Q&A

I’m having a hard time getting my clients to show up on time and also let me know when they can’t make it. What should I do?

Q.

I’m having a hard time getting my clients to show up on time and also let me know when they can’t make it. What should I do?

A.

Be honest and let your clients know that if they are more then five or 10 minutes late (whatever works for you) it will not allow enough time for their appointment and you will need to reschedule. Usually this is only necessary with a few repeat offenders. You need to take responsibility for the fact that you taught them it was OK. Then you can change the pattern. Taking responsibility takes the attention off them and they are not made to feel wrong. It is your business and you need to teach people how you operate. Instituting a cancellation policy if clients do not call or miss their scheduled appointment works, as long as you take it seriously, verbally letting those repeat offenders know you will charge a flat fee or the value of the appointment. Most of the time communicating with them will work and you may not have to ever charge someone. All of these types of conversations are uncomfortable and it comes down to this — it is about you standing for something and how you want people to relate to you and your business. Respect yourself and you will attract clients that respect you. Also always be recruiting new clients. Referrals are 70% of your clients. — April Poster

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