How to reduce no-shows and late cancellations
Every empty slot is lost working time. Most no-shows happen because the customer forgot, or because cancelling feels like more hassle than simply not turning up. You can do something about both.
Send reminders at the right time
A reminder the day before gives customers time to rearrange their plans or free up the slot for someone else. A second, short reminder a few hours before helps busy customers. A text message is usually noticed faster than an e-mail.
Make rescheduling easy
When the reminder includes a link to reschedule or cancel on their own, customers are more likely to let you know they can't make it. The freed-up slot is shown to other customers straight away, and someone on the waitlist can be notified.
State your cancellation policy clearly
Put your cancellation policy on your booking page and in the confirmation message: until when an appointment can be cancelled free of charge, and what happens if someone cancels late. A clear, fair policy encourages people to cancel in good time.
For consumer customers, check that your terms are reasonable and that they are shown before the booking is made. If you are unsure, ask for advice, for example from a business association.
Consider prepayment for long or expensive services
Taking full or partial payment when the booking is made makes customers more committed. It works especially well for long treatments and for services where you set aside materials in advance.
Track and respond
Mark no-shows on your bookings. Once you can see who they involve and at what times they happen, you can target your actions: for example, asking for prepayment only for certain services.
How Calendo helps
- E-mail and text message reminders on your own schedule
- Customers reschedule or cancel on their own, within limits you set
- A waitlist for freed-up slots
- Payment at booking, straight to your own Stripe account
- No-show tracking and reports