It's incredibly frustrating when sessions are canceled or rescheduled at the last minute, whether by clients or coaches. We understand that life happens and emergencies come up for everyone, but these changes can disrupt workflows and impact income. We know the significant time and mental preparation that goes into each coaching session, and we know it’s frustrating when those efforts go uncompensated.
Coaches are the lifeblood of the Leland platform, and we recognize how much you invest in being prepared for your clients. We want to give you options that both help you manage your valuable time and maximize your earnings on Leland.
The Importance of Intro Calls
All of the most successful coaches on Leland use intro calls to grow their business. Whenever we add friction to the intro call process, coach earnings decline dramatically. While some potential solutions like upfront credit card requirements may seem straightforward, the added friction would likely deter a significant amount of future customers from scheduling an intro call. Ultimately, we’ve found it’s better for coaches to make connections with these customers, and we want to support you in finding ways to optimize intro calls as a way to fuel your business.
Many successful coaches on our platform have implemented proactive strategies to minimize no-shows and last-minute changes. Here are some approaches you can take to protect your time and ensure a smoother coaching experience.
1. Clearly Communicate Your Policy
One of the most effective ways to manage expectations is by having a clear, written policy regarding cancellations and reschedules.
Paid Coaching Sessions
Clearly state your policy for last-minute cancellations or no shows in the inbox. (If you’re selling a custom package, you can add your policy as a note in the custom package.) Here’s an example:
"Please note that for any sessions canceled or rescheduled less than 24 hours in advance, the scheduled coaching time will be logged. This allows me to manage my calendar and uphold my commitment to all clients.”
For paid clients who no-show or cancel last-minute, you can log the session time if you've clearly communicated your policy in writing. Many coaches offer a one-time warning for the first incident while explaining that future no-shows or late cancellations will result in the session being logged.
For Intro Calls:
We recommend you implement a proactive communication strategy to help the client understand you take intro calls seriously and want to come to the call prepared. You can also state an explicit intro call policy, like the example below:
“Looking forward to our 15-minute intro call! My goal is to get to know you and explore what a long-term coaching engagement would look like. To ensure we both come prepared and make the most of the 15-minute call, if you don't confirm our intro call 24 hours beforehand, I will reschedule it for the following week. If that rescheduled call is also missed without communication, I will cancel the call and you'll need to reach out to rebook when you're ready.”
2. Leverage Pre-Session Communication
Use the Leland inbox to send multiple messages prior to each intro call and paid coaching session. Here’s an example message cadence leading up to an intro call:
Step 1: 48-Hour Follow-Up
If you haven't heard back from the client 48 hours before the intro call, send a gentle reminder message.
"Hi [Client Name],
I saw you scheduled an intro call for [day/time]. I’m looking forward to learning more about your goals and how I can support you! Prior to our call, can you please share a bit about your background and what you're looking for help with? Feel free to send over a resume or any other helpful materials."
Step 2: 24-Hour Confirmation & Policy
24 hours before the call, send a confirmation message. Clearly state that you'll reschedule the call if you don't receive a confirmation. This sets an expectation for their engagement.
"Hi [Client Name],
Just a quick reminder about our intro call scheduled for tomorrow at [day/time]. Please confirm that you're still planning to join.
If I don't hear back, I'll go ahead and reschedule the call so we can connect at a better time."
Step 3: Reschedule If No Confirmation/Background Info
If you don't receive confirmation or any requested background information after the 24-hour message, reschedule the intro call for the next week. This frees up your immediate time slot while keeping the door open for the client.
"Hi [Client Name],
Since I haven't received a confirmation or any background info yet, I've gone ahead and rescheduled our intro call for next week—let me know if that time will work for you!
I look forward to connecting when you're ready."
Step 4: Final Cancellation After Second Attempt
If you still haven't heard from the client after the second attempted scheduling (i.e., after the reschedule), it's time to cancel the call. Offer them the option to rebook when they are ready.
"Hi [Client Name],
Since I haven't heard back after rescheduling our intro call, I'll go ahead and cancel for now. If you'd like to reconnect in the future, I'd still be happy to chat—feel free to reach out anytime or rebook through Leland."
3. Maintain Clear Boundaries and Professionalism
While frustrating, staying professional in all communications reinforces your value as a coach and how seriously you treat scheduled coaching time.
Consistency: Consistently apply your communicated policies. If you state you'll log time for last-minute cancellations, follow through.
Direct Communication: If a no-show or last-minute reschedule occurs, address it directly and professionally in the chat.
Example (Paid Session): "Hi [Client Name], I noticed you weren't able to make our session today. As per our policy I outlined [insert where you communicated the policy in writing], the session will be charged. Please let me know when you'd like to reschedule."
Example (Intro Call): "Hi [Client Name], I missed you for our scheduled intro call. If you're still interested in coaching, please send me a message with some context about what you’re looking for. After that, I’m happy to find a time to reschedule the intro call.
We hope that these strategies can help you manage your schedule more effectively and reduce the impact of last-minute changes. If you have additional suggestions, feel free to share them in the #tips channel of the Coach Slack.
Tips From Leland Coaches
You can also check out this recording if you'd like to hear some coach perspectives on how to reduce no shows (19:45) and client unresponsiveness after an intro call (11:39, 13:10).
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