How to respond to natural disasters: managing cancellations and rescheduling clients

As natural disasters occur and disrupt plans, we understand how challenging it can be to navigate conversations with your clients about rescheduling events or adapting policies for in-person meetings. To support you during these times, we’ve created email templates to help address some of the most common scenarios you may encounter with your clients.

All you need to do is copy and paste the template into your emails (or create a HoneyBook email template) to save time and sound professional. Just make sure to update any bolded fields; adjust the copy to reflect your business practices and online contract clauses; and use the copy for the client scenario that applies to you.

Here’s what to say when…

When you want to prevent cancellations proactively

Following a natural disaster, you may face cancelation requests from clients. To avoid cancellations yet accommodate your clients, you can reach out to proactively offer support and options for postponement or rescheduling.

When you want to be proactive in reassuring clients 

The last thing you want to do is wait until your clients are so concerned about the situation that they reach out to you. This template helps you proactively reach out to your clients, letting them know that your business is prepared to respond to the natural disaster and that you plan to fulfill your role at their event.

This course of action also allows you to get ahead of any questions or concerns your client may have, increasing your chances of minimizing cancellations or disputes.

When your client asks to reschedule or cancel

In the event that a client asks about rescheduling or canceling their event, we recommend trying to reschedule for a later date as a best practice to minimize lost revenue for your business. This template helps guide clients to reschedule. But please note, this is not provided as a substitute for legal advice.

If you have any questions about this template or your contract as it relates to your specific business, please contact a licensed attorney.

When you need to reschedule due to a force majeure event

Hopefully, it never comes to this, but if a force majeure event should occur (as outlined in your force majeure contract clause), the impacted party of the force majeure event needs to notify the other party. Here’s copy you could use to notify your clients, letting them know what your process is to move forward. 

Make sure to show them that you’re flexible and happy to work with them to reach the best solution for everyone. Also, be sure to read the note in this post’s intro to learn more about whether or not you can keep the deposit.

When you want to send existing clients revised contracts with new protection clauses added in

One question you might be considering is what to do with existing clients if you’ve updated the protection clauses in your contract. Should you send them a revised contract? The answer: probably not. You run the risk of coming across as unprofessional by amending existing contracts without due cause. It may look like you’re trying to get out of performing your service. 

Instead, experts recommend adding any updated or adjusted protection clauses into new contracts moving forward.

When your client cancels

Despite your best efforts to respond proactively and thoughtfully in the face of a recent natural disaster, you may still encounter a client who, due to their circumstances or personal preference, is intent on canceling their event. When this happens, the best course of action is to stick to your cancelation policy while addressing the situation gracefully.

By offering support to your client, despite their decision to cancel, you will retain a positive brand reputation and may have the opportunity to work with them again in the future.