We’ve all been there: You’ve waited all day for a meeting, only for the client to cancel at the last minute. Last-minute cancellations can throw a wrench in your day, and sometimes your whole week.
While cancellations happen, they shouldn’t be frequent occurrences. To help you cut down on frustration and revenue loss, here are some ways to keep cancellations to a minimum:
Understand Why Clients Cancel
Everyone needs to cancel an appointment on occasion. A pattern of cancellations, however, may indicate a business-wide issue.
Try to get into the mind of your clients. Understand exactly what’s causing them to cancel. For example, do they have kids and can’t always find childcare? Is their schedule so packed they can only spare a few minutes of their day? Or, are they not able to afford your hourly rate?
Don’t get defensive. Recognize that you, not they, may need to change.
If you suspect travel time is an issue, for instance, try implementing a teleconferencing tool. Allowing clients to book you at the click of a button can do wonders for retention.
Create a Cancellation Policy
Implementing a cancellation policy is one of the best ways to ensure your clients show up both prepared and on time. This policy doesn’t have to be complex; in fact, it can be as simple as charging a small fee in case of a missed appointment.
Imposing a small penalty will motivate your clients to show up to their appointments on time. More importantly, it will reduce the likelihood that they become chronic cancellers.
Encourage each new customer to review your terms and conditions. Ask them to sign a copy when they sign up for their first meeting. This document should include the charges for no-shows, the penalties for repeatedly missing appointments, and details on how far in advance you require rebooking before you levy a fee.
Don’t Schedule Too Far In Advance
You want to stay at the top of your client’s mind. Try to schedule appointments within a week from when you last spoke with a customer. Any further ahead, and your client may lose interest by the time their appointment rolls around.
Use “when,” not “if” questions: When in the next week can they meet? Approach the conversation with a handful of specific dates and times that work for you. Look for alignment in your availability and, if none exists, offer an alternative.
Send Reminders
We all have a lot on our mind these days. Reminders can cut through our mental clutter, but only if we use them strategically.
Consider your customer base. If your clients are primarily Millennials, then go with text reminders. Baby Boomers and Silents may prefer a phone call or a voicemail message.
Regardless, make sure not to send out too many reminders. You want to tread the line of being proactive without being too overbearing. Try sending a reminder as soon as a client signs up for an appointment, and then another 48 hours before the scheduled time.
Offer Self-Serve Rescheduling
Some clients may not show up to a scheduled appointment simply because they are too nervous to reschedule. They may not want to deal with a lengthy email exchange, much less wait on hold with your receptionist.
Nip this in the bud with software that makes it easy for a client to reschedule their own appointment. Even if it doesn’t cut down on cancellations, such a system will, at the very least, save you time.
Use Rewards to Your Advantage
Reward any client who regularly shows up on time for their appointments. There are plenty of creative rewards you can implement, such as:
- A modest discount or a service credit for a future appointment
- A quarterly drawing for a gift card
- Priority scheduling, especially during busy periods
These little perks come at a very low cost to you, but they can really drive home your commitment to punctuality to your customers.
Missed appointments can mangle your bottom line and throw your schedule for a loop. The good news is, communication, creativity, and education are all you need to keep most clients from throwing in the towel. What’s not to love about that?
