Words to send · Agreements and policies
What to say to a client who didn’t show up
Send it the same day: you waited, you hope they’re all right, the session is charged as agreed, and here’s the link for the next one. Kind first, firm second, and short. If they paid at booking, nothing else is needed. The agreement does the arguing for you.
When to send it: The same day, a few hours after the missed time.
The message
Hi Sam, I waited for you at 2pm today and didn’t hear from you. I hope everything’s all right. As we agreed, a missed session is charged. Here’s the link to book your next one whenever you’re ready. Maya
When you decide not to charge
Hi Sam, I missed you at 2pm today. I hope everything’s all right. I won’t charge for this one; from next time, a missed session is charged as usual, as it says in our agreement. Maya
Why it works
- Concern comes first, because sometimes there’s a reason.
- “As we agreed” points at something they accepted, not at your feelings.
- Letting it go once, out loud, keeps the rule a rule.
What not to say
- Saying nothing, and charging silently.
- “I’m disappointed.” It turns a policy into a personal matter.