Most massage therapists charge by their time spent in a session, so dealing with client cancellations and no-shows is a particularly dear subject.
Big massage businesses just put their policies out there: 24-hour cancellation or full charge for the missed session. No appointment without a credit card to “guarantee a reservation.” It is a survival tactic that keeps the bills paid.
But what happens when the massage is not part of a big edifice of business complete with a receptionist to state the policy? Massage is a client-based business, after all. Can you afford to alienate a client for a missed appointment? Can you nicely charge folks for services not rendered? Is a cancellation policy a must or a risk for the small massage practice or clinic?
Those questions are an excellent place to start when considering your practice and its future. But keep in mind that massage therapists tend to be quiet, healing people who do not like confrontations, especially with those people seeking relief from stress. If you don’t have any policy stated up front, you may be in the position none of us healing people like: broke and behind in the bills.
Aaargh. Yes, boundaries. Those darn things hopefully they talked about a lot in massage school. Is there a middle ground? Can a therapist walk the fine line between impersonal business policy and caring personal service? And still pay the bills?
This is a tough subject. Why? Because out there in the universe, most people are honest and upfront and understand that you need to be paid for your time. Then there are others who feel every nickel saved on a cancel fee is a personal victory attesting to their ability to avoid paying for anything. Yes, these are the legendary “cheap clients” who will turn your book into a sea of red ink if you are not careful.
Airlines and other big shops generally don’t give money back or reverse charges. They have found out the hard way that when a big biz is involved, many people perceive lying to not be charged or to get your money back is okay fibbing. Hey, the airlines can afford it, right? Well, not really. Big shops have to defend themselves.
The most important thing here is that if you have a “cheap client” with a great excuse is to get rid of them. A cancellation policy will do that. Otherwise these folks will suck your energy dry with no regrets.
Sometimes, yes it happens, the client is actually using the no-show as a way of firing you. It says in a big way that the client does not value the service. It means “cya.” Whatever is going on, this is the client you will be relieved to remove from your book. If that client ever calls again, they pay the no-show fee before getting a massage for their “emergency.”
In the big and small picture of customer service, I think it is important to respect your skills enough to have a firm cancellation policy. It can be full charge, half charge, whatever you want, but have it. And when a regular client who appreciates your work has a true emergency, it is okay to say “no charge.” That will be appreciated. After all, small business is personal, eh?
Massage Clients Need Training, Too
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