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July 23, 2006

What A Rotten Week!

This week was supposed to be a stellar work week. My appointment book has been so full that I've been booking folks into next week for several days in a row. At the start of the week I had several people on a waiting list.

Then things started to go south. I got a couple of cancellations on Monday that I was able to fill because of my waiting list. But then the cancellation began to have only an hours notice, or the phone call would come in when the appointment was scheduled to start. And then there were the people who didn't show at all, no phone call, no nothing. Why was this happening? Have I mismanaged my practice so badly that I've become a doormat?

By Wednesday things had gotten so bad that I realized I needed to do something. I decided to pass out a sheet of my office policies which outlines everything from booking appointments to cancellations to purchase and redemption of gift certificates. Every client, whether conscientious or clueless, gets a copy of these policies so that everyone is on the same page. This way I have the recourse to collect for missed appointments.

With a little rest and perspective, I recognize that this does not happen all the time. I'm just have a bad spate of luck. However, it is disheartening with a book this full, to expect to gross higher than average receipts and deposit way lower than average. Maybe with this proactive approach I can rectify this problem. If not, I may have to begin firing clients or else go up on my rates.

Posted by linda at July 23, 2006 10:52 AM

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