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5 Ways to Reduce Client Cancellations by Maria Gracia You've finally landed a new organizing project. You met with your prospect, conducted an initial consultation and scheduled the first paid session. To your surprise and dismay before the first session, the prospect calls and cancels. Project cancellations are going to happen from time to time, and some cannot be avoided. But, if this begins to happen regularly, try following these 5 cancellation reducing solutions. 1. GET A DEPOSIT. When you meet with a prospect for your initial consultation, if the person agrees to the organizing job, ask for a deposit on the job before you leave. This can be a percentage of the full project cost, or can be a flat fee, such as $100. If you receive cash, give the person a 'paid' receipt and deduct that amount from the rest of your invoice. If you receive a check, deposit it in your bank account immediately, because it will take a few days to clear. A deposit will deter most people from cancelling. If they already took this first step, there's less of a chance that they will turn back. 2. SCHEDULE SOONER, RATHER THAN LATER. Try to schedule your first paid session with a customer, as close as possible to your initial consultation. For instance, if you meet with someone on the first of the month, try to schedule your first paid session for the 5th of the month, or the 8th of the month. Don't schedule weeks or months in advance. The longer the person has to think about the session, the more chance there is of this person changing his or her mind. 3. DON'T MAKE THE SESSION DEPENDENT ON THE CUSTOMER DOING SOMETHING. If you ask your customer to do something before your paid session, such as purchase organizing supplies, there's a good chance that your customer will procrastinate and not order the supplies in time for your paid session--thus requiring a cancellation. When you meet with people during your initial consultation, once they say they want to go ahead with the job, immediately determine what supplies they will need. Then, while you're standing there, using a catalog order the supplies right there and then, and have them delivered to your client's home. Or, collect payment for supplies from your client, and pick up the supplies in time for your first session yourself. 4. HAVE A CANCELLATION CLAUSE. Once you secure an organizing job, you should have the person sign a simple, one-page, agreement. Be sure that your agreement includes a 'cancellation clause' that deters people from cancelling a job at the last minute. Perhaps they might lose their deposit if they cancel in less than 48 hours. Of course, some cancellations will be due to emergencies, and you'll have to use your best judgement. But just having the clause listed on your agreement, and reading the clause to your customers during your initial consultation, will deter the number of cancellations. 5. GIVE THE PERSON A GOOD REASON 'NOT' TO CANCEL. It's important for you to motivate customers about your first pending organizing session, and to give them a reason to be excited about it. Give them a pep talk. Send them a letter telling them how wonderful they're going to feel when the session is complete. Send them a motivational, hand-written card. Send them a small, inexpensive but thoughtful, gift as a thank you for signing up for your services. The more excited they are, the less reason they'll have to cancel. Click to Return to Article Index 
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