Abundant Practice Podcast: Episode #592 – Client Anger At Cancellation Fees

Release Date: November 9, 2024

In Episode #592 of the Abundant Practice Podcast, host Allison Puryear delves into a crucial and often challenging aspect of running a private therapy practice: handling client anger and resistance regarding cancellation fees. This episode provides invaluable insights for therapists striving to maintain professional boundaries while fostering positive client relationships.

Understanding the Fear of Enforcing Cancellation Policies

Allison opens the discussion by addressing a common concern among therapists: the apprehension of enforcing late cancellation policies due to the fear of receiving negative reviews on platforms like Google.

Allison (00:36): "Are you ever afraid of enforcing your late cancellation policy because of the possibility of getting a bad review on Google? If so, what do you do? Do you still charge and take the risk?"

She acknowledges that this fear is widespread, emphasizing that therapists are not alone in grappling with it.

The Importance of Clear and Consistent Policies

Allison advocates for the establishment of clear and well-communicated cancellation policies as a fundamental practice boundary. She underscores that merely including these policies in informed consent documents is insufficient, as clients rarely review this paperwork thoroughly.

Allison (02:03): "I am exceedingly clear about my no show and late cancellation policy. ... I consider it a part of my job to model boundary setting and maintenance."

By proactively discussing policies during the first session and addressing any client questions, therapists can set the expectation from the outset, reducing the likelihood of misunderstandings or feelings of betrayal later on.

Immediate Enforcement of Cancellation Fees

A pivotal point Allison makes is the importance of enforcing cancellation fees consistently and promptly. She shares her strategy of addressing first-time cancellations or no-shows immediately, ensuring that clients understand the consequences without delay.

Allison (02:03): "The very first time a client le cancels or no shows, I immediately let them know they're being charged and I charge them."

This approach establishes a clear precedent, discouraging future cancellations and reinforcing the seriousness of the policy.

Benefits of Rigorous Boundary Setting

Allison highlights the long-term benefits of maintaining strict boundaries, both for the therapist and the client. She notes that since implementing this disciplined approach over the past decade, she has experienced minimal late cancellations or no-shows without causing client dissatisfaction or loss.

Allison (02:03): "Since I started holding to this like 10 years ago, I haven't had a single client leave or even complain about no show fees."

This consistency not only enhances the therapist’s professionalism but also models healthy boundary-setting behaviors for clients, many of whom may lack such role models in their personal lives.

Overcoming the Fear of Negative Reviews

Addressing the initial concern, Allison asserts that setting and enforcing clear boundaries, including cancellation policies, typically does not result in negative reviews. Instead, such policies contribute positively to the therapist's practice by ensuring respect for time and professional services.

Allison (02:03): "In my experience, you need not fear retribution via reviews holding a clear boundary. Those are good for you, they're good for your clients, and they're good for your business."

Practical Tools and Resources

To assist therapists in implementing effective policies, Allison introduces a free worksheet titled "Policies to Consider in Your Practice." She encourages listeners to view policies as manifestations of their professional boundaries and emphasizes the importance of carefully selecting and adhering to these boundaries.

Allison (03:50): "Today's free worksheet is policies to consider in your practice. Consider your policies the manifestation of your boundaries."

Notable Quotes

• Allison (00:36): "Are you ever afraid of enforcing your late cancellation policy because of the possibility of getting a bad review on Google?"

• Allison (02:03): "I am exceedingly clear about my no show and late cancellation policy."

• Allison (02:03): "Since I started holding to this like 10 years ago, I haven't had a single client leave or even complain about no show fees."

• Allison (02:03): "In my experience, you need not fear retribution via reviews holding a clear boundary."

Conclusion: Empowering Therapists Through Boundary Setting

In this episode, Allison Puryear provides a compelling case for the necessity of clear and consistent cancellation policies in private practice. By sharing her personal experiences and practical strategies, she empowers therapists to overcome fears related to policy enforcement, ultimately fostering more professional and sustainable practices. The emphasis on boundary setting not only protects the therapist’s time and resources but also serves as a valuable lesson for clients, promoting healthier therapeutic relationships.

For therapists seeking additional support, Allison recommends accessing the Abundance Party membership program and utilizing free resources such as the private practice checklist available at abundancepracticebuilding.com. These tools are designed to guide therapists through the nuances of building a thriving private practice with increased freedom, income, and client satisfaction.

Resources Mentioned:

• Abundance Party Membership Program: www.abundanceparty.com
• Private Practice Checklist and Worksheets: www.abundancepracticebuilding.com
• Email Support: help@abundancepracticebuilding.com

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