Enforcing the cancellation policy

[Malcolm]

Hi, I'm new to the board and I notice that many of you have a cancellation policy where the client pays a perceneforum.xxxe of the massage or the full price should they miss the appointment without cancelling. I was curious, if the client is expected to pay when the massage if over but they miss the appointment how do you force them to pay? what happens if they refuse?Do you involve a lawyer? How do you safeguard yourself so this doesn't happen?

 

[My Bastard Son Has AIDS]

From my understanding, I'm not sure how much you can truly "enforce" the policy.  I'm sure it's different in each state.  I would say the policy is in place to encourage people not to cancel.  I suppose you could send a "bill" to their house.  Of course don't expect them to pay it or come back as a client either.  It certainly would be nice if they did.  I would say take the proper steps to help keep this from happening.  ie-reminder/confirmation calls the day or two before their appointments and also let them know that you appreciate if they cancel, to do so within ___ hours.  I personally do not have a policy.  I do tell people that I understand if it happens and I try to get them to reschedule when they are on the phone (as long as it's appropriate).   I never like to make a client feel bad or uncomfortable about having to cancel, I just like to make sure that they do get back in.  It reminds me of a Seinfeld episode.  (totally hilarious!)

 

[LADii T]

I copied this off an article that was posted on this site recently I thought it might help. Create a Missed Appointment Policy - A missed appointment policy will fall within the guidelines you set for your cancellation policy. The allotted time you choose as notice to cancel an appointment will depend on how quickly you can refill the appointment. Typically, 24-hours' notice is requested to cancel an appointment, unless there is a valid emergency, such as an illness or vehicle breakdown. Some therapists can refill an appointment slot within six hours. You decide what length of time will work best for your business.Reduce No Shows - Once the policy is in place, you'll need to let your clients know about it. There are various ways to convey your policy that will reduce missed appointments. I recommend using as many of these as possible:    * Post your written policy in your treatment or reception room. A good example would be: "Our time together is important. Unless there is an emergency, we request that you cancel your appointment 24 hours in advance, or pay the missed appointment fee in full."    * Add your written policy to your appointment cards, brochures, Web site and all other marketing materials.    * Inform clients of your policy when they are scheduling their appointments.    * Add your written policy to your health intake forms.    * Call each of your clients a day or two in advance to confirm their upcoming appointment. This reminder will surely decrease missed appointments.Collect for No Shows - Collecting your fee for missed appointments isn't always easy. After all, no one wants to pay for services they did not receive. Respectfully, though, they should. If you prepare a missed appointment form letter in advance, all you will need to do is fill in the blanks, print it on your letterhead and mail it. Here is a sample letterear [Client]:According to our records, you were scheduled for an appointment with me on [Date/Time of Appt.]. Because I did not see you for that schedule appointment and you did not cancel with 24 hours advance notice, which is my policy, I regret that I need to charge you for the missed appointment.Sometimes I make mistakes and it is possible that you had a different day or time scheduled for your appointment. I also understand that emergencies arise. If either of these valid reasons are why you missed your appointment, please call me. Otherwise, I have included an addressed envelope for you to use to send a check for $60. I do appreciate your business, and thank you in advance for your understanding.You will be surprised how many clients will just send in a check - but what about those that don't? Only you can determine how valuable your time is. If you don't have a problem with clients missing appointments, then you probably won't feel the need for a cancellation policy. If, however, your time is of value and your income is dependent on your appointments, I suggest you rid yourself of those clients and spend your energy replacing them with new clients.By the way, as a general rule I do not charge a client for the first missed appointment. Instead, I inform them again of the policy and tell them that I will charge my full fee should it occur a second time. This courtesy rule works well for me.Ultimately, the decision to establish and enforce a missed appointment policy is yours. When making this decision, keep in mind that your time is valuable; without a policy your income will be affected.

 

[Araphel]

If it were me, I would require a credit card be on file so that if they do miss, then you can charge them a certain amount. That is what hotel and car rental agencies do. Why not you. Have them sign a form with all of it outlined. State that it is for your protection, and that is a type of security. that your time is valuable, and not thought of as dispensable. If they are really interested, they will do it. I don't know how many of you feel this is ok, but if it were me getting the massage, I wouldn't mind. YOu make an appointment, you had better not be flaky and not show up. Or tell them they need to cancel within 24 hours, so that you have a chance to book someone else, or they will be charged that fee. If other places can keep them on file, I don't see a problem with you doing it to. Maybe I am wrong, but that it how I see it. I know that giving out credit card numbers is scary these days, but you need to back up your policy, and sometimes that is the only way to get it across to people is to charge them once or twice. Or even the  knowledge that they will be charged will be enough to make them think twice about not showing up or not giving enough notice.

 

[magicbird]

Enforcing the cancellation policy

Hmmm...I don't know about requesting their credit card numbers. If I was the client, I don't think I would feel comfortable giving mine out. Especially if it was the first visit and I didnt even know them yet. I could see implementing that rule maybe after the client repeatedly no-showed though.Thanks for that post Superspagirl. I like the idea of sending a polite but firm letter along with a S.A.S.E. so that they can easily just drop a check in the mail. I also charge for no shows and have found that most clients are very understanding of the policy. I've only had a couple who I'm assuming didn't want to pay the fee (after they no-showed) so they just didn't come back. I say, Oh well! and chalk it up as a loss. I have other wonderful clients who respect my time and I will focus my attention on them. Lotusgirl

 

[I R NORMAL IS NOT A PEDO]

Enforcing the cancellation policy

I worked at a large day spa for about a year and a half and they did require a CC (credit card) up front, over the phone, etc.  And, yes, if the client missed the appointment, the CC was billed the full amount.  Bummer was, the therapist, hairdresser, esthetician, ect. did not get a penny of it.  But, is that really anything new.  

However, I think if you run a small practice, the CC requirement is not necessary and does make things feel a lot less "friendly and homey".  But, it does sort of depend on the feel of your place, if it works for you or not.

This doesn't really answer the question, but it does give you a few ideas about CC's.

To answer your question -  I don't "force" clients to pay, and it has always just worked out for me.  I eplained it in more detail on:
Providing a Reminder Notice to Scheduled Clients
http://www.massageplanet.com/forum/viewtopic.php?p=10481&highlight=show#10481

Hope that helps.  

 

[You can call me Rob]

I copied this off an article that was posted on this site recently I thought it might help.   Create a Missed Appointment Policy - A missed appointment policy ...

This article was written by Colleen Holloway for Massage Today. Here is the original article: http://www.massagetoday.com/columnists/holloway/.  Colleen Holloway's web site is http://www.successbeyondwork.com.--Miguel de Campos

 

[jeff rockout]

Enforcing the cancellation policy

Thanks Miguel I was hoping someone would come along with the link for that again.