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C h e c k o u t A B M P 's l a t e s t n e w s a n d b l o g p o s t s . Av a i l a b l e a t w w w. a b m p . c o m . 17 SPEAK YOUR MIND What's your cancellation policy? Do you enforce it? FROM FACEBOOK I ask for 12–24-hours' notice, if at all possible. If I fill the spot, I don't worry about it. But if the spot cannot be filled, I reserve the right to charge a $25 fee. I typically let the first offense slide, but if it's repeated, I ask that they pay first before the next massage. I usually don't enforce for sickness or things that are out of their control. I've only had to enforce my policy a handful of times. PAULINA SANTOS THARALDSON I just started my own practice, so right now my cancellation policy is pretty lenient, since I don't have a lot of clients. I don't put up with no-shows. If they no-show three times, they're dropped as a client. I understand life happens and people have to cancel. I know I've canceled at the last minute myself. BRITTANY ANN On my intake forms, I outline that I request at least a two- hour cancellation notice for any service. I also say that if a client is a no-show twice, our professional relationship will be terminated. (I give two shots at this, because I realize sometimes things just happen and I try to be forgiving without being a pushover.) I have had no problems with no-shows at all. DAWN DAVIS I run a Groupon campaign. If a client is redeeming a coupon and they cancel at the last minute, I give them the option of getting it refunded with Groupon and rebooking with me directly without penalty; or, if they insist on using the coupon, then I will charge them my customary late cancellation fee, which is nearly the same amount as what they paid. MAYETTE SERRANO What do you do to recharge your batteries? Publication Date: March/April What do you see as your biggest competition? Publication Date: May/June Email your responses to Your submission can be as short as you'd like and up to 250 words. Upcoming Topics FROM TWITTER Our clinic has a 24-hour reschedule policy, two-hour for members. No-show is a full charge. @MYREJUVENATE Our policy is a full refund minus penalties incurred if done very last minute. So far, we have not enforced it. @MASU4U My cancellation policy is posted online and in confirmation emails when appointments are made. I enforce it except in cases of emergencies. @EMERGEMASSAGE My cancellation policy is displayed in my massage room and on my website, and must be initialed by new clients on their intake forms. @MASSAGEFRISCO

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