March 29, 2025 • 7 mins
Struggling to create and/or enforce a no-show and late cancellation policy in your practice? Wondering how to set clear boundaries while maintaining compassion for your clients? In today’s Ask Allison, I’m sharing practical tips on how to create a policy that works for both you and your clients. This episode is also available to stream on our YouTube channel!
Sponsored by TherapyNotes®: Use promo code Abundant for 2 months free
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Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:04):
(Transcribed by TurboScribe.ai. Go Unlimited to remove this message.) Welcome to Ask Allison.
Y'all ask the questions about having a
fun and thriving practice and I answer them.
We have a worksheet for you today so
you can bring this answer into your life.
You can access that at abundancepracticebuilding.com slash
links where you'll also be able to ask
any questions you have for Ask Allison.
(00:25):
If you want more support, we've got some
free trainings in there too.
If you can't get enough Ask Allison, check
out our YouTube channel for our entire Ask
Allison library.
Welcome back to Ask Allison.
Here is today's question.
How can I create and confidently enforce a
no-show and late cancellation policy that balances
clear boundaries with compassion for my clients?
(00:47):
This is a juicy one, right?
This is like a place where a lot
of therapists will get into arguments on Facebook
groups.
Before I dive in, I want to thank
Therapy Notes for sponsoring Ask Allison.
I've talked about them for years.
I know they're features by heart.
You probably do too, but here's what really
sets them apart.
First, they genuinely care about your experience.
It's not just about troubleshooting.
(01:08):
They actively implement user-suggested experiences like therapy
search, secure messaging, clinical outcome tracking, real-time
insurance checks, and a smooth super bill process.
Everyone at Therapy Notes believes in the product
and wants you to love it too.
Plus, they're independently owned, which means no venture
capital and no pressure to prioritize investors over
(01:30):
customers.
This independence allows them to keep prices fair,
to focus on innovation, and to prioritize customer
experience.
With over 100,000 therapists already on board,
they've proven you don't have to compromise success
for quality.
If you're ready to see for yourself, try
Therapy Notes free for two months with the
code ABUNDANT at therapynotes.com.
All right, so whether you're unsure about your
(01:53):
policy, what it should be, or you're struggling
to enforce it, I am here to help
and we're going to break it down into
two parts, deciding on the policy and then
following through with it.
So what should your policy be?
If you are not sure what your no
-show or late cancellation policy should look like,
here are some key points to consider.
First, treat your practice like a business.
(02:13):
Write your policy as if your practice is
full.
Picture clients wanting to see you, but they're
unable to get an appointment because of last
-minute cancellations.
Your policy should reflect the value of your
time and your availability.
Next, I want you to avoid punishment and
focus on boundaries.
A no-show policy isn't about punishing clients,
(02:34):
it's about setting and maintaining boundaries.
I want you to make it clear, I
want you to make it firm, and I
want you to make it compassionate.
I want to also reiterate that as therapists,
it is our job to model boundary setting
and boundary maintenance.
So keep that in mind when we're talking
about this.
I also want you to script your policy.
(02:56):
So it's going to be in your informed
consent, it's going to be in your financial
agreement, it's going to be in the paperwork
that our clients don't usually read.
So I want you to have this script
that you can do for the very first
session.
I want you to use the script in
your first session.
If you need to cancel a session, please
do so at least blank number of hours
(03:17):
in advance.
Blank could be 24, 48, 72, you tell
me.
If you cancel within 24 hours or you
don't show up, you're going to be charged
the full session fee of, insert your fee
here.
If I can fill your spot, I won't
charge you.
I'll use the card I have on file
to process the fee at the time of
the missed session.
Do you have any questions about this policy?
(03:40):
Most clients do not have questions about this
policy, but if they do, reiterate that this
policy ensures fairness for everyone who wants access
to your services.
I also put in there as a mom
of a kid who is often sick and
as somebody who has an auto immune disorder,
I will often say if you are sick
or if your kid is sick, I do
not charge you, but I do ask that
you communicate with me as soon as you
(04:01):
can.
That doesn't work for everybody.
I want you to think about your policy
and what works for you in your sessions
and your clients in your business.
All right, let's talk about how to enforce
it, which is actually the harder part.
First, I want you to clearly communicate upfront,
right?
That first session, it is the best way
to avoid awkwardness by talking about it in
(04:24):
that first session.
Sneaking it into the fine print of your
informed consent and avoiding the conversation might seem
easier in the moment, but it's going lead
to confusion, it's going to lead to mistrust,
and you're going to have clients leave because
the first time you charge them, which you're
going to because you're going to hold your
boundaries, if they didn't know you were going
to do that because you didn't verbally communicate
it, they just signed all the paperwork, they're
(04:45):
going to leave because you've kind of done
them dirty.
