Client forgot appointment ...

[Raisin]

Tomorrow I will be seeing a client of mine who forgot his Tuesday appt. (even after I confirmed it, leaving a message on his home voice mail).  I called him 15 minutes after he was due in and he just said that he forgot, sounded apologetic and inferred he didn't get my message.I plan on telling him that he is expected to pay for that missed appointment, but should I tell him before or after tomorrow's appointment?   (He missed another appointment about 2 months ago - his wife called 20 minutes before his scheduled time to say there was an emergency with their son, and left the message on my machine.  His appointment was the middle one, which meant I had to hang around for the next one, 1-1/2 hours later.  I did not charge him.)I feel it's up to the client to remember their own appointments. I give them appointment cards for their next appointment, AND I always call to confirm, which I feel is a courtesy, not an obligation.This client is self-employed and knows the value of keeping appointments, but every time he's scheduled to come in, I always wonder if he actually will show up.

 

[Vortex]

    It sounds to me as if you did everything possible (beyond the call of duty, even!) to make sure he remembered his appointment.     Is your no-show policy posted anywhere? I have mine printed on my brochures, just in case. But then, I only ask for half the amount of the scheduled service for no-shows.     I, too, give out appointment cards, and I have 2 clients I have to give a reminder call to the day before. I would definately let him know when he comes in (or call him beforehand) and let  him know what your no-show policy is, and what you expect of him. You may have had to turn away other clients to accomodate his appointment time, and its not fair to YOU or your other clients.

 

[y4hoo000019]

I include a 24-hour cancellation notice policy on my intake form, and highlight it, just above the client's signature.  I also post a No-Show and Cancellation Policy in my treatment room.  It is included on my brochure, as well.I feel "uneasy" about telling a client that I have to charge them for not showing up, even though I know I am doing the right thing.  There is always a risk of losing that client, but I know I'd rather not be wondering everytime this client has an appointment whether or not he is actually going to show up.  

 

[jimmy4burnet]

Client forgot appointment ...

I guess you could just mail the bill for the missed session, with a copy of his intake form signed.  Maybe that would keep you from having to talk to him about the payment if it makes you uncomfortable?Or you could ask him when he came in...Mr. X, todays charge is "x", and your missed appointment charge is "x", which equals "x".  Will you want to pay it all today, or make payment arrangements?I am very sorry that I have to charge you, but since my business is run soley by myself and there are only so many hours in the day that I can book appointments, I do have to charge for the missed appointment, because otherwise I would have been able to see "Client Z" during that time.  I do hope you understand.Hmmm... I am not real good at these things, but maybe it gives you something to work with.   :-/

 

[Ambir.]

Thanks, Texas-gal.  In the past when I have sent a bill to a client for a missed appointment, I did include a copy of the signed, intake form highlighting the clause for missed appointments.  They know they should pay, but some just ignore it and never come back.This client today will not be surprised that I am going to charge him for his missed appointment.  I'll repeat words that he has said to me, such as "time is money when you have your own business" or "I don't get paid if I don't work" (which is why he has been coming to me in the first place!  He had a severe back injury and was out of work for 6 weeks.)  He will relate, certainly, and hopefully will understand why I need to charge him.

 

[Ben H]

I think the best thing to do would have been to let him know at the time of the missed appointment when he was telling you that he "forgot".  If you didn't do it then, I would have told him as he was making his next appointment.  Since, those two options have passed, I would give it a try today.  If the policy is on your intake form that he signed, you can use that as your back-up.  Be certain to remind him that you have already given him is "freebie".  If he chooses not to pay, then you can choose to either require he pay for his appointments one in advance so that if he misses, you already have the money, or you stop having him as a client.  If you don't require payment ahead of time and he doesn't pay for the missed appointment, he will definitely do it to you again.  You may lose him as a client.  This will just leave room in your schedule for a client who will show up when he has an appointment.  All you will be losing is the stress that comes along with wondering whether he's showing up or not.I wouldn't be quite as apologetic as Texas-gal.  No need to tell him you feel badly for having to charge him.  It's business.  

 

[Cici <33]

Kneaded -You make good points - I was tempted to say something right then and there on the phone with him, but I caved!  And I don't think I'm going to sound apologetic - it is business.  I have heard other MTs suggest prepayment from some clients for obvious reasons.  I may have to bring that up.Since I know that the work is helping him, I probably should push the packages that I sell - they have to be prepaid, and with him I'd stress that any missed appointment would be accounted for in his package.I try to help clients out also by saying that if they can't make their appointment and don't give 24 hours notice,  if they are able to send someone in their time slot, they won't be charged.  I have decided that I need to include all of this info on as much written material as I have, especially on the prepaid packages.  Some of them are like children - you have to keep after them!

 

[callum the 3rd]

Client forgot appointment ...

I like the idea of sending someone in his place. Good luck with him. And you're right, he should be more aware of the importance of keeping an appointment since he's self-employed as well.

 

[lmechwarrior]

Sounds like you have covered yourself as far as your policy stands and you did everything you could to help prevent him from missing his appointment.  Now you have to decide if you want to keep this person as a client or if you are willing to have them leave.As a therapist I knew once told me, "fill your practice with the type of clients that you WANT to deal with, the other's can go elsewhere where someone might be more willing to deal with them."I can understand if there is an emergency or something comes up that is beyond their control, but otherwise they have to pay the fee. He needs to value your time.  If you let him slide too many times, he will be taking advaneforum.xxxe of you.  If it makes you feel any better.  Most of the time when things like this happen to me, I get all worked up and things end up being fine in the end.  Since you feel that he will understand that should work towards your advaneforum.xxxe.  Keep strict to your policies.  Good Luck!

 

[Abbie]

Well, he came in, late even!  He has "so much going on" and couldn't get off the phone.  Well, no problem (minus 10 minutes and counting!).He apologized for being late, and I then informed him that I needed to charge him for his missed Tuesday appointment, and I started to explain that he already had a missed "emergency" appointment when his son became ill, and he was already saying "no problem."  I was trying to figure out if he was really understanding, or just saying what I wanted to hear, but in the end, I think he was being understanding.I kept his appointment to 60 minutes, and when I returned to the room after he dressed, there was full payment for two appointments on my desk.  After checking in with him, we got into a conversation about the "things on his plate" and I encouraged him to try not to over-extend himself and to pay attention to his body (his back, in particular) so that things didn't get out of control.  (He didn't want to book again today because of things coming up, so I took the opportunity to tell him that I was moving my office and I gave him a new business card with the address on it.)All in all, things worked out well.  I believe he will be back; he is reasonable in his business dealings and is understanding of when things go wrong.  Masthera, I am like you.  Sometimes (a lot of the times!) I overthink things and they get bigger within me than they actually are.  I need to work on that!   ;DThanks, everyone, for your opinions and suggestions.D