Since the COVID pandemic, last-minute cancellations have increased. Of course, there has been a good reason for this, but as the pandemic continues to fade, people seem to have grown accustomed to flexibility, and no-shows are becoming more common.
This can significantly impact the income of your practice. So, as a massage therapist, how can you protect yourself from financial losses when clients don’t show up?
We see this frustration frequently among practitioners, and with the help of our #Masserendoenwesamen Facebook community, we have gathered valuable tips and advice from real experiences.
Below, we share the 9 best tips to prevent no-shows and last-minute cancellations in your practice.
Some of these tips may already be familiar, but perhaps you'll discover a new approach or strategy that you haven't tried yet!
1. Ensure a Clear Cancellation Policy
As a starting massage therapist, it is wise to establish a concise cancellation policy for your practice. Your cancellation policy should be written down and visible to all clients. The best approach is to clearly and visibly state it on your website and also communicate it verbally to clients during their first appointment. You can also choose to include the cancellation policy as part of your intake form for new clients.
Here is an example of a cancellation policy:
Clients can reschedule their appointments free of charge up to 24 hours in advance.
For cancellations within 24 hours, a fixed fee will be charged.
For no-shows and late cancellations, 75% of the appointment fee will be charged.
A smaller fee can be charged for cancellations where timely notice has been given.
A good cancellation policy ensures that clients who cancel last-minute or fail to show up are still motivated to keep their appointment.
2. Work with Deposits
A deposit is an effective way to reduce the risk of no-shows. While it may feel uncomfortable to ask clients for a deposit, it also demonstrates the value of your time and expertise.
It’s important to keep the conversation light when discussing a deposit. If a client resists, calmly explain that the deposit is necessary to secure the time slot.
3. Follow Up with Reminders
It is important to send your clients an email or call them to remind them of their upcoming appointments. While it’s a good habit to schedule future appointments before a client leaves your practice, you can’t rely solely on appointment cards. If the next appointment is scheduled for next month or later, the client might forget about it.
Clients also often lose appointment cards, so reminding them is crucial. You can call, text, or email them, but an even better option is to automate this process with software.
For example, you can automatically send reminders 72 hours, 24 hours, and/or 2 hours before the appointment via email and/or SMS.
A very popular tool in the Netherlands and Belgium for optimizing and automating practice management is Mijndiad. This software is also quite affordable—starting at just €15 per month, new practices can get a complete practice management package.
4. Send a Follow-Up Message
Send your client a message to check in on why they were unable to attend their appointment. Mention that the appointment will be charged in accordance with your cancellation policy and encourage them to contact you to reschedule.
Of course, always use your judgment and ethical considerations when doing this.
Sometimes, clients experience unexpected circumstances. By showing understanding, you can distinguish between those who don’t respect your time and those who genuinely had an issue preventing them from attending.
Take notes for yourself to keep track of which clients are reliable and which ones are unreliable. Keeping client profilesis always a good idea so you are aware if a client has missed multiple appointments in the past.
5. Enforce Your Cancellation Policy
Set your own cancellation policy based on what works best for you and your practice. What may work for one massage therapist and their clients might not work for you. Always trust your instincts and choose what you believe is fair and effective for your business. Approach each situation calmly, rely on your intuition, and don’t be afraid to stand firm when necessary!
Of course, exceptions can be made in certain cases. If a loyal client experiences a bereavement, illness, or an unavoidable emergency, it might be reasonable to offer some flexibility.
Show empathy, kindly refer to your standard cancellation policy, and then explain why you are making an exception in this particular case. Make sure the client understands that this is directly linked to their reliability and the exceptional nature of their circumstances.
6. Encourage Prepaid Appointments
If you notice frequent no-shows in your practice, you might consider charging clients before their appointment. Naturally, when clients have already paid, they are much more likely to commit to showing up.
You can choose to charge the full price or just a percentage upfront. Another option is to offer a promotion or discount for clients who prepay, which can also help build customer loyalty.
For example, you could offer a 5% discount or an extra 15 minutes of treatment for clients who pay in advance.
7. Stay Positive
Last-minute cancellations can be frustrating, especially when you have a packed schedule. However, many massage therapists actually appreciate an occasional last-minute cancellation! It can give you a short break to relax or catch up on other tasks. Try to see the positive side of it!
8. Show Gratitude
Reliable clients deserve to be rewarded—show your appreciation for those who consistently arrive on time for their appointments. Let them know how much it means to you that they respect your time.
Consider setting up a loyalty program or offering small rewards for your most dedicated clients. Offer a discount on their next appointment. Create a loyalty card where clients receive 15–30 extra minutes after 10 visits.
This not only rewards loyal clients but also encourages them to book future appointments!
9. Be Personal
It is important to build a strong relationship with your returning clients to create a sense of trust and connection. If you keep things too distant, clients may find it harder to empathize with your situation when they cancel last-minute.
When you have a good relationship with your clients, they are more likely to feel responsible and work with you to find a solution when scheduling conflicts arise.
Hopefully, these tips and tricks will help you reduce the number of no-shows and cancellations, allowing you to protect your practice’s revenue.
Do you have any additional tips or tricks? Let us know so we can share them with other massage therapists!
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