Episode #592: Client Anger At Cancellation Fees

Summary

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: [e-mail]

Support the Podcast:

If you found this episode valuable, consider sharing it with a therapist friend to help more professionals build the practices they desire.

Transcript

[A]

Welcome to Ask Alison.

[B]

Y'all ask the questions about having a fun and thriving practice and I answer them.

[A]

We have a worksheet for you today.

[B]

So you can bring this answer into your life. You can Access [e-mail] links where you'll also be able to ask any questions you have for Ask Alison. If you want more support, we've got some free trainings in there too. If you can't get enough Ask Alison, check out our YouTube channel for our entire Ask Alison library.

[A]

Welcome back to Ask Alison. Here's today's question. 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? Good question. And you are not alone in this fear. First, I want to thank TherapyNotes for sponsoring Ask Alison. They're the number one rated electronic health record system available today with live telephone support seven days a week. It's clear why Therapy Notes is rated 4.9 out of 5 stars on Trustpilot and has a 5 star rating on Google. Therapy Notes makes billing, scheduling, note taking and telehealth incredibly easy. And now for all you prescribers out there, Therapy Notes also has e prescribe. If you're coming from another EHR, TherapyNotes makes the transition incredibly easy, importing your demographic data free of charge so you can get going right away. Find out what more than 100,000 mental health professionals already know. Use promo code abundant at TherapyNotes for two free months.

[B]

You aren't stuck in your toxic agency, I promise. There's so much freedom over here in the world of private practice and you can be a part of it. And the Abundance Party we teach you step by step how to build and fill your private practice. Imagine shorter days, no meetings, great fit clients, more money than you've ever made, and permanent three day weekends.

[A]

So many of us are living this.

[B]

Life and you can too. You can get started with 75% off your first month if you use the coupon code podcast at checkout. Click the link for the Abundance Party in the Show Notes to join.

[A]

I am never afraid and here is why. I am exceedingly clear about my no show and late cancellation policy. What so many therapists do is they pop them in their informed consent or their practice policies and then consider it handled. They just wash their hands a bit. And then, because almost no clients actually read that paperwork before signing them, they feel surprised at best and betrayed at worst when they're told they owe a no show fee. Another thing that other therapists do that bites them later is not enforcing their no show policy. Maybe this person is late, canceled two times without a mention of paying for the session. Then on a third time you've decided enough is enough and you enforce it. They already had the precedent of missing sessions being no big deal, and if they'd known they'd be charged, they may have made a different choice and shown up. My no show and late cancellation policy are in my paperwork, but in my very first session I always talk about it. I ask them if they have any questions about it. The very first time a client le cancels or no shows, I immediately let them know they're being charged and I charge them. The leeway other therapists provide because they're uncomfortable or because they think that it's being nice to not charge causes confusion and causes more harm than good. I do what I say I'm going to do with my clients. Most of them don't have great boundary role models in their lives, and I consider it a part of my job to model boundary setting and maintenance. 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. I've actually had very few late cancellations and no shows at all. I could probably count on one hand per year. All that being said, only set a boundary you'll hold if you're really clear about that boundary and you hold that boundary. 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. Today's free worksheet is policies to consider in your practice. Consider your policies the manifestation of your boundaries. Be very careful about what you set because I really want you to hold to them. And just because something's uncomfortable doesn't mean you shouldn't explore those further and figure out why it's uncomfortable and if it is or is not a good fit for your business. All right, have a great rest of your day.

[B]

If you're ready for a much easier practice, therapy notes is the way to go. Go to therapynotes.com and use the promo code abundant for two months free. I hope that helped. If you have questions for Ask Alison or you want to get your hands on the worksheet for this episode, go to abundancepracticebuilding.com Links if you're listening, you probably need some support building your practice. If you're a super newbie, grab our free checklist using the link in the show notes. I'd love for you to follow rate and review, but I really want you to share this episode with a therapist friend. Let's help all our colleagues build what they want.