How to avoid no shows from your online scheduler
let's Talk How to avoid no shows from your online scheduler!
I don't think there is anything more frustrating for business owners than having people book a call or an appointment and then not show up. Very often with online schedulers, we run the risk that people think that it's not necessarily us taking the call. Or somehow this internet connection doesn't seem as real as if they pick up the phone and call a practice to make the appointment.
This has happened to me so many times, as it probably has to others as well and it is really frustrating.
People don't understand that I sometimes have to arrange other people picking up my daughter from school. It’s mainly sacrificing time with my family. Not going to a meeting with friends because I have a call, which is important. I'm really carving out time because I want to be absolutely present for my clients.
- So what can you do as a business owner to avoid no shows from happening to you?
I'm really big on being authentic! I need people to know straight away who I am and how I shoot and what my character is like. I don't pretend to be someone else. When you book an appointment with me, it says straight away 'you will get instructions from me. Please follow them'. This is the first task to see if we are a good fit. If you don't know how to follow these instructions, there's no way we are going to work together. I need my clients to be smart and to be eager to do what I suggest for them to do.
So that sets the tone right away. These are the rules. 'Are you sure this is what you want?' I also always ask a question. I always tell them "time is something we can never get back. Are you absolutely certain you can make it at this time?" I have something like a radio button next to the questions, where they can switch to Yes or No. I use Calendar Pro for this.
Once the appointment is booked, I send personalized reminders. I ask to reply to that automated reminder email and to make sure that they will be able to make it. If they don't reply, I will not bother showing up and that is true, I don't!
- If they don't manage to read that simple email and do what I tell them, to hit that reply button and just say confirm, I will not bother showing up. Sorry!
That has really helped me feel a lot more lightly about these conversations. My no shows have come down consistently. Unfortunately, in the meantime reminding even with a text message, is just not enough anymore. I would invite you to try my method and keep the language exactly as you would speak.
For me, it's pretty straight forward. No gentleness or anything like that. It's just like this is business, take this appointment seriously and then I will be happy to talk to you and share my time with you.