When rebooking a client, avoid asking if they want to rebook. We assume that the practitioner requires follow-up unless told otherwise.
❌ Avoid phrases like:
“You’re not booked in again — do you want to book another appointment?”
“What day works for you?”
“We have Monday at 2, Tuesday at 10, or Wednesday at 4 — which suits?”
These make the booking feel optional or put too much decision-making on the client.
✅ Instead, confidently guide the conversation:
“Let’s get you booked in for next week — how does Tuesday at 2:00pm work?”
“Your EP would like to see you again in a week. We have Thursday at 10:30am available — does that suit?”
Important:
The Exercise Physiologist may already have discussed a timeframe with the client. If so, the client or EP will let you know at the desk.
If unsure, check the EP’s notes or ask them directly via Slack or in person.
When a client calls to cancel or reschedule within 24 hours of their appointment:
⚠️ Reminder: We have a 24-hour cancellation policy with a 100% fee.
We may waive this if they rebook for another time within the same week.
Step-by-step approach:
Try to rebook within the same week:
“We can move your appointment to another time this week to avoid the cancellation fee — would Thursday morning or Friday afternoon suit better?”
If they decline the first options, gently mention the policy:
“As we have a 24-hour cancellation policy, we’d normally charge the full appointment fee. But if we’re able to rebook you this week, we’re happy to waive that.”
If their EP is fully booked or unavailable:
Offer another EP if appropriate:
“Your practitioner is fully booked, but we do have an opening with [Other EP] on Thursday. They can touch base with your usual EP beforehand — they often work together. Would that work for you?”
Blocked (grey) times in the EP calendar:
These may be flexible, but always confirm with the EP first before booking a client into a grey slot.