A cancellation policy should include details such as how much notice a patient must give before cancelling or rescheduling an appointment, any fees that may be charged for late cancellations or no-shows, and how the practice will handle emergency cancellations. It should be clearly stated in all communications with patients, including on the practice’s website, on appointment reminders, and in any email confirmations.
It is essential that patients understand that the policy is in place to protect the provider’s time and to ensure that other patients have an opportunity to schedule appointments. It is also important to note that the cancellation policy should be enforced consistently and fairly for all patients to avoid any perceived favoritism or discrimination.
But how do I enforce the cancellation policy?
Simple! Get a card on file! To my front desk peeps, we know you just got a nervous pit in your stomach. Trust me, we’ve been there. So what is an easy way you can get the patient’s card information without causing a stink?
Simple! Blame it on a new booking system! It’s a total lie, but it works!
If a patient is upset that they have been going to you for years and they now have to put a card down, here’s the talk track:
“I completely understand your frustration with this new policy. Unfortunately there’s nothing I’m able to do. We just started a new booking system and it won’t allow me to book your appointment with ________ without having a card on file. Like I said, nothing will be charged to the card. It’s just to have on file for our cancellation policy.”
You’re not off of the hook that easy. We all know aesthetic patients are a rare breed that thrive on the theatrics. When the patient continues to refuse, it’s time to show them who’s boss.
“Again, I completely understand your frustration. I really wish there was something that I could do. You’re more than welcome to try and come in at that time, but I would hate if ________ were busy. She books up so quickly. So if you’d like to reserve this spot with ________, I will need to have a card, just to have on file”
If your patient continues to refuse. Then she’s probably the patient that is breaking the cancellation policy in the first place. Fire the patient, recommend another med spa and move on. The goal is quality clientele. They will be back…
Ultimately, having a clearly stated and enforced cancellation policy can help prevent revenue loss and disruptions to the practice’s schedule, while also maintaining a professional and respectful relationship with patients.
The Aesthetics Advantage 