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

Play Therapy Podcast

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.

Friday Jan 31, 2025, 2 PM to 6:15 PM EST - Exploring the Foundations, Principles, and The “Four Pillars” of Child-Centered Play Therapy- EXTENDED 4 CE. Register here: https://corewellceu.com/event/live-child-centered-play-extended1

Play Therapy Podcast Meetup - MISSISSIPPI - Feb 21, 2025 at 6:30pm RSVP here: https://playtherapypodcast_ms.eventbrite.com

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If you would like to ask me questions directly, check out www.ccptcollective.com, where I host two weekly Zoom calls filled with advanced CCPT case studies and session reviews, as well as member Q&A. You can take advantage of the two-week free trial to see if the CCPT Collective is right for you.

Ask Me Questions: Call [phone], or email: [e-mail] Brenna's CCPT Hub: https://www.playtherapynow.com CCPT Collective (online community exclusively for CCPTs): https://www.ccptcollective.com Podcast HQ: https://www.playtherapypodcast.com APT Approved Play Therapy CE courses: https://childcenteredtraining.com Twitter: @thekidcounselor https://twitter.com/thekidcounselor Facebook: https://facebook.com/playtherapypodcast

Common References: Cochran, N., Nordling, W., & Cochran, J. (2010). Child-Centered Play Therapy (1st ed.). Wiley. VanFleet, R., Sywulak, A. E., & Sniscak, C. C. (2010). Child-centered play therapy. Guilford Press. Landreth, G.L. (2023). Play Therapy: The Art of the Relationship (4th ed.). Routledge. Bratton, S. C., Landreth, G. L., Kellam, T., & Blackard, S. R. (2006). Child parent relationship therapy (CPRT) treatment manual: A 10-session filial therapy model for training parents. Routledge/Taylor & Francis Group. Benedict, Helen. Themes in Play Therapy. Used with permission to Heartland Play Therapy Institute.