Don’t let people get away with it because they will repeat offend. I have a long term client who is a neighbor and, of course, became a good friend due to our long term training relationship. She started cancelling last minute on me a lot. I did not charge her at first—big mistake–because she started taking advantage of my laxity. I finally spoke to her about it and she has been better but will slide every so often. It is hard to lay down the law once you let them get away with it a few times.