Tricks for getting CCs from every client

I know the secret to getting credit cards from almost every single client, without a fuss.

Many therapists HATE this part of the booking process 😩 It feels forced and awkward for a lot of us unless you’ve got a great script.

Let's go through a couple not-so-good ones and my personal favorite.

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Imagine you're a client who's asking for an appointment with an independent therapist. You've just confirmed that there is a time open that is convenient. What should happen next?

A: They say: “Ok, well, we do require a credit card for booking. Is that ok with you?”

B: They book your session, then say, “Our cancellation policy requires a credit card to charge in case of cancellation within 24 hours of your appointment or no-showing. What’s your credit card number?”

C: They book your session, then say, "“Which credit or debit card would you like to hold this appointment with?”

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The first response invokes feelings of doubt in the person’s mind - why shouldn’t it be ok to leave a credit card with a reputable company? - and subtly insults their ability to pay or intent to show up. Since you don’t have any information about them yet, they’re likely to hang up and try somewhere else.

The answer the client must give is to the question, "Am I ok with giving my credit card info to this person?"

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The second response feels a little too pointed. People like to believe that policies are directed at OTHER people - they’re special. If they’re booking, they don’t intend to cancel, and this was kind of abrupt. However, they’ve already answered all your booking questions and invested time into the process, so they’ll likely give it. They may, however, ask to clarify the policy, or ask to hold it while they “check their schedule” and call back (maybe.)

The answer the client must give is to the question, "How sure am I that I will be able to keep this appointment, and is it worth the price of the session?"

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The third response is like a Jedi mind trick. Instead of asking if they're ok with leaving credit card details, or if they agree to attend the appointment, you ask something that bypasses both: "Which credit card would I like to ultimately place this charge on?" You have offered them a choice, and they will forget the other choices you just bypassed to get there. They do not have a choice of whether to give it, or whether it will be charged - but they are focused on whether they should give you their AmEx or their Visa. Once you have credit card details, it's easy to inform of the cancellation policy.

Why it works: People don’t like being embarrassed. When you BELIEVE they will give it to you, and assume that they know that, they feel uneasy with anything other than, “Just a second, it’s in my wallet, let me grab it.” The client’s opinion of the business likely rises: the presumption is that their card will be one of hundreds or thousands and this is routine business.

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Watch as your clients show up, cancel with notice when needed, and pay for time they have to miss. By showing that you respect your time, you will make sure your clients do, too. And the paid breaks you'll have ever now and then from no-shows will make up for the awkwardness you feel the first dozen times you practice it - I promise.

Do you have any tips that work for you when requesting credit cards or questions about enforcing your policy? Email me, DM me, or comment! 👇 .