New client excuses

[Xynephadyn]

I was referred a client from my former receptionist (I recently moved my office), who is a friend of hers.We made an appointment and the new client called from home 30 minutes late saying she couldn't find my office but thought she knew exactly where I was.  She said she looked for my office (not good enough, evidentally) and even asked someone on my floor (who said no massage therapist was in the building!).  She offered to come right back in once we clarified my location, but I told her she would only have 30 minutes left of her 1-hour appointment and we should probably reschedule.  (I was trying to convey that I keep to my scheduled times, and that a first appointment usually takes a little more time in fact, for paper work, etc.)So we rescheduled for this past Monday, and just before the client before her came in, she called to say that her son had "just dropped in for a visit" and she didn't want to be rude and just leave him.  GRRRRRRR!  She said she'd like to reschedule and would call me.I am really irritated with this woman and want to know how I should handle her next scheduled appointment.  Should I ask her to "prepay" since she left me without payment for two unattended appointments?  I think the wording is critical, but I would like her to understand that she needs to take her appointments seriously.Thanks for any thoughts!

 

[wrestling star]

You might want to establish a no-show, cancellation policy.  Clients need to give 24 hour cancellation notice so that you can fill their slot otherwise..... HOwever, since this is a new client, you might want to recommend her to a therapist who has a more flexible schedule.  What I'm saying is that is this the kind of client that you want to have?

 

[lozzielaws]

I agree with above.  This person needs to know your cancellation policy.  She dissed you twice... and says she doesn't want to be rude to her son who should understand.  Personally, I think she's a bit flaky.  I wouldn't want a client like that.  She hasn't made a good first impression... and I hate being judgemental.

 

[momof3]

I do have a cancellation policy but I give new clients this information when they come in for their first appointment.I have been thinking of doing this:  when a new client wants to make an appointment, I could get their address (providing there is enough time before the scheduled appointment) to send them office policies and procedures, directions, intake forms to fill out in advance, etc. so that there will be no misunderstanding about anything.It's not that I'm inflexible ... I just don't want clients thinking this is acceptable behavior when making appointments.  At this point I have nothing to lose, because if she is like this, I don't want her as a client, but I'd like at least to give her a chance to come in (as she says she is soooooooooo looking forward to it...) I guess I'll wait to see if she does call back and then decide what to say.  I could ask her to "prepay" for her appointment (under the circumstances) and definitely get her address to mail her all of the above.

 

[Brianna H]

I will usually gently ask people if they need to reschedule if they could give me 24 hours notice, I would appreciate it.  For that first appointment, I don't tell them it's a strict policy or anything, just a request.  If they no-show or cancel within an hour or two before the appointment, then when they make their next appointment I will tell them that I have a 24 hour cancellation policy and remind them that they cancelled last-minute last time and that if they do it again, I will have to charge them for the appointment.  Perhaps if you had done this, the client would have told her son that she had an appointment.  After all, wasn't it rude of him to just drop in and expect her to drop everything to visit with him?  Couldn't he have found something to do for an hour or so while she had her massage?  I think probably so, but because she didn't feel there would be any consequence to pay by cancelling the appointment, that's what she did.  I think you have a good idea about mailing the office policies ahead of time when possible.  Not sure if this will make a huge difference, as people may not read them.  I think at this point it would be difficult to ask the client to pre-pay when you never informed her of the cancellation policy in the first place, so she didn't know she was violating it.  Sure, it makes common sense to us that you don't cancel so late for an appointment, but MANY people don't think like that.  Nail technicians, hairdressers, restaurants don't charge for no-shows for reservations, so lots of people just assume that we don't charge if we don't say anything.