Tips for Hypnotherapists: How to handle client Ghosting or non-response.

Ghosting seems to be the ‘new word’ for a non-response!

 

With so many ways of communicating now, it is easy to ghost someone. You can see who is calling on your phone before you answer, and the same is true for email, text, or WhatsApp.

 

Also, our busy lifestyle makes it easy to overlook replying to someone.

 

When you start your career as a hypnotherapist, it is easy to take a non-response or a no-show personally.

 

One of the things that I have learnt over the years is that in the service industry, for some reason, clients seem to think that it is acceptable to cancel at the last minute or not show up for their appointments.  It is as if people forget that this is our livelihood.

 

The important thing is not to take it personally.  It happens to hairdressers, beauticians, chiropractors, and even mechanics—all in the service industry.

 

I was chatting with my Personal trainer the other week. He said that a dentist cancelled his training with him on the day of his training session. What happened to 24 hours’ notice? If we don’t show up for our appointments at the dentist, we get charged.  Strange that!

 

Shelley from Worthing

 

Shelley came to see me for hair pulling and when she had completed the client confidential form.  I noticed that she had travelled all the way from Worthing to Portsmouth.  I looked at where she had heard about me and she had put on the internet.

 

I thought it was strange to travel so far to see me.  I asked her why surely there were hypnotherapists nearer to her?

 

She told me that she had emailed 12 hypnotherapists, and I was the furthest and dearest hypnotherapist!

 

She chose me because out of the 12 hypnotherapists she had emailed, only 8 of us took the time to reply.  The other 7 emailed her and said yes, they could help and how much they would charge her.

 

In my email, I detail how I work and how hypnotherapy works, and I give a guide on how many sessions she should budget for.

 

Shelley said I had taken the time to reply, letting her know in full how hypnotherapy could help her, which is why she chose to see me.

 

I always send full details of how hypnotherapy can help.  Not simply how much I charge.  I do have a formula that I base my sessions around, which enables me to give detailed enquiries.

 

No Reply to emails – Ghosting

 

People have busy lives, and so do we I just accept that maybe the timing is not right. Or they may have found a different therapist.

 

I tend not to chase emails, and on many occasions, sometimes as long as a year later, the client books in. They may have saved up for therapy or even spent a long time thinking about booking.

 

I always remember not to take it personally. Therapy is a very personal thing, and clients need to be sure that they are ready for change. I admire every client who walks through my door because they are giving something up. They have usually been living with their problem for many years, and it is part of them. They have no idea how they are going to live without their problem.

 

Last-minute cancellations or no-shows

 

This is an easy one. You can take a deposit upfront. If they have paid upfront, you will have fewer no-shows.

 

Again, you can have a cancellation policy in place.

 

However, I take the hit because it does not happen very often. I am not going to say never because there are times when a client does not show up.

 

I wait 10 minutes, and then I call the client if they have not arrived for their appointment to see if they are okay and if it goes to their answer phone.  I leave a very polite message saying that I hope they are okay and have just forgotten our appointment and I hope all is well.

 

A message like that makes me feel like I have done something that makes me feel good, and I have also noticed that they have not contacted me! Also, on some occasions, the client answers the phone.  When this happens, I know that they have forgotten our appointment.  They are so apologetic and usually reschedule.  I don’t charge them if this happens.  But that is entirely up to you if you choose to charge them.  I do charge if it has happened before, though.

 

Keep marketing and focus on clients that do want to change.  Remember, building a business takes time and constant effort.

 

Key points:

 

• Don’t take it personally.
• Reply to emails with how you can help. Explain hypnotherapy and give an idea of how many sessions to budget for.
• Have a cancellation policy.

Above all, KEEP MARKETING! Take action.  Hypnotherapy is an amazing career.  I love it.