I was reminded once again of how important every little thing you do with your client is.
A few weeks ago I had a client who cancelled his appointment a few hours before the scheduled session time. Because it was less than the required 24 hour notice I normally charge the full fee for the session.
I had forgotten to mention it the last two sessions of meeting with him until today when, while processing his debit card, I asked him if he had remembered the 24 hour policy.
As soon as I mentioned the missed session he let out this HUGE sigh and said, “I am SO glad you brought this up right now.”
His reaction was a little more than I expected so I asked him to to tell me a little more.
He explained that, since one of the things I’ve been helping him with is how to run his business more professionally, he was curious what I was going to do with the missed session fee. He was watching me to see what I would model.
My reminding him about the policy and actually charging him for the missed session has given him permission to be strong and direct with his customers when they are behind in paying him.
EVERY little thing is important.
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