263 | Clear Policies + Systems = Happy Clients: Managing Cancellations, No-Shows, and Expectations

Episode summary

In this episode of the Play Therapy Podcast, I answer a fantastic question from Tess in Illinois about balancing boundaries and customer service in private practice. As child-centered play therapists, we want to provide an exceptional experience for families while also maintaining clear policies that support our work. I discuss how policies and systems creates clarity and prevents future conflicts.

I also share insights on how to deliver customer service excellence while holding strong boundaries, ensuring that parents understand expectations from the very first interaction. From scripting communication to implementing a fair, yet firm, approach to cancellations and no-shows, this episode provides practical strategies for running a smooth and professional private practice. Whether you're new to practice ownership or refining your policies, this episode will help you feel confident in your approach.