Scheduling appointments can be compared to completing a jigsaw puzzle. You are only available a certain number of hours during the day. And your clients are only able to make it to your business during specific windows of time. Throw in a no-show client or a traffic jam that causes clients to arrive late and you’re dealing with a head-scratcher!
If this was to happen once in a blue moon, fine. But if you’re making appointments with clients regularly, then the possibility of this dire situation happening is more realistic than you might think. But how do you make scheduling appointments easier for your clients while also streamlining things on your end? Here are three tips to do just that and keep you and your clients happy.
1. Keep a Waitlist
People like knowing that their time is valued. Keeping a waitlist for appointments can increase customer satisfaction as it shows that the brand cares about their previous time too. This is especially the case for appointments that need to be scheduled far in advance such as dental or health appointments. While making a bi-annual dental cleaning appointment sounds good in January, the individual likely doesn’t know what their plans are for that selected day in June. However, if there is a waitlist for that time slot, then the person who wanted to come that day can be notified.
To keep a waitlist, it’s important to have a set policy in place. Again, scheduling software can be used to keep the names and contact details of waitlisted individuals. Having these details at the ready means they can be contacted promptly when the time slot opens up. And when you have their contact information, you can send regular communications to keep them engaged. This will help boost their loyalty and retention with your business.
The more open and honest you are with your waitlisted customers, the happier they will be. If there are several people ahead of them, let them know. They may be willing to find an alternative time if the chances of them getting in at their desired time are slim. Waitlists can increase demand, so don’t be surprised if you see an uptick in bookings after communicating your waitlist policy with your customers.
2. Use Scheduling Software
One of the best ways to simplify the scheduling process for your clients and for your business is to use scheduling software. This allows clients to see what time slots are available and choose which one works best for them. By adding in set times for when you want to meet with clients, you also can’t overbook yourself. Additionally, a scheduling tool can help customers cancel or reschedule an appointment with ease. This can reduce the number of no-shows and help boost customer loyalty and retention.
Leaning into these types of small business software allows you to prioritize your customer service experience. Customers like having control. They want to make appointments when it suits them, which may not always be the same time that your business is open. A scheduling platform also provides a level of transparency to customers; they can see what time slots are booked, perhaps prioritizing making their next appointment earlier to get their desired time.
When selecting a scheduling software, make sure it fits your needs. This may be the first time a potential customer is interacting with your business, so you want it to be as seamless as possible. Make sure the times that are noted as available are actually available, blocking off any vacation time or your own appointments well in advance. The easier you make the scheduling process upfront, the more likely the customer will be satisfied with their experience and look to rebook with you again.
3. Follow Up With Appointment Reminders
Life is busy for you and for your customers. Appointments that were made days, weeks, or even months ago can come and go without a prompt reminder message. These nudges can be sent a day or two ahead of the appointment, either via email or SMS. If you are in the healthcare or wellness space and need a waiver signed, this is a good opportunity to send that as well. This ensures a speedier check-in process once the client does arrive.
Sending reminders is also beneficial for you. Having clients arrive on time helps optimize schedules while also reducing the frustration that occurs from a no-show. This will increase your revenue stream while also helping build loyal connections with your clients. When you aren’t worried about the schedule, you can focus more on their needs during the appointment.
If you’re using scheduling software, these reminders can be programmed and sent automatically. If you’ve yet to convert to this type of software, keep track of how you want to best send a reminder. Having a templated text message or email can make the process easier for your scheduling assistant or front-of-desk staff. Be sure they make a note as to who has confirmed and who has yet to confirm. Sending an additional message the night before or the day of may be necessary if you’ve yet to hear from a scheduled client.
Takeaways
When it comes to scheduling appointments with clients, the more you can automate, the better. Keeping everything organized and streamlined gives clients peace of mind and sets the tone for how the appointment will go. That said, not every scheduled appointment will go as you’d like. There will be no-shows or clients who are running extremely late. Learn from these instances and provide the best customer service you can to increase your retention rate.
