Cancellation Policy: Part 1

Happy November! It’s the season for everything warm and delicious! But if there’s one thing about being in business that doesn’t give you the warm fuzzies, it’s no-show and last-minute cancelling clients.

If you’re like me a few years ago, I was really worried about actually implementing a cancellation policy. I needed every client I could get, was nervous about confrontation if I DID need to enforce it, and just knew that it would turn clients away. Like most of my early decisions, I was wrong. I knew it at last one day when I ended up paying 2 therapists to sit there for not one, but two couple’s massages, as they no-showed and sent our calls to voice mail - the profit I'd made for the entire day was gone. I honestly couldn’t afford a blow like that, and when I finished ranting, I wrote my new #cancellationpolicy ⬇ - Credit, debit, or gift card required to hold every appointment, or prepay via PayPal. - 24 hours notice to cancel with no fee - 0-24 hours with notice = 50% charge - No show/no notice = 100% charge 🖤

There is NOTHING I've done for my business in 8+ years that has instantly given me back so much power. If you don't have a cancellation policy in place, I can't stress enough how much I encourage trying it. You can always go back if you hate people showing up when they say they will : -P

Not sure how to word it? Feel free to copy the cancellation policy I have on my company's website!

Please understand that when appointments are cancelled without giving us enough notice, we miss the opportunity to refill the time and other valued guests on our waiting list are unable to schedule services they need.  We ask that when possible, you allow at least 24 hours to adjust or cancel your appointment.

- We are happy to adjust or cancel your session with 24 hours notice at no charge!

- Cancellations within 24 hours are charged 50% of the service price

- No-shows are charged 100% of the service price and a credit card is required to hold future appointments

Look out for our next post with some helpful scripts for HOW to collect Credit Card numbers over the phone!

Who’s already got a cancellation policy in place? Do you enforce it? Have you noticed a difference in the quality of your clients? Still on the fence about it taking CCs? Leave a comment below and watch for part two of this topic: what to say and how to say it!