An empty bay: how to stop clients “forgetting” their appointment

Why clients don't turn up

Usually not out of bad will. The appointment was booked three weeks ago, over the phone, with nothing confirmed in writing. The client made a mental note, or none at all. On the day, something came up and they didn't want to call to cancel. Or they mixed up Thursday and Friday.

The longer the wait for an appointment, the easier it is to forget. And at a good studio, the wait is long.

A reminder the day before, asking for confirmation

The simplest thing you can do: the day before the appointment, send the client an SMS with the date, time and address, and ask them to confirm with one word.

Asking for confirmation turns a reminder into a decision. A client who replies “YES” has reminded themselves of the appointment. And one who doesn't reply gives you a signal the day before, not in the morning at an empty bay.

A second reminder for appointments booked far ahead

If the appointment was booked several weeks ahead, also send a short message a week before. The client then has time to move the visit, and you have time to put someone else in.

A deposit on big jobs

Full-body PPF, a full wrap or a ceramic coating with paint correction tie up a bay for several days. For jobs like that, it's worth taking a deposit when the client books. It's fair on the client and on you: the client knows the slot is held for them, and you don't lose several days of work if they pull out at the last minute.

Write the terms down clearly: how much the deposit is, until when the appointment can be moved without losing it, and what happens if the client cancels. Ideally in the message that confirms the booking.

What to do with a free slot

Even with reminders, someone will sometimes cancel. That's when a list of people who wanted to come in earlier comes in handy: clients waiting for a slot, someone who asked about a wash before selling their car, a regular whose coating service is coming up. One message to a few people may be enough to keep the bay from standing empty.

How it works when the system keeps track of it

Once an appointment is in the calendar, the client gets a reminder the day before and confirms it with one word. If they don't confirm, you know in the evening and can call them or put someone from your list in. Appointment reminders are in the system, together with the SMS after a missed call.