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Guide · As the provider
How to handle a client who cancels at the last minute
Last-minute cancellations cost you money. Here’s how to handle them firmly and kindly.
Have a clear policy
Put your cancellation policy in writing when clients book.
What you might want to sayPls don’t cancel last minute, thx.
Porcupine · A clear, doable request“Pls don’t cancel last minute” is a hope. Half the fee within 24 hours is a rule they can plan around.
What might land betterCancellations within 24 hours are charged half the fee. Thanks for understanding.
Assume good intent the first time
Emergencies happen. A first late cancellation can be a reminder, not a charge.
Check before assuming ›What you might want to sayTypical.
Porcupine · Actions, not motives“Typical” assumes the worst. “I hope everything’s okay” leaves room for a real emergency.
What might land betterI hope everything’s okay.
Remind them of the policy
Warm and clear, with the policy stated plainly.
Honest and hearable ›What you might want to saySeriously? That’s the third time. You know I lose money when you do this.
Porcupine · The behavior, not the person“Seriously?” and “you know I lose money” are frustration aimed at them. A warm reminder of the policy, and waiving it this once, keeps it fair.
What might land betterI hope everything’s okay. Just a reminder that cancellations within 24 hours are charged half the fee. I’ll waive it this time.
Say how it affects you
Saying what it costs you shows the policy isn’t personal.
Describe, don’t diagnose ›What you might want to sayIt’s so rude.
Porcupine · Explain the impact“So rude” is about them. A slot you can’t fill is what it costs you.
What might land betterA late cancellation leaves a slot I can’t fill.
Apply it consistently
The same policy for every client is fairer, and easier to stand behind.
Make it easy to rebook
Offer a couple of times, so they can get back on your calendar.
Us against the problem ›What you might want to sayLet me know if you ever want to try again.
Porcupine · A clear, doable request“If you ever want to try again” sounds cool. “Thursday at 2 or Friday at 10?” is one yes away from rebooked.
What might land betterWould Thursday at 2 or Friday at 10 work?
If it keeps happening
Say plainly what will change, like a deposit to book. It’s okay to ask for one.
Honest and hearable ›
The common mistake
Letting it slide, then resenting it
Waiving every late cancellation can feel kind, until you’re quietly angry at a client who doesn’t know there’s a problem. State the policy, apply it, and you won’t need to stew.
Honest and hearable ›If it doesn’t go the way you hoped
What they might say, and what you could say back.
If they sayI didn’t know about the policy.
You could sayI understand. It’s in the booking confirmation, and I’ll waive it this once.
If they sayThat’s ridiculous. I’m not paying that.
You could sayI understand you’re frustrated. The policy is the same for every client. I’m happy to talk it through.
If they saySomething came up.
You could sayI hope everything’s okay. When you’re ready, I have Thursday or Friday open.
Putting it together
The whole message, before and after.
What you might want to saySeriously? That’s the third time. You know I lose money when you do this.
Porcupine · Validate the feelingCare first, the policy plainly, the reason behind it and two times to rebook. It’s firm on the fee and warm to the person.
What might land betterI hope everything’s okay. Just a reminder that cancellations within 24 hours are charged half the fee, since a late cancellation leaves a slot I can’t fill. Would Thursday at 2 or Friday at 10 work to rebook?
Run a Quills Check on yours
Write what you want to say, however it comes out. I’ll show you if the quills are up, and a version with them down.
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Common questions
Should I charge the fee the first time?
That’s up to you. Many providers waive it once, with a reminder, and charge after that.
What if they have a real emergency?
Use your judgment. Waiving the fee for a true emergency can build goodwill, and doesn’t change your policy.
How do I add a deposit?
Tell clients ahead of time, with the amount and how it works. Apply it to new bookings, not ones already made.
Know someone this would help?
Send them this guide. The link shows its title and one of its examples.
Find the words with Porcupine
PorcupineIf it keeps happening, I’ll remember what you’ve said and help you hold to your policy, kindly.
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Guides are general information, not legal, financial or professional advice. If you’re afraid of how someone might react, put your safety first and talk to someone you trust (Safety first).