writing + enforcing a no show policy
Nearly every time I talk about policies for Massage Therapy businesses, I 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".
“Boundaries protect your needs, safety + capacity at work”
1️⃣First up - let’s make sure you have a policy you agree with + makes sense for YOUR business.
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 get one up on your website, so you can set clear boundaries + expectations.
It needs to state
how much notice you want to be given for cancellations
the consequences (the amount they’ll owe)
how they will be charged
It might look something like:
36 hours’ notice is required when rescheduling/cancelling appointments. If less than 36 hours is given the {business name} reserves to right to charge 50% of the cost of the booked session. In the event of a no show, 100% of the cost of the session will be charged to the card on file.
2️⃣You have the policy - now what to say when you need to enforce?
“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. I have a wait list and you just cost me the opportunity to see someone from that list. 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 (like that emergency surgery you were hypothesizing about).
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. Let's allow time to learn if it was deliberate, and then we can enforce the policy and implement consequences.
👇try saying something like this
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?”
If you want a walk through of exactly what to say all the way from “where are you?” to “I need to charge you for today’s missed appointment” - I’ve got an $8 download that will feel like you had a 1:1 call with me.
