Last minute cancellations, or worse, a client that just fails to show up without prior notice, can be frustrating. You blocked out your time to attend to them and you are probably wondering what to do next. An empty slot in your appointment diary is not good for your business. Here are steps to handle clients not showing up to appointments.
Devise a no-show policy
Do not show any form of frustration or annoyance in your policy. Instead, make sure your reaction is polite and remain professional throughout. You can introduce cancellation fees, a deposit system or a 'three strikes and you're out' policy. Whichever you pick, it should be highly flexible, clear and concise.
Communicate
Communication is critical in enhancing your relationship with your clients. You need to make both your staff and clients aware of the new cancellation policy. Train your team and explain why the system has been put in place. Give them an opportunity to ask any questions and raise any concerns they may have. This will give them the confidence to satisfy the clients with a detailed explanation of the new policy. Also, display a notice at the reception, on your social media platforms and the website. Do not forget to notify the clients booking on the phone.
Re-evaluate your booking procedure
What are the steps and procedures for a client to make a booking? It could be small business software, an appointment book, or an online booking system. Re-book your client after each appointment to get their details correctly and increase retention rates. For bookings done over the phone, repeat the details over the phone for the client to confirm. Online booking systems are the most convenient since clients can easily book, reschedule, and cancel appointments in advance.
The Pencil In app incorporates specific tools to minimise the possibility of a no-show and simplify payments, thus allowing you to focus on delivering quality service. We not only give you a free business profile with unlimited small business booking tools, but also offer automated texts and reminders at affordable rates. We can manage small business mobile payments, subscriptions, and discounts, and provide small business client management by setting cancellation fees and other penalties. Call us today if you need a small business mobile app that can help you deliver outstanding client experience.
