How to Fire a Client Who Cancels Appointments
When a client cancels appointments at the last minute or simply doesn't turn up, it can take a toll on your business, be a waste of your time and cost you potential income. When the same person does this regularly and frequently, it is time for you to consider firing your client. When this is the case, you may want to fire your client in a tactful way to make sure the break is clean and that your client will not ruin your image by speaking negatively about your business.
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Instructions
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Review your list of clients and identify the ones that cancel appointments the most regularly. Decide which ones you still want to work with, and which ones you want to fire. Some clients may cancel appointments frequently but end up being a major source of income for you, or you may simply enjoy having them as a client. Others who cost you the most amounts of money and wasted time are worth letting go.
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Write a policy that clearly outlines the rules and regulations in case of cancellation. The policy should include details such as how far in advance a client needs to contact you to cancel an appointment, the fees for a canceled appointment and the right to refuse her as a future client after a specified number of cancellations.
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Send the new cancellation policy to the clients who have been identified as needing to be fired. You can give them the policy by mail, by email or in person the next time they contact you for an appointment. In an accompanying letter, explain to your clients that this new policy is put in place because you are getting busy and want to be more efficient with your use of time. That way, the client will either start complying with your rules, or simply not make new appointments with your company. It will also allow you to refuse him as a client later on if he has not respected your rules.
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When a client has reached a maximum number of cancellations, have a one-on-one conversation with him. Tell the client that while you appreciate his business, your company is evolving and will not be able to serve him any longer. To smooth out the conversation, be prepared to recommend other people who will be able to handle your client's needs.
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Explain that you are cutting back. If you do not want to work with a client in particular because you feel a lack of respect from her when she cancels her appointments, tell her that you are cutting back or you don't think that you have time to work with her anymore. Most people prefer to feel that it isn't something they did, and this approach will make the transition easier and keep your reputation intact.
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Say no. There will be some clients who will wait as long as they have to make an appointment with you, or simply ignore your cancellation policy. In this instance, you may simply need to explain to them that you can no longer help them as they are canceling too often and costing your business lost income and time. Use professionalism and diplomacy to handle this situation.
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Tips & Warnings
A clear cancellation policy will make it easier for your clients to know what is allowed and isn't if they wish to remain your client. It also gives you the backing you need when it is time to let go of a client because of abuses by canceling appointments too often.
Suggesting other service providers like you or freelancers generally help smooth the transition and keep your reputation clear of negative comments.
Only fire a client when you have no contractual obligation. Unless there is no way that you can complete a contract, don't leave a client hanging. Wait until the contract is over and then let him go.
