COMMENT
Q. If a client cancels or fails to turn up to an appointment, should I charge them and how do I make them pay?
A. Karen McCallum, registered health practitioner, Health Central Clinic integrating health coaching, replies: Ask yourself more questions - does this happen regularly, is there a pattern, or
common factors that you need to own and do you need to take some responsibility for it happening, and is your marketing attracting the right client?
You could change how you take appointments.
In my busy health clinic I have learnt how important it is to cover the frequently asked questions before a booking is made.
* Invest time in discovering clients' expectations and help them understand what you have to offer. This builds their motivation to be present and is the first step in building a relationship with clients.
* A big part of stress for clients is time. Ask them if they need a confirmation/reminder call, or use email if they prefer it.
* The more you appreciate the client's time, the more they will appreciate yours.
* Remembering the client is your business - regard this booking and confirmation process as part of that appointment.
* Use a cancellation list so someone is waiting to fill that spot.
I have not charged for a no-show or a cancellation, as I trust that if I have covered my bases as above, then I probably don't want them as a client anyway.
If you still feel a charge is appropriate after considering the above, you could mail an invoice, charge on their next appointment or consider credit card phone charging.
Some businesses offer discounts for, say, 10 visits prepaid. If you are going to charge you will need to make this clear when the appointment is being made.
* To contact Karen McCallum, phone 360-1149 or visit Health Central
* Email us your small business question
Answers are courtesy of Spring - A State of Mind for Business.
