Three,rules,handle,client,canc marketing Three rules to handle client cancellations
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I get a lot of questions about how to handle client cancellations.This is such a common problem, but many business owners have difficulty knowingthe best way to deal with a client who cancels at the last minute. What Ivefound is that you need to know three basic concepts to address the situation.1. Communicate Rules Up Front. When a client signs up, yousend them your welcome letter and packet which could be sent via snail mail oremail. Instead of many separate pages, you can create one big PDF document withall your policies and procedures.In this document, spell out all the ground rules about calling,cancellations, in person versus phone or Skype, etc. Ask your clientsto be sure to read the full document to avoid any misunderstandings later, thensign it and send it back to you. People like to know what the rules are becauseit makes things easier. In doing this, you are setting up boundaries beforethey start working with you so they know how you work.2. Address Boundary Issues Directly. If a client breaks oneof your rules or policies, I recommend that you copy and paste the section fromyour policy agreement and send it to them in an email. You can say somethinglike, I just want to remind you of my policy about cancellations so weunderstand each other. This is how I work. Well let it go this time. I knowhow life gets in the way. But please understand, next time youll forfeit yoursession or whatever the transgression was about.3. Services Are Prepaid. When working with clients who aresigning up for a series of sessions with you, having them prepay for theservice works best. Then they are invested in working with you. If they facepotentially forfeiting a session, they are more likely to show up and followyour policies. This is a question of setting up boundaries and enforcing them.You dont have to be mean. You can be very loving during this exchange aboutpolicies. The point is, your clients will know what is okay and what is notokay.Your Client Attraction AssignmentHave you created your welcome package yet? Do you have your policies allspelled about cancellations or other situations that frequently crop up withclients? Make time this week to prepare your policies if you havent alreadytaken care of this. If you did this a while ago, take time to review and updatethem as needed.
Three,rules,handle,client,canc