Cancellation policy exceptions.

[ladycoltsfan]

I am sure that most of us have cancellation and no show policies.  Mine is 48 hours notice to avoid being billed for the full amount of the massage.But, what are your exceptions?I always waive the fee in the event of an illness or emergency.I usually go by the rule of: if the reason is within the clients control (forgot, lost track of time, ect) they will get billed.  If it is beyond the clients control (sudden death in the family, illness, accident with deer, ect), I don't bill. What would you do in the following situations:Good, regular client calls a few hours before appointment.  They have to cancel because they just realized/found out they are going to have to work late.  Bill or don't bill?Good, regular client who does a lot of "talk" for your business calls past the 48 hour requirement to cancel.  Forgot about a Dr.'s appointment that was made 6 months ago. Bill or don't bill?Obviously I ask because these are my clients/experiences:My personality wants to waive the fee for the first client since they never do this and I am not sure if it was within their control or not.  Business side wants to bill for the fee since it is policy and the client agreed to it.For the second client my personality wants to bill for half the fee since she is a good client and a good talker for my business, but she has done this once before.  My business side wants to bill for the full fee since this is my policy and she has agreed to it.Both clients stated in their messages that they would be willing to pay for the massage since I have the 48 hour policy.What would you do in these cases?  I know how people will say one thing, but be thinking another. I would never want to pay for a service that I didn't receive, but then I don't cancel last minute without good reason or forget about my appointments.  

 

[Kirsty C]

If you had an emergency and had to cancel, short notice, on a client, Would you re-schedule with them and work for free?... or at a discount?  I kind of figure that if it is someone who "never does this", I can forgive.  If it's a second or third time for this client, Charge them for your time so that they know that it is valuable.

 

[applegrance]

Cancellation policy exceptions.

it sounds like your on the right track here#1 this I would let go with a gentle reminder of your rules so that they now what to expect if it happens again while at the same time you are acknowledging that you have some flexibility.#2 have you when she missed her last appointment reminded her of your cxl rules & fees? if so then I would charge herwith a reminder that this was her second time and you let the first one go.no worries you will do what is right

 

[beastt.. :P]

To a certain extent, I'd let them both go - 1st time for one not an issue, 2nd time for the other, maybe accept 50%.  At least they're not ringing up, holding their noses and going "I've got a really bad cold" or saying "I've had some HUGE emergency" - they've both been honest.  I'd reward that, by not taking the full fee - otherwise next time they miss an appointment they may go "oooh, I've got to make up a goood excuse..." Then you have to start figuring out "is that a genuine good excuse or an exagerated good excuse to avoid the cancellation fee?"

 

[j3w3lz08]

I agree with the responses here.  For the second client, I would probably be willing to accept at least 1/2 the money.  It is encouraging that they have both offered to pay.  I would also take into consideration how close to the appointment they cancelled.  Was it 2 hours before?  I know it was within the 48 hours, but was it 24 hours? 36 hours?  I think those are still reasonable timeframes.  Most places around here only have a 24 hour cancellation, so I have gone with that as well.  If it is still the day before, I will usually not charge the person, unless of course they have done this several times before.  If they are no-shows or cancel an hour or two before, then I'm charging them.  

 

[Suki]

I agree too with what the others have said too. It is encouraging that you know they value your time. I think that you know your clients well, and I would go with your instinct.  I'm glad you brought up this topic. I'm just starting out and I've also been struggling with my cancellation policy. My first two cancellations were both a half hour before their appt. Unfortuntately at the time, I did not have a policy in affect. They were both new clients too. To this end, do you inform them of your policy when they book for the first appt? Do you have them sign a form with their first appt?

 

[Gtrgtrvtr]

Some people include it with the informed consent agreement on their intake forms.  My intake/med hist. is two pages with informed consent at the bottom of one page, and clx policy at the bottom of page two.

 

[Its mee]

Cancellation policy exceptions.

I always waive the fee in the event of an illness or emergency.

I usually go by the rule of: if the reason is within the clients control (forgot, lost track of time, ect) they will get billed.  If it is beyond the clients control (sudden death in the family, illness, accident with deer, ect), I don't bill.

What would you do in the following situations:

Good, regular client calls a few hours before appointment.  They have to cancel because they just realized/found out they are going to have to work late.  Bill or don't bill?

Good, regular client who does a lot of "talk" for your business calls past the 48 hour requirement to cancel.  Forgot about a Dr.'s appointment that was made 6 months ago. Bill or don't bill?

Obviously I ask because these are my clients/experiences:

My personality wants to waive the fee for the first client since they never do this and I am not sure if it was within their control or not.  Business side wants to bill for the fee since it is policy and the client agreed to it.

For the second client my personality wants to bill for half the fee since she is a good client and a good talker for my business, but she has done this once before.  My business side wants to bill for the full fee since this is my policy and she has agreed to it.

Both clients stated in their messages that they would be willing to pay for the massage since I have the 48 hour policy.  

In order to be consistent, I feel enforcing the policy they are aware of and agreed to is your best choice. It's a matter of respect and they have stated they would pay the fee.

In addition, when clients cancel, you usually lose the time and ability to schedule other clients and recoup the money you would have made had they *not* cancelled and so to ensure that they do thier best to respect your business (your time, money and so on), enforcing the cancellation fee is a great incentive/deterant

Think of it this way- couldn't they have inconvinienced the Doctor and his office as easily as (instead of) yours? Why wouldn't she? Difficult to reschedule with the Doctor?

Hmmm, let's see...as a Massage Therapist, is it not difficult for *you* to reschedule that "lost hour"?

My belief is this: In order for people to get this, to really understand and respect that our time is valuable (and that we often schedule things ourselves and run the entire business or live off of our wages alone and each hour counts) we need to have clear boundaries, respect ourselves enough and enforce our policies.

 

[Kojak]

Thank you everyone for your replys.  You have been a tremendous help.I have pretty much decided to charge both clients half the fee.I agree with IntuitiveHealers about being consistant and inforcing my policy.  As some of you stated, since they acknowleded my policy in their messages, that shows repect for me and my time.  So they shouldn't bee surprised that they will receive a fee, but will be shown some respect since they are not problem clients.Since the first client has never done this, I think half the fee works because I am still being compensated for some time and I am not sure if she was the reason that she had to stay at work or it someone else kept her there.  Also I remain with my policy.The second client will be charged half the fee out of respect for her work on getting me clients.  I will inform her that if it occurs again she will have to pay the full fee.

At least they're not ringing up, holding their noses and going "I've got a really bad cold" or saying "I've had some HUGE emergency"

Do people really do that!!  How pathetic.

To this end, do you inform them of your policy when they book for the first appt? Do you have them sign a form with their first appt?

 I have my policy printed everywhere.  One my website, my business cards, brochures, in the massage room.  I also have a policy sheet on a seperate piece of paper.  They have to read each policy, check off on them and then sign.

For the second client, I would probably be willing to accept at least 1/2 the money.  It is encouraging that they have both offered to pay.  I would also take into consideration how close to the appointment they cancelled.  Was it 2 hours before?  I know it was within the 48 hours, but was it 24 hours? 36 hours?  I think those are still reasonable timeframes.  Most places around here only have a 24 hour cancellation, so I have gone with that as well.  If it is still the day before, I will usually not charge the person, unless of course they have done this several times before.  If they are no-shows or cancel an hour or two before, then I'm charging them.

 The second client cancelled the day before which is part of the reason why I don't want to charge the full fee.  She called as soon as she realized she had forgotten about the other appointment.