Issue link: https://www.massageandbodyworkdigital.com/i/78617
Once you have a credit card on file, if the client then does not show or changes appointments within the rescheduling window, it is understood you will put the charge on the credit card. The key here is to be sure clients know your policy. It is unfair to tell a client you will charge her for something she didn't know she was responsible for. Some clients will not want to give a credit card in advance. If a client doesn't want to give you a credit card, I suggest you say the appointment is tentative and not confirmed. Therefore, if someone else calls and wants that time, you will give it to the person who confirms with a credit card. If that happens, we call the first client (Client A) to let her know her appointment time has been given away to the second client (Client B). Setting tentative appointments has four positive effects: 1. Client A knows you are serious about your time commitments and that you will hold the time reserved for her unless or until you get a confirmed appointment with Client B. 2. Client A is more apt to feel comfortable trusting you with her credit card once she sees how serious and business-minded you are. 3. If Client A is serious about wanting an appointment with you, she will somehow make it happen, usually by coming in person and prepaying for the session, or changing her mind and giving you a credit card. 4. If Client A is serious about wanting an appointment with you and does show up, you have an appointment. In the few cases at our wellness center where a client did not want to give a credit card, we felt we did not lose out on anything, because people who are not willing to put their money where their mouths are usually aren't clients who are committed to their well-being. RESCHEDULING DETAILS Rescheduling to come in earlier in the day or week is different. If a client calls prior to, or on the same day of, their session and wants to get in earlier—and you can do it—of course do it, and gently let her know you are making an exception to your rescheduling policy. By seeing the client earlier, it frees up your later appointment times to hopefully get a last-minute client, or you get to go home early to enjoy some "me" time. TIME SHIFTING If a client asks to reschedule, or to shorten his prearranged time from 90 minutes to an hour, keep in mind it is the same as cancelling 30 minutes. Don't let him slide on this. Here are the words; practice saying this in advance, as it's not easy to say but important to do. Say, "Thank you for calling. I've reserved the full 90-minute appointment time for you, and of course I can shorten your appointment length, but since we are within my rescheduling window, and since I did not book someone else in your time and am holding it for you, I will still need to charge you for the full 90-minute session." Yikes! Yes, it is possible to say this with a calm voice, integrity, and consideration for your client. Yes, it's scary, and yes, he might not like it, but as long as he knew your policy in advance when booking the session with you, he can't get mad at you for simply enforcing your own rules. It's important to create and state your cancellation/rescheduling policies in advance, both to inform veteran clients of your new guidelines, and to make sure new clients are fully aware of the consequence of cancelling. By having a policy in place, you are establishing expectations and creating a safety net to ensure you are in charge of your own schedule. Irene Diamond, RT, is an educator, public speaker, and business coach who enjoys enlightening therapists, fitness trainers, coaches, and other "thera- preneurs." Diamond will be inducted into the Massage Therapy Hall of Fame in 2013 for her work with Active Myofascial Therapy, and her online business resource, www.successfulmassagetherapist.org. Reach Diamond at www.facebook.com/ therapysuccess, www.twitter.com/massageresource, or www.thediamondmethod.com.