How to Handle A NO SHOW Client

It's never a good feeling having a client no show you but there's a right and wrong to go about it when it does.
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Jim Yosef - Canary (NCS release)
Jim Yosef

[ashabrewer]

I never have no-shows. I never have late cancellations. This is my 20th year anniversary this August. Here's how you never have no-shows or miss out on income. 1. Use an online scheduler. 2. Set up your online scheduler so that it blocks a client from booking the appointment until they agree to your policies. 3. Require a CC# to reserve all appointments. This can be set up in most scheduling systems. 4. Understand that maintaining healthy boundaries also includes respecting your business. No one should ever no-show three times. 5. Be selective about who you work with. I work with extremely professional clients. 6. Reward your clients for being fabulous with specials, free add-ons, and upgrades. 7. Set up your online scheduler to send out email and text reminders of their appointment during the week automatically so they can have at least 24 hours to respond. 8. Maintain good customer service, but don't be a doormat. 9. Never run your business around your client's personal lives. It may seem like being nice, but it's unprofessional. 10. Establish a solid, long-term relationship with your client before making exceptions and adjustments to your practice. Doing so could send the wrong message about your work ethic and integrity and can appear as desperate.

This is how I've had a fun, successful, stress-free private practice for 20 years.

Awesome videos Spencer! I wish you lived in Chicago. I would get a massage from you every week!

[Mylayn]

Spencer you are so funny😂😂😂😂 but everything you say is 💯 correct, that's how I handle my clients. I will also tell them if they were a no show no call the 2nd time that if they wanted to book with me again 50% of the session price has to be pre-paid, they usually do the pre-paid with no problem and they remember to get back there for their massage. They don't want to lose that money😉

[JavyPR]

Simple, just hire a bounty hunter to find them.

[carolmack]

I have an LMT for 21 years. I send text confirmations the day before and then again the day of if they did not respond to the original text. The frustrating part, after they have confirmed the morning of and them they don't show for their appointment in the afternoon. I used to never charge for no-shows before but I do now. The cancelation policy is on a plaque on the wall behind the front desk as well as on the client intake form. This particular client was aware of the cancelation policy as she had brought her 2 kids in 2 weeks ago and signed both of their forms below the cancelation policy. Love your video.

[jz]

Omg I died "hey John Smith you..." 🤣🤣🤣🤣

[Dad-bvhw]

"YOURE GONNA NO SHOW ME?!" "Hey John Smith YOU 🤣

[tyebrown]

Spencer
You really know how to handle unpredictable circumstances. Much success with your craft.

[RenHen]

Hahahaha!!! Thanks for the laugh on what not to say! That was great!

[payattention]

at work it is professional at all times. - with the customer - in your world you know what to say behind closed doors.

[robsutherland]

Seems like great advice for anyone dealing with clients. I really like your videos Spencer.

[Olahmigo]

Good advice dude!! I'm actually going to school for massage therapy in a few months and have really appreciated all your content!! You're awesome <3

[kameliadeleva]

I use automated booking system which states all my policy. Credit card is required to make a booking or I charge a deposit, exactly for the no show occasions...if a client doesn't show up and doesn't respond to my message, he/she goes to the black list, sorry :)

[bigomondis]

Curious on what your thoughts are on 'firing' clients due to no show consistency and/or improper actions during the massage?

[jrg]

I'm a licensed dietitian in private practice and personal trainer. I state my policy is 24 hr notice of cancellation for any reason and that I charge for the visit. I don't let people know I allow 1 freebie miss with less than 24 hrs. Unlike massage where you are instantly benefited by the service and may even enjoy it, I have to deal with people who psych themselves out of going to exercise or talk about their dietary habits, especially when most people coming to see me it already is a struggle and THEY think I'm going to ruin Christmas when it comes to leading them toward diet changes.
One time I had a woman cancel on me 10 min before her appointment because she found out just then her insurance needed a referral. That is not a valid reason to cancel because a referral can always be dated for the day of service or the patient can self pay and work with insurance later. I fired her for doing that since she felt entitled. It is extremely disrespectful to reserve business hours when the business owner is paying for office space to not come to an appointment so you can save a few bucks. Professional and client relationship is a relationship. The fact she couldn't agree to being charged or or admit to any negative impact means she is going to be a high maintenance client. I don't have time for people like that. She is welcome to take her business to someone who puts up with her. That is another thing worth mentioning--a business owner can only tolerate so many high maintenance clients and remain sane and enjoy doing business. People who don't understand this are too used to big business where they think the customer is always right and places that can make guarantees and sacrifices for you. Small business has to fill up with good clients and not idiots.

[tkn]

That no show might be your life time client

[yellowroses]

I think it’s much better if you inform your clients (by message) that a no-show will be charged, after reminding them about their appointment (one day before). Then you don’t need to go through all this.

[patrickqin]

Everyone: “Great video!”
Also Everyone: ***makes appt & doesn’t show up****

[tendainyabvure]

Hey bro thank you very much, very useful information...

[poohbearny]

I noticed that you didnt hulk out on the phone but you missed to post the rest of the video where you ripped your shirt off and had a flex off to calm down lol. So we need a part 2 of that vid.

[Youtyubah]

What a great tip thank you.
Been a fan with your videos learned something from it.
may i ask if how and what is the process of charging the client for a no show ? Is it by the client coming back again in your clinic then thats the time youll get the previous no show charge? Or maybe in other way. Thank you for the response.