There are really four aspects to running a successful business.  And you have to be strong in each area, or have someone working with you who is, in order to make it work.

Care to guess what they are?

Well, you have to be good at what you do and provide real value to your clients.  That's first and foremost.

Of course, if you aren't able to market your services effectively, you won't be in business for long, no matter how good you are at your job.  That's number two.

Then there's the ability to manage the financial side of the business.  Income has to exceed outgo by enough to make the effort worth it.  And you have to keep track of the flows and make smart decisions along the way.

Finally, you have to handle the day-to-day operations of the business, so that everything runs smoothly.

We talk all the time about how to provide value and how to market yourself.  But what if the internal operations aren't smooth?  It can lead to frustration, fatigue and conflict, which affects how well you provide your service.

Bottom line:  There's what you do.  And then there's what you have to do in order to be able to do what you do.  And you have to get that right.

This stuff isn't jazzy.  It isn't glamorous.  It isn't inspirational.  It's the "blocking and tackling" of running a business, to use a football metaphor, but ya gotta do it.

A big part of attending to these operational fundamentals is creating policies that work for you and the client.  It's about setting expectations and establishing boundaries, so that the relationship is workable and professional.

So, what am I talking about exactly?

Well, for starters, you need to have: 

• A cancellation policy
• A no-show policy
• A policy for handling make-up sessions for those who've missed their appointments
• A clear understanding established as to the length of session and what happens if the client is late
• Your payment plan options clearly spelled out, including any return or guarantee programs you have
• Clients aware of the hours you're available ... or your actual business hours if you have a walk-in location ... and how to book an appointment with you
• An understanding of your availability in between appointments
• A clear referral policy

For the sake of simplicity, these policies and more can be wrapped up in your basic "client contract," which all of you in private practice should have.

So, why do so many people not establish these policies and get clear with their clients on these basics from the very beginning?  Or if they do, why do so many let them slip?

Well, here's my sense of it.  I think sometimes business owners don't establish or hold to policies because they're afraid they'll appear too rigid and they don't want to put anyone off.  They may also simply have trouble with establishing boundaries around what's acceptable behavior and what isn't.  Those aren't exactly easy conversations to have, but they're critical.

After all, what's our natural tendency as humans when we aren't sure where the boundaries are?

We want to push them.  And the natural tendency of the provider is not to object too much.  That can lead to feeling as if you've been taken advantage of, which leads to resentment.  Can't have that.

Just like with kids, it's better for them and better for you if they know the rules and they understand that they're real.  A certain amount of structure is essential to the proper functioning of almost any system.

That doesn't mean there has to be any punitive energy around any of this.  Many times, clients really appreciate the value they get from you and they just want more and more.  That's not a bad thing.  It's a compliment, but it doesn't come across that way if they're calling you on a Saturday night at 10 pm.  That crosses the line ... assuming it isn't a true emergency.

Take the time.  Spend the energy.  Establish your policies.  Set boundaries and stick to them.  People will respect you for it.

The payoff is that you'll look and feel like a true professional and you'll keep the frustration, fatigue, and conflict to a minimum, so you can enjoy your work and do your very best for your clients.

Warmest Regards,

Barbara