Next, I want you to model boundaries.
As therapists, we help clients set healthy boundaries,
right?
Enforcing your own is an opportunity to model
the skill.
If you set a policy, it is your
responsibility to follow through.
It messes up your clients when you don't
follow through on your boundaries.
(05:07):
Next, I want you to expect discomfort.
Charging for a no-show or late cancellation
can feel uncomfortable sometimes, but you can handle
it.
You have dealt with much worse.
So remember, it is not about being punitive,
it's about maintaining professional boundaries and ensuring fairness.
Let's talk about exceptions because those are going
to come up.
Inconsistency holding the policy could be a problem
(05:29):
from an ethics standpoint, so I'll say that
it is really important to set policies you'll
actually hold.
If you know you're not going to charge
the full fee, you just know you're not,
maybe you could do $50, but you're not
going to charge the full fee, then make
your policy $50.
Life happens.
It is okay to waive a fee for
emergencies like illness or accidents or whatever else
(05:51):
you deem an emergency, but be really clear
on the front end what that is.
Lastly, when a no-show occurs, approach it
with curiosity in the next session.
Explore if there's a therapeutic issue behind the
missed appointment, but always come from a space
of support and not a space of judgment.
So having a clear no-show policy and
sticking to it is a really important part
(06:13):
of running your practice.
It protects your time, it models healthy boundaries,
and it ensures fairness for all your clients.
Today's free worksheet is policies to consider in
your practice.
You can DM me the word sheets to
get this week's worksheet and access to the
previous ones in the series.
If you need help building your practice, I've
got you covered there.
I will take you step by step exactly
(06:34):
how to build a practice that is not
only full but also feels sustainable.
You can get that if you send me
the word party.
I will send you a link and I
will send you a coupon you won't even
need because you can afford it at its
full price.
All right, y'all, I hope you have
a really great day and I'll talk to
you later.
If you're ready for a much easier practice,
(06:55):
TherapyNotes is the way to go.
Go to therapynotes.com and use the promo
code ABUNDANT for two months free.
I hope that helped.
If you have questions for Ask Allison or
you want to get your hands on the
worksheet for this episode, go to abundancepracticebuilding.com
slash links.
(07:16):
If you're listening, you probably need some support
building your practice.
If you're a super newbie, grab our free
checklist using the link in the show notes.
I'd love for you to follow, rate, and
review, but I really want you to share
this episode with a therapist friend.
Let's help all our colleagues build what they
want.
(Transcribed by TurboScribe.ai. Go Unlimited to remove this message.) Welcome to Ask Allison.
Y'all ask the questions about having a
fun and thriving practice and I answer them.
We have a worksheet for you today so
you can bring this answer into your life.
You can access that at abundancepracticebuilding.com slash
links where you'll also be able to ask
any questions you have for Ask Allison.
(00:25):
If you want more support, we've got some
free trainings in there too.
If you can't get enough Ask Allison, check
out our YouTube channel for our entire Ask
Allison library.
Welcome back to Ask Allison.
Here is today's question.
How can I create and confidently enforce a
no-show and late cancellation policy that balances
clear boundaries with compassion for my clients?
(00:47):
This is a juicy one, right?
This is like a place where a lot
of therapists will get into arguments on Facebook
groups.
Before I dive in, I want to thank
Therapy Notes for sponsoring Ask Allison.
I've talked about them for years.
I know they're features by heart.
You probably do too, but here's what really
sets them apart.
First, they genuinely care about your experience.
It's not just about troubleshooting.
(01:08):
They actively implement user-suggested experiences like therapy
search, secure messaging, clinical outcome tracking, real-time
insurance checks, and a smooth super bill process.
Everyone at Therapy Notes believes in the product
and wants you to love it too.
Plus, they're independently owned, which means no venture
capital and no pressure to prioritize investors over
(01:30):
customers.
This independence allows them to keep prices fair,
to focus on innovation, and to prioritize customer
experience.
With over 100,000 therapists already on board,
they've proven you don't have to compromise success
for quality.
If you're ready to see for yourself, try
Therapy Notes free for two months with the
code ABUNDANT at therapynotes.com.
All right, so whether you're unsure about your
(01:53):
policy, what it should be, or you're struggling
to enforce it, I am here to help
and we're going to break it down into
two parts, deciding on the policy and then
following through with it.
So what should your policy be?
If you are not sure what your no
-show or late cancellation policy should look like,
here are some key points to consider.
First, treat your practice like a business.
(02:13):
Write your policy as if your practice is
full.
Picture clients wanting to see you, but they're
unable to get an appointment because of last
-minute cancellations.
