No shows + enforcing your policy
No call/no shows are the worst, right?
Let's talk about writing policies, enforcing those policies, and what to say when someone doesn't show for their massage.
Nearly every time I talk about policies, I'll get a question like, “Well, what if they were, like, in the hospital for emergency surgery?” so let's get this out of the way…
There are endless what-ifs where you might choose to not enforce a policy.
👉You can absolutely be compassionate & lenient when you feel called to do so. But what about the times you need to enforce the policy?
I want to help you feel confident making that decision so you can enforce your policies without feeling "mean".
“Policies protect your needs, safety, and capacity at work.”
If you don't yet have a no call/no show policy. Or you have one, but didn't put much thought into it… It's time to set clear boundaries and expectations.
It needs to state
how much notice you want to be given
the consequences when it isn't given
how they will be charged
Policy in place? Check.
Ok. Now what to say when someone misses their appointment.
“Since you didn’t show up for your appointment, which is highly disrespectful, by the way. I’m charging you the full fee of the appointment. You are banned from booking with me ever again.”
I see responses like this all the time, and immediately think, “those are going to be tough words to eat if the client responds with a legit reason for not showing up.”
I believe in having conversations, and that means not lashing out when emotions are high. No call/no shows easily make us feel angry, disappointed, frustrated, and sometimes even a little, “is this my fault?”
I'm not saying don't get angry. I'm inviting you to replace judgement with curiosity. Instead of rushing to make a point - seek further clarification.
When a client deliberately chooses to skip their appointment, it's disrespectful. So, let's allow time to learn if it was deliberate, and then we can enforce the policy and implement consequences.
When it’s a new client:
“Hi [client], it’s [your name] from [business name] I have you on my schedule for a massage today at [time]. Please let me know if you are unable to make it as soon as possible.”
When it’s a regular client:
“Hi [client], it’s [your name]. I have you on my schedule for a massage today at [time]. Is everything ok?”
This creates space. It not only offers them an opportunity to explain, it also gives you time to process all those emotions and hopefully be at your best when they respond.
Need even more help with dealing with no shows? I’ve more resources to help you with exactly what to say.