ORIENTATION IS SO IMPORTANT. You want to set CLEAR boundaries and expectations from the GET GO when you orient them. This is bootcamp in the sense that they are paying you to hold them accountable. This is how we do that:
NO REFUNDS
As for the calls:
Let them know that there are [X number] of calls during their time in the program. If it's weekly calls for 12 weeks, that's 12 calls.
No shows result in a forfeiture of that particular call
Maxium of [X number] of reschedules allowed in the program (2 seems like a good number in a 12 week program) FOR EMERGENCY SITUATIONS ONLY. After that, they forfeit that particular call.
All remaining calls need to be completed before their graduation date
I'm telling you, I know it might feel like you are being a drill sergeant but generally speaking if you budge on this, people will take advantage of you and your time. Have very clear boundaries with them from the beginning and hold to your boundaries. Otherwise, they are going to cost you effort, time, and money. If they no showed to a therapist, doctor, etc. often they would still be billed for that appointment regardless so this set up works the same. The program includes 12 coaching sessions. If they miss them due to no shows / reschedules, that's on them. You are not refunding for missed sessions and you aren't going to play detective to hunt them down. They get to want what they want and if it isn't the result that they hired you for, that's up to them 🤷🏻♀️
In addition to setting clear boundaries, expectations and graduation date at orientation...
Another thing that massively increases show up rate and decreases reschedules and cancellations is to BOOK ALL APPOINTMENTS for the ENTIRE 12 WEEKS for the SAME TIME each week at the time of orientation. ie. 12 weekly appointments for the next 12 Tuesdays at 2 pm.
Dr Shaunna says "First one to the calendar wins" in her house. So you want your program to be the winning priority that everything else needs to work around. Instead of them trying to find a time each week for this to fit in their busy, chaotic lives.
They likely go to work each day at the same time regardless of all of these other events that go on. You want your program to be one of the fixed non-negotiable items. SAME TIME of DAY/WEEK as much as possible they REMEMBER and if it is already their other events have to work around this. Our reschedule rates (which had increased because we failed to increase our price appropriately) massively decreased when we booked ALL appointments at the same time on DAY 1.
An orientation "TALK" or video can also be very helpful. (See current intro video for Awakened Healer Modules). It helps to outline the "success path" for them and highlight the obvious (or apparently not so obvious) that if they don't show up, they will not get results.
You could borrow from these message templates (also found here in the question vault) we have too in case this comes up in the future:
PROCESS WHEN SOMEONE NO SHOWS:
1. I am on zoom waiting ...
- I text the same "Our Appointment now email with zoom link"
- I email the "Our Appointment now email with zoom link"
- I look for them on FB ( or insta) and send the same "Our Appointment now email with zoom link"
- I then phone them myself and speak with them or leave a message about our appt. and direct them to the email/text for zoom link.
My APPOINTMENT NOW MESSAGE:
Subject: Our Appointment Now. Here is the link.
Hi
Here is the zoom link again for our call now. [your zoom link here]
Hope all is well with you. I have this time booked for you so if you get this message before the top/bottom of the hour, click that link or text/phone me at [your phone number here] so we can have our scheduled appointment.
Hopefully we can connect. Looking forward to speaking with you.
Be Good For You!
2. After 30 minutes of a one hour appt. send the " You Missed the Appointment" Email.
My MISSED APPOINTMENT NOW MESSAGE:
Subject: Re: Your Missed Appointment Today
Hi
So sorry you were not able to make it to our scheduled appointment today.
I certainly am ready and willing to show up 100% for you - but this only works if you are able to show up for yourself as well.
Hope all is well with you.
Given the demand for these consultations, I am only able to offer one opportunity at most for a last minute reschedule of a no-show for one of your appointments before assuming you are forfeiting this particular appointment and declining our assistance with those modules. As a reminder there are a maximum of two emergency reschedules allowed during the program.
If you would like to use that one opportunity to reschedule, use this link [your calendar link here]
but note that no further reschedules can be made to this appointment after this next opportunity.
As a reminder, all of your coaching calls need to be completed before your graduation date [their graduation date here] We still have time, but I wanted to hold space for your success and ensure this still remained a priority for you.
If you are not able to make your appointments, please let me know ASAP in advance, as there are many people who are looking to book appointments. Having said that, I appreciate that emergencies do occur in which case, please communicate asap, so that we can continue to support you and all of our Awakened Healers in the best way possible.
-------
In addition to setting clear boundaries, expectations and graduation date at orientation
Another thing that massively increases show up rate and decreases reschedules and cancellations is to BOOK ALL APPOINTMENTS for the ENTIRE 12 WEEKS for the SAME TIME each week at the time of orientation. ie. 12 weekly appointments for the next 12 Tuesdays at 2 pm.
Dr Shaunna says "First one to the calendar wins" in her house. So you want your program to be the winning priority that everything else needs to work around. Instead of them trying to find a time each week for this to fit in their busy, chaotic lives.
They likely go to work each day at the same time regardless of all of these other events that go on. You want your program to be one of the fixed non-negotiable items. SAME TIME of DAY/WEEK as much as possible they REMEMBER and if it is already their other events have to work around this. Our reschedule rates (which had increased because we failed to increase our price appropriately) massively decreased when we booked ALL appointments at the same time on DAY 1.
An orientation "TALK" or video can also be very helpful. (See current intro video for Awakened Healer Modules). It helps to outline the "success path" for them and highlight the obvious (or apparently not so obvious) that if the don't show up, they will not get results.