Hi there, what would you do in case one of your clients has the habit of canceling their scheduled appointments on a regular basis with more than 24hr cancelation notice, but they are not available for rescheduling within the same week. Do you give an expiration day for their package? Do you fire them? Thank you
Good question. It would depend on a) reasons b) facility policy c) duration of their relationship.
After 20 years, I’ve gotten a bit more understanding and compassionate about this. And, quite a bit more flexible about charging when I always used to and pissed people off.
Single Moms training get sick kids, etc. There are understandable things sure. What about the client with memory issues/stroke that forgets each and EVERY appointment time, arriving at all kinds of times? (yes, this has happened).
In most of the cases with my personal repeat offenders, I just sit down and have a talk and say “it seems like the appointment times we’ve scheduled for you aren’t working well with your schedule. What can we do to make the times work better”?
See what they say…for most (except stroke case) this resolved the issue completely. They weren’t fired. They stepped up. Remember, we are their trainer to HELP adherence. 🙂