How Do You Cope When Clients Arrive Early?
You’ve just finished with a client, you’re tidying up, maybe grabbing a quick sip of tea before your next session… and then you hear a knock at the door. Your next client has arrived—15 minutes early.
We all appreciate clients being punctual, but when they arrive too early, it can throw off our flow, disrupt our prep time, and even affect other clients.
In the past, before I put clear boundaries in place, I found myself rushing to accommodate early arrivals, and it wasn’t doing me—or my clients—any favours. In the winter, there were times when I didn’t have time to warm my hands properly, meaning the client had to put up with chilly hands until they warmed against their skin - I can’t imagine that was the best experience for them! And, if I haven’t had time to read their notes before they arrive, I’m not as prepared as I’d like to be. This isn’t ideal —it’s always better when I can take a moment to refresh my memory about their needs before they walk in the door.
And then there were the times I had to squeeze my lunch break, leaving me with indigestion—or worse, missing my chance to nip to the loo!
Some clients simply don’t realise the impact arriving early has on us. But unless we tell them, there’s no reason why they should know.
So how do we handle this situation in a way that feels professional, kind, and firm?
Why Clients Arrive Early
There are plenty of reasons why a client might turn up ahead of time. Some are keen to get their full hour and want to maximise their time on the table. Others are nervous about being late, worried about traffic, or simply unsure how long their journey will take. And some just aren’t sure exactly where they’re going and want to allow for any last-minute detours.
This is especially common for new clients, and how we handle it at their first appointment sets the precedent for future visits.
What We Can Do When Clients Arrive Early
- Set Clear Expectations from the Start
Prevention is always better than cure. A simple line in our booking confirmation emails can make a huge difference:
"Please arrive no more than 5 minutes before your appointment, as I may be with another client or preparing for your session."
This keeps things clear and professional while still feeling warm and welcoming.
- Have a Waiting Area (If Possible)
If we have a waiting area, we can encourage early arrivals to relax there. Keeping it inviting with soft music, herbal tea, or a few wellness magazines can help them feel comfortable without disrupting our routine. A small sign that says, “If you’re early, please make yourself comfortable while I prepare for your session” can set the right tone.
For those of us working from home, handling early arrivals can be trickier—especially if clients can park directly outside our treatment space. The last thing we want is for them to feel awkward, like they’ve done something wrong, or like they have nowhere to go.
Some therapists ask clients to text when they arrive so they can be met at the door when ready. This can work well, but if our space is visible from where they park, it might feel unnatural to make them wait.
Instead, clear, friendly instructions in our booking confirmation can set expectations while keeping things relaxed:
“If you arrive early, feel free to enjoy a few moments of quiet in your car. I’ll be ready to welcome you in at your appointment time.”
If there’s a local park, café, or pleasant walking area nearby, we could even offer that as a suggestion:
“If you arrive more than a few minutes early, there’s a lovely park just up the road where you can stretch your legs before your session.”
This gives clients an alternative without making them feel like they’re being turned away. A little guidance helps everything run smoothly while ensuring they still feel valued and welcomed.
What to Avoid When Clients Arrive Early
- Feeling Pressured to Start Early
One of the biggest mistakes I made in the past was feeling like I had to start early. It only took a few times before I realised I was training my clients to expect it!
The real problem? If we start early and finish early (even if they get their full treatment time), they might look at the clock and feel cheated. Their brain expected the session to end at the scheduled time, so an earlier finish can leave them feeling disappointed—without them even realising why.
- Being (Unintentionally) Passive-Aggressive
I know how easy it is to say the right thing but let our body language betray us. Maybe it’s a sigh, a forced smile, or crossing our arms without realising. Clients pick up on these small cues, and if we’re not careful, they might feel like an inconvenience—even if that’s not our intention.
Instead, I’ve found that a simple, warm “Thanks for arriving early! I’ll be ready for you at your appointment time” works wonders. It acknowledges them while keeping the boundary firm.
- Letting It Disrupt Our Routine
If we use the time between clients to reset—whether it’s having a snack, stretching or simply breathing—there’s no reason to cut that short. Rushing to accommodate an early arrival might feel like good customer service in the moment, but over time, it chips away at our energy.
- Ignoring the Issue If It’s Repeated
Some clients always arrive early. When that happens, a gentle conversation can help. Something like:
"I’ve noticed you often arrive early, which I really appreciate! Just so you know, I use the time before appointments to prepare, so I’ll always be ready for you at your scheduled time."
It keeps the tone positive while reinforcing the boundary.
Final Thoughts
Handling early arrivals is all about balance—being welcoming while also protecting our time and energy. If we set clear expectations, have a plan, and maintain boundaries with warmth, we’ll create a better experience for both ourselves and our clients.