HANDLING CANCELLATIONS & NO-SHOWS GRACEFULLY
SCRIPTS & POLICIES THAT SET RESPECTFUL BOUNDARIES.
Did you know that most service-based professionals lose thousands a year from no-shows and last-minute cancellations—and never track it?
Here’s the kicker: they don’t just lose income. They lose time. Momentum. Energy. Trust.
And if you’re a coach, you know this sting well. You carve out the time. Prep mentally. Maybe even turn down another opportunity… only to stare at a blank Zoom screen. Again. So let’s talk about it—candidly, and with compassion. Because the truth is: setting boundaries around cancellations isn’t about being rigid. It’s about being respected.
And when your policies are clear, kind, and consistent, your clients won’t just show up more often… they’ll respect the container of your coaching even more.
Why You Need a Policy (Even If You Think You Don’t)
First, a quick mindset shift. Your cancellation policy isn’t a punishment. It’s a shared agreement. One that honors both your time and theirs. Without one? You end up winging it. Making one exception here, another one there. Before you know it, you're resenting your own generosity and questioning your professionalism. That energy? Your clients can feel it. So let’s build a policy that feels firm but fair—and that you actually feel good enforcing.
The Essentials of a Great Cancellation Policy
Keep it short, clear, and easy to find (your welcome packet, scheduler, and contract are all great homes for this). Here’s a basic format:
Cancellation Policy: I honor your time and mine. Please cancel or reschedule at least 24 hours in advance. Sessions cancelled within 24 hours will be considered used. No-shows will not be rescheduled.
Now, depending on your model, you can adjust that 24-hour window or allow one “free pass” per quarter. The key is consistency. Don’t write rules you’re not willing to follow.
Scripts for Setting Boundaries—Without the Awkwardness
Let’s be honest. The first time you enforce your policy can feel really uncomfortable.
You might hear the voice in your head: “What if they’re offended?” “What if they leave?” But here’s the truth: a client who disappears without warning isn’t valuing the space. And you’re allowed to protect that space.
Here are some gentle but direct scripts you can adapt:
When they cancel last-minute:
“Thanks for letting me know. As a reminder, sessions cancelled within 24 hours are considered used per our agreement. Let me know if you'd like to book a new time next week.”
When they no-show:
“Hey! Just following up. I waited for our session today, but I didn’t hear from you. I hope all is well. Per our policy, missed sessions are not rescheduled, but I'm happy to send over a new link if you’d like to book another time.”
When it becomes a pattern:
“I wanted to check in. I’ve noticed a few last-minute changes and missed sessions. I totally understand that life happens—but part of our coaching work is showing up for the commitments we’ve made to ourselves. I’m here to support that.”
A Few Grace Notes
Offer clarity upfront. The first session is the best time to walk clients through your policy—in your voice, not just legalese.
Lead with empathy, not apologies. You’re not being “mean” for having a boundary. You’re modeling self-respect. That’s leadership.
Use tech to help. Tools like Calendly, Practice, or Acuity can automate reminders, prevent last-minute bookings, and reinforce your policy automatically.
In the end, coaching is about trust. And trust goes both ways. When you honor your time, you’re showing your clients how to honor theirs, too. And that’s not just good business—it’s good coaching.