Your policy should reflect the value of your
time and your availability.
Next, I want you to avoid punishment and
focus on boundaries.
A no-show policy isn't about punishing clients,
(02:34):
it's about setting and maintaining boundaries.
I want you to make it clear, I
want you to make it firm, and I
want you to make it compassionate.
I want to also reiterate that as therapists,
it is our job to model boundary setting
and boundary maintenance.
So keep that in mind when we're talking
about this.
I also want you to script your policy.
(02:56):
So it's going to be in your informed
consent, it's going to be in your financial
agreement, it's going to be in the paperwork
that our clients don't usually read.
So I want you to have this script
that you can do for the very first
session.
I want you to use the script in
your first session.
If you need to cancel a session, please
do so at least blank number of hours
(03:17):
in advance.
Blank could be 24, 48, 72, you tell
me.
If you cancel within 24 hours or you
don't show up, you're going to be charged
the full session fee of, insert your fee
here.
If I can fill your spot, I won't
charge you.
I'll use the card I have on file
to process the fee at the time of
the missed session.
Do you have any questions about this policy?
(03:40):
Most clients do not have questions about this
policy, but if they do, reiterate that this
policy ensures fairness for everyone who wants access
to your services.
I also put in there as a mom
of a kid who is often sick and
as somebody who has an auto immune disorder,
I will often say if you are sick
or if your kid is sick, I do
not charge you, but I do ask that
you communicate with me as soon as you
(04:01):
can.
That doesn't work for everybody.
I want you to think about your policy
and what works for you in your sessions
and your clients in your business.
All right, let's talk about how to enforce
it, which is actually the harder part.
First, I want you to clearly communicate upfront,
right?
That first session, it is the best way
to avoid awkwardness by talking about it in
(04:24):
that first session.
Sneaking it into the fine print of your
informed consent and avoiding the conversation might seem
easier in the moment, but it's going lead
to confusion, it's going to lead to mistrust,
and you're going to have clients leave because
the first time you charge them, which you're
going to because you're going to hold your
boundaries, if they didn't know you were going
to do that because you didn't verbally communicate
it, they just signed all the paperwork, they're
(04:45):
going to leave because you've kind of done
them dirty.
Next, I want you to model boundaries.
As therapists, we help clients set healthy boundaries,
right?
Enforcing your own is an opportunity to model
the skill.
If you set a policy, it is your
responsibility to follow through.
It messes up your clients when you don't
follow through on your boundaries.
(05:07):
Next, I want you to expect discomfort.
Charging for a no-show or late cancellation
can feel uncomfortable sometimes, but you can handle
it.
You have dealt with much worse.
So remember, it is not about being punitive,
it's about maintaining professional boundaries and ensuring fairness.
Let's talk about exceptions because those are going
to come up.
Inconsistency holding the policy could be a problem
(05:29):
from an ethics standpoint, so I'll say that
it is really important to set policies you'll
actually hold.
If you know you're not going to charge
the full fee, you just know you're not,
maybe you could do $50, but you're not
going to charge the full fee, then make
your policy $50.
Life happens.
It is okay to waive a fee for
emergencies like illness or accidents or whatever else
(05:51):
you deem an emergency, but be really clear
on the front end what that is.
Lastly, when a no-show occurs, approach it
with curiosity in the next session.
Explore if there's a therapeutic issue behind the
missed appointment, but always come from a space
of support and not a space of judgment.
So having a clear no-show policy and
sticking to it is a really important part
(06:13):
of running your practice.
It protects your time, it models healthy boundaries,
and it ensures fairness for all your clients.
Today's free worksheet is policies to consider in
your practice.
You can DM me the word sheets to
get this week's worksheet and access to the
previous ones in the series.
If you need help building your practice, I've
got you covered there.
I will take you step by step exactly
(06:34):
how to build a practice that is not
only full but also feels sustainable.
You can get that if you send me
the word party.
I will send you a link and I
will send you a coupon you won't even
need because you can afford it at its
full price.
All right, y'all, I hope you have
a really great day and I'll talk to
you later.
If you're ready for a much easier practice,
(06:55):
TherapyNotes is the way to go.
Go to therapynotes.com and use the promo
code ABUNDANT for two months free.
I hope that helped.
If you have questions for Ask Allison or
you want to get your hands on the
worksheet for this episode, go to abundancepracticebuilding.com
slash links.
(07:16):
If you're listening, you probably need some support
building your practice.
If you're a super newbie, grab our free
checklist using the link in the show notes.
I'd love for you to follow, rate, and
review, but I really want you to share
this episode with a therapist friend.
Let's help all our colleagues build what they
want.
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