A four-part article series designed specifically for the Foyht community, because if you’re a soul-led practitioner, you deserve business wisdom that protects your purpose, not just your paperwork.
By Samantha Newton, HR Consultant, Ethical Practice Advocate & unapologetic HR Queen
Why This Series Matters
You’ve trained in trauma, energy, breathwork, coaching, but no one trained you in how to handle cancellations, burnout, or a dodgy collaboration.
That’s where I come in. I’m Samantha, and I’m not your average HR consultant. I specialise in supporting wellness professionals, the healers, the helpers, the soul-led solopreneurs, with the kind of boundaries, business sense and contingency planning that protects your purpose, not just your paperwork.
Wellness doesn’t mean weakness. You deserve structure that holds you while you hold others. And let’s be honest, winging it is costing you more than you think.
Why Listen to Me?
Because I’ve been in the trenches.
I’m not here waving a clipboard, shouting from corporate towers, I’ve supported everyone from trauma-informed coaches to sound healers, reiki masters to yoga teachers, when their work got messy and personal. I’ve been called in when the refund requests land, the collaborations explode, the burnout hits, and the policies don’t exist. I know what happens when practitioners try to hold everyone else without structure to hold themselves.
I’ve also rebuilt that structure, without stripping away your soul. That’s the difference.
So no, I’m not here to tell you to “get more organised.” I’m here to help you stay in this work, with less resentment, more protection, and way more peace.
That Client Complaint? It Didn’t Come Out of Nowhere
If your last difficult client left you rattled, it wasn’t personal; it was preventable.
Let’s set the scene: a client you thought was lovely suddenly blindsides you with a passive-aggressive email. They’re unhappy. They want a refund. They feel “disappointed.” You read it five times, trying to understand what went wrong. Your stomach churns, your confidence wobbles, and your day is ruined.
Sound familiar? You’re not alone, and it’s not your fault. But it is your responsibility.
The truth is that most client complaints don’t come out of nowhere. They’re the natural result of unclear agreements, assumptions, and a whole lot of unspoken expectations. Think of them like slow-leaking tyres: the signs were there, but no one checked the pressure until the wheel came off.
The Real Roots of Client Conflict
Most practitioners believe complaints happen because of difficult clients. Occasionally, that’s true, but far more often, it’s a systems failure. Here’s what I mean:
- There was no signed agreement.
- The cancellation policy wasn’t clear or enforced.
- The client didn’t understand what the service included (or didn’t).
- They were left to interpret things based on their own past experiences.
In the absence of a clear structure, clients create their own narratives. And when expectations aren’t met, even unspoken ones, it becomes your problem.
A Real Example (And a Wake-Up Call)
Let me tell you a story, because this one stuck with me.
I once consulted with a nutritionist who’d been working with a client for six weeks. Things seemed fine, until the client suddenly emailed asking for all her money back, claiming she’d “received no results.” There was no written agreement. No check-ins. No defined success markers. No exit policy.
We looked at the situation and realised: this wasn’t a refund issue. It was a boundary issue. And a business structure issue. There was nothing to anchor the relationship.
Why Structure Doesn’t Scare Off Clients, It Reassures Them
Let’s be real: some wellness professionals worry that putting formal agreements in place will feel “too corporate” or “not aligned with their values.”
But here’s the thing, people trust professionals who act like professionals. A clear agreement shows that you value your time, their time, and the container you’re working within. It says: This is safe. This is considered. This is solid.
Imagine going to a dentist who just shrugs and says, “Don’t worry about payment, we’ll figure it out.” You wouldn’t feel cared for, you’d feel unsure. Ambiguity breeds anxiety.
Prevention is Protection
Sole Traders, Listen Up: If you’re a one-human show, this matters even more. There’s no HR department. No buffer. No one to mop up the mess if something goes sideways. These aren’t ‘nice to haves’, they’re your lifeline. Boundaries protect your energy and your reputation. Put them in place like your business depends on it, because it does. If you want to avoid complaints, protect your peace, and reduce the emotional whiplash of “What the hell just happened?” moments, here’s what you need to build into your business:
1. A Clear Welcome Pack
This is clarity. This is where you define expectations: communication windows, cancellation terms, what’s included, what’s not included, your refund policy, and boundaries around availability.
2. Signed Agreements (Even for Single Sessions)
Use an e-sign tool. Keep it short but cover the essentials. You’re not trying to trap people, you’re setting the tone.
3. Set the Tone Verbally
During your initial consult or first session, talk through your process. Clarify that results depend on their input. Discuss what happens if they’re unhappy, not because you expect them to be, but because you want them to feel secure.
4. Stick to Your Guns
The second you make “just one exception,” you’re teaching the client that your boundaries are optional. You’re not being flexible, you’re creating confusion.
The Cost of Staying “Nice”
Too many practitioners are people-pleasers. You avoid conflict. You’d rather overdeliver than have a tough conversation. But let’s get one thing straight:
People-pleasing is not a business strategy.
It’s a fast track to burnout, broken trust, and emotional depletion.
Every time you fail to define your expectations, you’re inviting misalignment. Every time you let someone skip the contract, you’re assuming they’ll behave perfectly, and that’s not fair on them or you.
Reflect Before You Act
Take a moment to consider:
- When was the last time a client left you feeling drained or confused?
- What assumptions did they have, and did you ever clearly explain otherwise?
Write down one moment this week where clearer boundaries could have saved your energy.
What to Action Today
Why give this a go? Because clarity isn’t just kind, it’s powerful. These actions will save you time, protect your peace, and help you show up with confidence instead of confusion. If your business feels chaotic behind the scenes, start here. This is how you build trust, with clients and yourself.
- 🔲 Write down your non-negotiables: What’s your cancellation policy? Your refund stance? Your communication hours?
- 🔲 Create or update your service agreement. Keep it simple. Keep it firm.
- 🔲 Add a client intake form that includes: “I understand and accept these terms.”
- 🔲 Craft a script for difficult conversations. Practice it. Roleplay it with a friend.
Summary
Client complaints rarely come out of nowhere. They’re nearly always a result of missing structure, unspoken expectations, or muddled communication. Put formal systems in place now, not to feel corporate, but to show care. Because clarity protects everyone. If you want fewer headaches and more harmony in your practice, boundaries are your best friend.
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Always happy to connect, collaborate, or simply have a great conversation.
Don’t hesitate to reach out.
Warm regards,
Samantha Newton
Let’s Get Your House in Order
You didn’t come this far to be undone by a cancellation policy or a boundary breach. If you’re still managing client expectations via vibes and voice notes, it’s time to upgrade.
Here’s what working with me gives you:
- ✅ Peace of mind
- ✅ Real templates that work (not fluff)
- ✅ A practice you can grow without collapsing under it
Trying to run a people-facing business without proper boundaries and agreements is like running barefoot through brambles. You’ll keep going, but you’ll bleed for it. Let me help you walk through it in boots, with a map, and a torch.
Book your free 15-min HR SOS call, because if you’re going to do meaningful work, you need meaningful protection.
Not ready for a call? Grab my free Boundaries & Burnout Audit Checklist, quick, honest, brutally helpful. It’ll show you what’s leaking energy in your business, and what to do about it.
Got a horror story or boundary win to share? Message me, I love hearing what’s really going on behind the scenes. Connect on Foyht or LinkedIn and let’s talk about making your practice not just sustainable, but brilliant.
Your energy is sacred.
So is your business.
Guard both.
Connect with Samantha Newton on Foyht & start building a practice that’s as boundaried & brilliant as you are.
Main – Photo by Gazi Tasnuva on Unsplash
