "saved numbers" list and flagging them as 'no show' so when/if that person called again to book, they knew right away that the caller was a previous no show.

 

[Ming]

Quadruplets. (see Blisss' post) I have the same policy.