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Policy — Late or missed session (associate) — immediate response

Audience: Associates
Goal: Protect client trust and reduce drop-off when something goes wrong.

Principle

If you, the associate are substantially late to a session or you miss a session, you must respond to your client right away — ideally within minutes, not hours.

If you expect you will be late

If you believe you will be more than a few minutes late:

  1. Message the client immediately (use the contact details in Jane; keep it simple).
  2. Notify admin immediately so the clinic can support the client experience.
  3. When you connect: apologize, confirm the plan, and offer a reschedule if needed.

Suggested client message:

“Hi [First name] — I’m running behind and expect to be about [X] minutes late today. I’m sorry for the delay. Are you able to wait, or would you prefer to reschedule?”

If you missed the session (no-show)

  1. Notify admin immediately (as soon as you realize).
  2. Contact the client immediately with an apology and a clear next step (reschedule).
  3. Confirm the outcome to admin (rescheduled / unable to reach / other).

Suggested client message:

“Hi [First name] — I’m very sorry, I missed our appointment time today. I understand this is disruptive. I’d like to offer you priority to reschedule — would you like me to find a new time for you?”

If the client is late

If the client is more than 10 minutes late

  1. Please text and/or call the client (using the contact details in Jane).
  2. You can also email the client.

Suggested message (text/email):

“Hi [First name] — just checking in. We were scheduled for [time]. Are you still able to make it today?”

If the client has not arrived after 20 minutes

If the client does not arrive after 20 minutes, you can send a message letting them know you will be stepping away from the screen/office.

Suggested message (email/text):

“Hi [First name] — I’m going to step away from the screen/office for now since it’s been 20 minutes past our start time. If you’re still able to meet today, please reply and let me know what time you’ll be ready. Otherwise, we can reschedule.”

Clinic suggestion (not a requirement): offer a make-up session at your expense

If you miss a session with a client and it was your responsibility alone (not the responsibility of clinic administration and not the client’s responsibility), the clinic suggestion is:

  • Please consider offering the client an additional session, rescheduled at their convenience, without charge to the client and without charge to the clinic administration (i.e., at your own expense).

This is not a requirement, but it is often fair and protective of the relationship. The chances of losing the client may be high if no repair is offered, and the clinic also expects clients to pay for sessions when adequate cancellation notice is not provided.

Admin support

  • Admin may also reach out to the client to support the relationship and reduce confusion.
  • You still own the “minutes not hours” response expectation.