when a client cancels...twice!

PostDoula · 03-08-2007, 10:33 PM

Okay, after 4 years of Postpartum Doula work, this is a first for me.....
A client contacted me 2 mos. postpartum. She had just been hospitalized for Postpartum Depression/Anxiety & had a high need baby. I did a few days over a couple weeks and she and the baby were doing a lot better.
Then things got a little strange. I called her 3 times before she got back to me about which days/time she wanted the following week. Then, the night before, she e-mailed to cancel, but said she wanted to schedule for a Thursday. Thursday morning I got a message from her stating that her child was sick and she had to cancel.
Now, I know that a lot Postpartum moms have a tough time scheduling, and I always try to keep this in mind. I gave her additional latitude because of her emotional state and everything she had been through...But that second time was ROUGH.
Anyway, aside from general griping about an unpleasant situation, I'm wondering what your cancellation policies are....I've never used a contract, but now I'm thinking I should protect myself better in the future.
What are your cancellation policies or clauses in your contract?
Thanks!

tlcdoula · 03-08-2007, 11:12 PM

My contract states that they need to contract for the days and times they would like me there and pay for the service the Friday before care is given. I have always had great success with this until this past week when I didn't sign a contract and guess what happened? They had me come Thursday and Friday and told me they would call on Saturday to schedule for the following week and I never heard back from them. I was so totally kicking myself for not having them sign a contract because I cleared my schedule for them.

ctowndoula · 03-08-2007, 11:48 PM

Yup!
Pay a week in advance. I will reschedule if possible and if given at least one weeks notice (oh, course I can make exceptions when I want like if there was a hospitalization or something). I explain that I am clearing my schedule for them and that I have to arrange childcare and haven't had anyone complain yet. Of course, ppdoula are in high demand here.

Amydoula · 03-09-2007, 01:06 PM

Ok guys since I've gotten BURNED this week I'm very interested in how you word your contracts. One of my clients had flu so I missed three days b/c of that and one client had in-laws come so I missed a day b/c of that. I guess it is just a lot of "not needing" me this week and I lost over $300 on it so I need to do the prepay thing I think. I've never lost out on this much money before so it hadn't been an issue but now it is!
Questions: Do you ever make exceptions to having them not pay? If so what are they and how do I phrase it? I still also want to word it that if I have an emergency, funeral or my son/I get sick they will get full credit for the next day worked b/c I don't want them penalized when I can't be there. I also am at the point now where *I* don't want to get taken advantage of when they don't "need" me.

In my other contract I had it worded, 3 hour deposit, and that they sign up for blank days per week for blank weeks, but I don't think it is specific enough now that I've had this issue this week.

Thank you for any and all help....I'm just having a grrrr kind of day.....

betterbirths · 03-09-2007, 02:51 PM

I think that our time is very valuable to ourselves our clients and our families. A contract should always be used to make sure all parties involved have a clear understanding of what is expected. I bought Doula office and the PP Doula office by Perinatal Education Associates, Inc. They both have about 150 pages of forms to print and use. Well worth the money I paid for them..If anything, it could give you an idea about how to create a contract for yourself.

Good Luck

PostDoula · 03-09-2007, 03:24 PM

After this experience, I've decided that I will begin requiring deposits. If they cancel, I can at least recoupe enough to cover one day.
while the Pre-pay makes perfect sense, I prefer to get paid after I do the work. I feel some of my clients would underestimate their needs if they had to pay in advance....But, I won't rule it out for the future. I don't want to be overly-reactionary to this one bad incident. I've had so many positive experiences with truly kind people who deeply appreciated my time and efforts. Unfortunately, some people only value our time if they are adequately BILLED for it!
I also have the PP Doula office--it is a great resource. I've just never needed to utilize a contract until now

HANG IN THERE AMY

Hopefully you will make up the time in other ways.

sacredma · 03-09-2007, 10:04 PM

i have a $125 non refundable deposit, so if for some reason, and it has happened, they dont use me, i dont lose.

ctowndoula · 03-10-2007, 02:06 AM

Quote:

Originally Posted by betterbirths

I bought Doula office and the PP Doula office by Perinatal Education Associates, Inc. They both have about 150 pages of forms to print and use. Well worth the money I paid for them..I copied the contract for Postpartum Doula Services and posted it below if anything, it could give you an idea about how to create a contract for yourself.

I added emphasis to what you said, b/c I don't think that Connie would be thrilled to see her copyright posted on a bb. I do think it was very sweet of you though to share the contract you use.

Amydoula · 03-10-2007, 08:52 AM

Still curious about the wording of the contracts that are prepay. I do require a deposit and I do use postpartum doula office, thx though

tlcdoula · 03-10-2007, 06:31 PM

Amy - if you send me a pm with your e-mail address I will e-mail you a copy of mine the next time I am at my office (probably won't be until next Friday though

)

AussieDoula · 03-10-2007, 07:32 PM

Quote:

Originally Posted by betterbirths

I think that our time is very valuable to ourselves our clients and our families. A contract should always be used to make sure all parties involved have a clear understanding of what is expected. I bought Doula office and the PP Doula office by Perinatal Education Associates, Inc. They both have about 150 pages of forms to print and use. Well worth the money I paid for them..I copied the contract for Postpartum Doula Services and posted it below if anything, it could give you an idea about how to create a contract for yourself.

Good Luck

Oops! I know you probably meant well, but the reproduction of anything without permission by it's owner/author is against copyright laws.

Even things like emails and blogs are protected by copyrights.

Quote:

Originally Posted by ctowndoula

I added emphasis to what you said, b/c I don't think that Connie would be thrilled to see her copyright posted on a bb. I do think it was very sweet of you though to share the contract you use.