Just got this email from a past client and thought I’d post my answers to her great questions about client billing and how to handle client reschedules and cancellations.
“Michelle – I have been reviewing my CAGR course materials as a refresher, and realize just how AWESOME that stuff is! I thought I “got” it the first time around, but realize it takes time to really integrate the ideas into my mind & biz. (For ex., just realizing that I’ve been losing my compass re: what to publish in my ezine & blog b/c I hadn’t clearly articulated my How. Now that I have taken time to do that, I’m on track again. whoo-hoo!)
Can you help me with a few admin questions?”
QUESTION: How do I get clients on a monthly schedule? (right now I bill them after their 3- or 4-session cycles & I’d like to bill all at once, on same day so I can predict my monthly income)
ANSWER: I recommend you do all of your billing on the first of the month for that month’s coaching. When you start with a client in the middle of the month, pro-rate the fee for that month based on the number of sessions they are getting and then begin the monthly billing on the first.
I use my shopping cart system and have all of my clients on recurring billing. Once you get it up and running it is a very easy and efficient way to handle client billing.
QUESTION: How can I handle reschedules and cancellations so I don’t lose money?
ANSWER: Another great question. It sounds like you are coaching your clients 3-4 times per month. This is part of the problem. It can be a challenge to consistently schedule 4 sessions/month. Especially if you or the client does a lot of travel. Fix it by changing your coaching packages and offering 2 or 3 x/month packages. And this doesn’t mean you have to reduce your fees either! Often having more time off between sessions makes clients more hungry and ready for your coaching.
Also, make sure you clearly explain your cancellation/reschedule policy both in writing and verbally at the start of the coaching relationship. A big part is your professionalism. Here’s the language I use. This is from my Policies & Procedures document that all clients get at the start of the coaching engagement.
Changes/Cancellations
I request that you make our scheduled coaching calls a priority. On the rare occasion when you need to reschedule please let me know at least 48 hours in advance. Except in the case of an emergency, you will be charged for last minute cancellations or missed calls.
Hope this helps and if you have ideas or thoughts on these topics please leave a comment!
“My coaching business did not exist before I joined the Coach & Grow R.I.C.H. program! What I really like about the system is that it helped me to learn how to structure my consultation calls so that I attract clients rather than try to push my service on them and also, to work around the money objection. Despite the fact that my coaching business is new; with the help of the system I have already secured several clients and scheduled more consultation sessions. It changes the focus when I concentrate on consultation calls, and it takes a lot of the pressure off. Michelle’s Coach & Grow R.I.C.H. program has truly helped me with gaining more self-confidence and I am so happy that I have already secured new clients after just a few consultations! Thank you Michelle!!!”
“My coaching business was essentially just an idea before I learned the Coach & Grow RICH system.
“My coaching business before the Coach & Grow R.I.C.H. system wasn’t really working, especially with my approach to services. I didn’t have a clear strategy on marketing, packaging and pricing my services. The materials helped me to narrow my business focus and my target market. I feel more confident talking about my business and working with others now. The Packaging and Pricing module and the Client Consultation components really helped a great deal. It also gave me the confidence to charge more for individual coaching and to create some lower-priced/ shorter-term coaching products.