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  • Writer's pictureNicole Cozean

Enforcing a Cancellation Policy Isn't "Mean"

Whether you're in business for yourself or working for someone else, late cancellations and no-shows are always a challenging conversation.

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Many of us feel uncomfortable with enforcing a cancellation policy.

But if we don't enforce one we're doing a disservice to ourselves, our staff, and our patients themselves.

So why do we have a late cancellation fee?

  • Fairness to other patients so they are able to get in

  • Respect for our time

  • Respect for the process

  • Recouping lost costs to the business

Notice that the financial aspect is (deliberately) the least important on that list!

A few other tactical things:

  • The late cancellation/no-show charge needs to sting - it can't be something people don't take seriously. We recommend at least 50% of the appointment visit.

  • We recommend a difference between a late cancellation and a 'no-show'

  • The policy can be firm and you can extend grace as necessary

  • Always at least mention the policy when someone late cancels, even if you're planning to waive it

  • Switch your mindset! For many of us, the 'exception' is when we charge the fee. Instead, the exception should be when we waive the fee.

These are difficult conversations, but they do get easier with time. If you are running your own practice (or thinking about starting soon), make sure to reach out - we've helped 200+ businesses start and grow in pelvic health!

As Nicole said on the full 'sode of the topic...

"For many of us, the 'exception' is when we charge the fee. Instead, the exception should be when we waive the fee." - Nicole Cozean

Learn more about pelvic health with our Clinical Courses

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Curious about private practice? Check out our Business Resources

  • We've now helped more than 200 cash-based pelvic health practices start and grow.  

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Nicole Cozean, PT, DPT, WCS

Founder of Pelvic PT Rising and PelvicSanity Physical Therapy in Southern California.

Dedicated to forever changing pelvic health with online clinical courses to help you be more confident in your practice and business resources to help start and grow pelvic health businesses.

Jesse Cozean, MBA

Co-founder of the Pelvic PT Rising and the Rising Podcast.

Jesse uses his business experience to help pelvic health business owners start and grow their practices so they can build a practice that truly works for them. From website design, SEO, conversions, marketing, finance and money mindset, he wants to make the process of owning your own practice easier and fun.

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