The Prodigal Client

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With new clients I try to make the induction process as easy and risk free as possible. I do not charge for consultations and I only invoice after the first session.

This is designed to make sure people are happy with what they are getting themselves into and do not feel pressured into something of which they are unsure about. It works very well and most people respect the way I do it….most of the time.

Then I get days like yesterday. I scheduled in a Sunday afternoon appointment with somebody that preferred to see me at a weekend. I realize that I have to be flexible with clients and do not mind doing this on occasions to help out.

As usual I called to confirm the day before a new appointment and the lady said she would be here as agreed. By the due time of 1.00pm I was prepped up and ready to go but with no client. I give a 15 or 20 minute leeway for first appointments as people need to find me and sometimes it is difficult knowing exactly how long it will take you to get somewhere the first time.

By 1.20pm I was a little edgy and tried to call her but was put straight through to voice mail. I called he home number but it was busy. Ok I thought, maybe she is lost and calling home for help, that’s not a problem, after all, I had nobody else booked in and was only going to spend the rest of the afternoon chilling with my wife.

At 1.45pm I finally managed to get to speak to her husband who explained she was out and that I may get her on her cell now. I tried again and it rang this time but no answer and eventually went to voice mail. I left a message and almost immediately she called me back. When I answered and said my name the phone clicked off.

So I tried again and got voice mail. By 2.00pm I realized that she wasn’t coming and started to rearrange my plans. I sent an e-mail saying I was sorry we had not got to meet and also left another voice mail message asking her to let me know things were ok.

I have heard nothing since.

I have no I idea why this lady failed to show up or why she didn’t respond to my calls. She may have had a terrible day, some bad news, a huge row with her husband or simply be feeling overwhelmed.

Or she may simply be ignorant and not value anybody else’s time but her own. I don’t want to jump to conclusions, I want there to be a logical reason that prevented her from calling me and advising there was a problem and I could say ‘no problem, I understand’ but as time has gone on I am less inclined to believe that.

For an hour or so I stewed and started to think that I need to change my induction process and insist that people mail me a check prior to us setting up a life coaching session.

Then I thought a bit more and realized that this is only the second time that this has ever happened and it’s really no big deal in the great scheme of things.

When we deal with people we are always going to have small disappointments from time to time and this is simply one of those.