Q: Zuri writes:
“I have a client who is chronically late for our appointments.
How can you enforce a no-show / rescheduling policy without fear of losing the client?
Can you provide some examples of policy copy that is tactful and professional, without
sounding too harsh?”
You mean like stop f***ing being late?
“Thanks so much.
Really love your videos!”
A: First up Zuri, good for you for recognizing that you need to have your policies clear
and in writing.
Whether it's your no-show and late policy, your refund policy, or your payment policy,
it's a really good idea to have it everything clear and advance so you can give it to your
clients and they can agree BEFORE you all start working together.
No misunderstandings, no "but you never told me that" BS; and you don't have to worry about
sounding too harsh when you lay down the law.
And if your clients are late, it should be on their dime.
But they have to know that from the start.
I'd suggest you having a clear policies page on your website.
I want you to check out what my girl Laura Belgray, has to say, owner of TalkingShrimp.com.
Here's what she has to say on refunds:
“When you buy a package of time with me, I commit to having enough time available to
serve you.
That effects how many clients I can take on.
For that reason, I don't offer refunds.
If you want to make sure my style is right for you, I suggest booking an hour to start.
If you end up wanting a package, I'll apply the fee for that hour towards the total price.
http://talkingshrimp.com/private-rates
Now Zuri, you asked specifically about lateness and no-shows.
Here's a sample script I wrote just for you:.
===== My time is valuable, and so is yours.
If you're late for your appointment, you lose that time.
If you don't show, you'll still be charged in full.
In turn, I promise to honor our appointments, and be on time as well.
=====
Now that you've got that copy, I want to tell you a little story.
Last year I had a client in one of my coaching programs that was chronically late for every
single coaching call.
And I called her out on it lovingly, yet firmly.
I said look, I am REALLY expensive.
And you're frustrating the hell out of the person that you've paying a sh** ton of money
to to help you get your business and life together.
I'm not angry, but as your coach I know that if you're late with me, you're likely late
with a lot of other people in your life too.
It's just plain disrespectful and, I bet it's creating mischief in your world that you don't
want.
I'll bet it pisses your boyfriend off, your friends off, it creates unnecessary stress
in your life that drives up your cortisol level and makes you fat.
That's right.
I said it.
Being late makes you fat - and that's a tweetable.
Being late makes you fat.
@MarieForleo
Finally Zuri, remember that YOU train your clients on how to treat you.
So get your policies up and Chubb Rock it - that means you gotta tell them to Treat
you right.
That's my A to your Q Zuri be sure to come back and let us know how it goes.
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it to at least 3 people who you know could use the idea!
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Thank you so much for watching and catch you next time!