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Clients who cancel at short notice or just don't bother to turn up

Grrrrr growl [:@] stamp rant bum bum bum RATS!! [:@][:@][:@] Would they do this with a dentist???
There, that's better. Thank you for listening :)

Answers:

Ahhhhh.....and relax!:D you are welcome!
Yes, they would do it to a dentist. And they do. And to doctors and hospital appointments.
Some totally forget, some can't be bothered, some? who knows?
I call them from the Centre and remind them that they had an appointment. If they are 'oh, yes, sorry, I couldn't make it etc' then I usually say something snipey like, 'well please let us know next time as there are other people who do want emergency appointments and we have to turn them away.' A bit sniffy, but if they can't be bothered then so be it.
I have had therapists come in especially to do a treatment sometimes and the client hasn't shown. Not nice.
It happens to me once in a blue moon. It isn't often to be honest, but it does happen. Quite often I am quite pleased to get a break! But not always, depends how busy you are.
There is no harm in a polite phone call 'oh hello so-and-so, did you forget your appointment with me today?' Often they are mortified and they have genuinely forgotten or got confused.
Hope that helps.

Answers:

There speaks the still small voice of calm! I had two cancellations today and 3 last week so just feeling a little sore about it. Most had good excuses but one is a serial canceller who sometimes just doesn't show up at all because he's forgotten. I have eradicated said person with my laser gun, so the world is now a better place ;)

Answers:

Hiya
My serial canceller after the third one - had to pay for his missed appointments, then he turn up for the next one and then has never booked which horrible to say is a relief as even when he was booked I would never know if he was actually going to turn up.
T
x

Answers:

Hi at one and Candie
Late cncellations and no shows really are the pits arnt they.[:@]
Here we are ready to put their world right and instead we get messed about!
Good on you for booting them out never to darken door again, some sad people even seem to do it deliberatly and be empowered by it (the longer you are in practice the more you'll meet and the quicker you can rid yourself of them).
I now deliberatly over book (not double book) each week knowing at least 2/3 clients will cancell late ect ect. So when the call comes to cancel I'm thinking thats ok. It really is a fab way to reverse that rush of murderous energy into something that i want to happen(Great eh!)

The joys of working from home.:D
steve
PS just need to be able to

Answers:

Hi there - ah what a pain - I can understand how frustrating it must feel
i guess you're being challenged in ways we dont understand . .
hmmn okay that must sound mad - but I often find that when something like that happens ie the spate of cancellations ~ it is to grow & learn from..
sorry - bet you knew that was coming !! :-) Ie our confidence, faith etc
Maybe you're/ have been too friendly, nice & kind...the ooh she doesn't mind, oh so gentle & no problem attitude, in other words to some - the 'do what you like to practitioner' mode !!
Touch wood, this has only happened to me once & actually I was very surprised at my reaction - her husband rang to tell me that she was poorly and she wouldnt make the app. It was a last minute call & thus I didnt have time to re-book the app.
I actually expected a telephone call within a few days to re-book, as thats what he said. However they didnt ring & I really felt quite 'done' when they didnt ring back after a few weeks - then i thought how silly to feel personally hurt - as though it were a personal rejection - as it wasnt - the lady was poorly after all...and life has its ways, distractions & dioesnt always work out quite so simply.
Anyway - she did ring me back & has been since for treatments - but i learned much from that as it actually made me consider if i should charge for cancellations of at least have something written on my business card ie 24 hours notice must be given for cancellations, and how i would handle it next time. ... especially as i'd never given that scenario much thought.

Answers:

I have only ever had one person so far who has just not turned up for an appointment and when I rang her after about 15 mins she said she was at the airport collecting her husband and had forgotten about me, but she didn't seem particularly fazed about it.
Whether I see one client or five clients my preparation for treatment is the same and I must admit I don't feel inclined to see this person again but having said that, I had a late cancellation yesterday and as I was busy I didn't really mind too much anyway. Somewhere there's a fine line between being tolerant and letting clients get away with abuse of good nature.
When clients leave, having made the next appointment, I always ask them to let me know in good time if the have to cancel.
Love and Light[sm=sandrine.gif]
pp

Answers:

You sail close to the wind!
I couldn't do that, especially on busy days. I'm pretty bad at leaving breaks inbetween and have to be really strict to keep to timings so as not to keep them waiting. If I over-booked then I would end up having to fit two on the couch and that could be a bit of a squeeze.[&:] Then again.....:eek:Seriously, this doesn't happen to me that much, so am lucky.
I think we discussed this some time back and one suggestion was to ring them up on the day or the day before to check. I have some who are forgetful and need to be reminded. They don't mind and neither do I. If you have somebody who has had a stroke for instance and is struggling along then it is understandable they might be forgetful.
[&:]
Having said that you do get some weeks when you have nice full sessions at the start of the week and by the end of the week you look at the diary and wonder where they all went!

Answers:

[quote]ORIGINAL: candie
You sail close to the wind!
Candie, I sail where I want because I controll my working day how I want to.
I have found 15 mins between clients prevents couch overcrowding, and hope to continue this when i open my clinic.
steve
The minute you settle for less time between clients the less time you can give to yourself.

Answers:

Hi there,
first time posting for me and very new to this forum. Cancelled appointments or people being late are a pain to say the very least. I find that people today are so busy that they just have'nt got time to do anything. Time, one of our biggest nightmares of modern business society
dave

Answers:

Hi Dave
Welcome to HP, do pop along to the new members forum and say hi, hope you have fun here.
T
x

Answers:

Hi Tiger Bee,
Ta for the welcome spot. I see that you offer Massage and reflexology as part of your services and i wonder whether you would be interested in what we do.
We offer a wellness plan for people using complementary services such as the one that you offer and I would like you to visit my site and let me know your thoughts if you would be so kind
Regards
dave
www.wellness1.co.uk

Answers:

Grrrr... I just had a "no show" last night and when I phoned to say she had missed her appointment her reason was just that she had forgotten. Not too bad, except that it's the second time she has done it! The first time she still came for her appointment, but 15 minutes late so no problem, but that wasn't possible this time so I told her that I wil have to charge her as the appointment could have been rebooked. (I have a 2-3 week wait for evening appointments). She didn't sound very happy, and didn't want to rebook there and then... I have a feeling she won't rebook and therefore I won't get paid for the last one. So I've put a note in my diary for a month from yesterday when I will send an invoice if I haven't heard from her.. I've not done this before, but I feel that I'm within my rights to do so. Wish me luck!!
Sarah x

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That sounds like a good course of action to me Sarah. I look forward to hearing how you get on with this person.

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Well she needs you more than you need her, right?
It is you that is busy and booked up and yet she can't be bothered to remember her appointment. Her loss I would say!:D





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