no-show's

[Pompal 09.]

How do all of you handle no shows?
I've recently opened my own office, and I've had my share of no-show's lately.
I'd appreciate your advice

 

[Pompal 09.]

Personally, I

I get grumpy and crabby about it, sometimes I call them, sometimes I don't. I guess when I get tired enough of it, I'll make everyone prepay or reserve with a c/c.

 

[negi]

thanks for your responses. Posting a cancellation policy is a good idea.
It IS frustrating though isn't it?

 

[LVLYLASHES]

Calling the day before to confirm appointments definitely cuts down on the no-shows.

We don't have a policy of charging people for no-shows, however clients who make a habit of not showing up for appts are told that they are no longer allowed to make appts in advance. They can call right before the time they want to be seen and if we have an opening they can have it, but usually those times are already booked.

 

[ariel]

late client

I have another question regarding this also...
say a client is late, and I mean 1/2 hour or so, and in that time you get a walk-in. Should you take that walk-in or should you wait longer for the client who made the appt?

 

[Krystyn H]

No-shows are a PIA!!!

Generally speaking when a client no-shows for their appt I call them within 5 - 15 minutes of the scheduled appointment time to see if something happened to them. This allows them to still make their session even though they might miss a few minutes of it. This also tells you whether you can expect them to arrive at some point thinking they've got a later appt time.

As for waiting on someone 30 minutes into the session. I would not do this unless they called me and specifically arranged it. I would be certain to explain that there session time will need to finish on time due to other appts.

I would say it is a good idea to establish your cancellation, late and no-show policies right from the beginning that explain a session is reserved for only 15 minutes from the scheduled session time. This allows you to then take a walk-in if the circumstance arise that a scheduled appt no-shows.

I recommend to always give clients appointment cards with the day, date and time written out whenever possible to avoid them saying they forgot the time or date of their appt.

This isn't always possible due to phone reservations, so when on the phone, I make certain to cover my cancellation policy plus I repeat the appt in its entirety several times during the phone call and just before we hang up so I know I've covered that base thoroughly with them.

 

[StopAdmin]

thank you, you all have been so very helpful

 

[FineAzFudger]

No shows

I have been struggling with this for years. What I've finally done is write up an office policy sheet that explains my 24 hour cancellation policy, have the client read it, sign it and keep it in their file. It is an agreement-this is important-they agree to the terms.
I found that posting a sign did nothing, I asked one guy and he said he never saw it. So, I support anyone who is firm with their policy. I can make exceptions if illness, traffic, work, etc happens. But my clients know that I'm firm on this. I have even taken to explaining on the phone that I have a 24 hour cancellation policy and this means I expect to be paid if the client forget or no-shows.
Good luck,
Rubmyster

 

[Meems]

I agree that having the client read and sign a statement on office policy is the best way of preventing problems. For the most part I don't think signs work very well.

The best thing about having a signed statement is that if a no-show or late cancellation occurs you can then send a copy of their agreement with a request for payment. This way they can not deny they didn't know.

 

[Sara]

ditto intuitouch.

I have it on my intake form what the policy is and they have to sign. I do also have a sign in office. but I don't think people pay attention to it.