Enforce scheduling policies. When parents call to cancel at the last minute, employ a pleasant script emphasizing that they need to rethink cancelling the appointment. People are busy, but they can be encouraged to reprioritize. Let last-minute cancellation callers know that the time has been reserved for their child and that there is a fee for a cancelled appointment with less than 24 hours’ notice. You may waive this fee for a first infraction but the point is still made.

Management Monday: Download a free excerpt from Dr. Levin’s book Power Cell Scheduling. Go here and click on the “Read an Excerpt” button.