No shows waste your time and money.
But before we blame our clients it’s important that we have things set up in a way that minimise the occurance of no shows in the first place.
It just so happens that with the latest technology that is easier than you may think.
At my clinic, we have configured our booking system to send clients the following reminders:
- An Email 24 hours before the appointment
- A Text message 3 hours before the appointment
Just setting that up will almost eliminate your no shows.
Modern life is busy and my theory is that most no shows and late cancellations or rescheduling is caused by bad time management.
The client has simply forgotten about the appointment and made other plans or is just having a free flowing day and ends up committing to something that does give them time to get to your clinic in time for the appointment.
They may have fully intended on making it but once they realise that they can’t they turn into a ghost.
They may feel bad about standing you up but realise that if they get in touch you may want to charge them a cancellation fee and so they decide to just disappear out of your life forever instead.
I found that when I implimented the reminders that no shows and late cancels became exceedingly rare.
I really like the combination of an email at 24 hours before and then a text 3 hours before.
I can imagine that someone may check their emails just before going to bed at night.
They may be planning how their day will go the next morning and by landing that email in their inbox they will have it in their mind that they have a treatment the next day.
Then the text message three hours before I think is great because even if they went for a 1 hour drive to visit their grandma it will still give them time to get back to your clinic if they have just innocently forgotten about their appointment.
I’ve just found this combination works really well for us but for your own business you may need to experiment to find out what works well.
If your online booking system doesn’t allow you to schedule email and text reminders then you really need to upgrade.
I’d go so far as to say it’s essential that you have these in place.
Will you never have a no show or late cancellation again?
No, it will still happen and that’s why you need read my Cancellation Policy Article!
So what should your reminders say?
Here is the email one that our booking system Timely generates automatically for us:
This is a friendly reminder of your appointment:
Fremantle Massage Therapy
Mon, 23 Mar 2020
60 Minute Massage with Oak McIlwain at 2:30PM
At this location
Unit 10, 142 South Terrace, Fremantle
142 South Terrace
Mobile: +61 00 000 000
Do you need to change or cancel your appointment?
View or change my appointment
Late (less than 24 hours notice) cancellations or rescheduling will incur a fee of 50% of the original booking value.
Last minute “no show” will incur a fee of 100% of the original booking value.
As you can see it contains the most important information:
- Their name and contact details
- The service they booked
- The date and time
- The practitioner they are seeing
- It also contains a link for them to change their appointment
- And of course it contains our cancellation policy
This is a top ten strategy that you need to use for your service business to be successful.
And here is our text message reminder:
Hi Alice, this is a friendly reminder of your appointment with Oak on Mon, 23 Mar at 12:00PM (Unit 10, 142 South Terrace, Fremantle) Many thanks, Fremantle Massage Therapy.Our Text Message Reminder Format
I also like it how the text message reminder has the address in there so the person can click on it and their smart phone will bring the location up in their maps app.
If you haven’t done this yet for your business you need to get busy with the action steps below and let me know if it helps you!
- Make sure your booking system supports email and text reminders
- If your system doesn’t support those reminders then upgrade asap!
- Have a think about the timing of your email and text reminders
- Add in all the important information
- Watch as you hardly ever have any more no shows!