REDUCING NO SHOWS
No shows are a significant problem for most businesses in the service industry. This is especially true for cosmetic medicine, cosmetic dentistry, and medical spas. According to a study measuring the affects of missed appointments on the medical industry, no-shows cost doctors …. annually.
There is no silver bullet to eliminate all no-shows. But there are strategies shown to effectively decrease the rate of non-attendance.
Follow these steps to decrease your rate of no-shows:
COLLECT DATA
You can’t manage what you don’t measure. The first step in decreasing your rate of no-shows is to collect data. What percentage of your booked consultations miss their appointments?
AUTOMATIC REMINDERS
According to research, “forgetting about the appointment” is the number one reported reason that for no-shows.
Automated appointment reminders are now standard without the service industry. Today’s clients expect an appointment reminder via call or text. Not only will automated reminders help people not forget about their appointment, but they are also useful for establishing more rapport and priming your prospective client for conversion.
[INFO ABOUT REMINDERS]
Your automatic reminders should integrate phone, SMS, and email.
While “forgetting” may be the number one excuse people use when explaining why they didn’t show up for an appointment, scientists believe there are other major factors that contribute to absenteeism that respondents are less likely to admit to when questioned about their behavior.
Other Reasons
CALL THE DAY BEFORE THE CONSULTATION
TELEPHONOPHOBIA
The next tips are geared towards helping your prospective client overcome other common causes for ditching on a consultation.
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Transportation issues
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Inconvenience
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Not believing that the consultation is a commitment
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Having second thoughts or lost enthusiasm
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Not expecting value from the consultation
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Budget constraints
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Not able to conveniently cancel or reschedule
BUILD RAPPORT
Prior to meeting the client in person, the best opportunity for building rapport is during the initial phone call. Make a person-to-person connection by listening to the prospect’s concerns and responding empathetically and personally.
SCHEDULE APPOINTMENTS AS SOON AS POSSIBLE
The length of time between
The rate of “no-shows” is positively correlated with the length of time from scheduling to the consultation date. This means, the further out you schedule the consultation, the higher the probability of a no show.
To ensure the highest likelihood of having a prospect show up for their consultation (and convert by buying a service,) schedule the consultation for as soon as possible.
The longer the wait, the greater is the likelihood of the patient not attending.
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THE FRAMING EFFECT
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CREATE VALUE
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CREATE INCENTIVE
MAKE IT EASY TO CANCEL OR RESCHEDULE
SCHEDULE A TIME MOST CONVENIENT FOR THE CLIENT
Some marketers encourage businesses to offer a limited amount of … While it is important to create the appearance of demand, scheduling a consultation at the time most convenient for the client is
TO CHARGE OR NOT TO CHARGE
Studies from behavior psychologist demonstrate that people are more motivated by the fear of losing something than the reward of gaining something.
Your ability to charge a no-show fee depends on your specific industry. If you are a surgeon, you can get away with taking a small deposit or charging a fee for missed appointments.
If you are a medical spa, offering a free consultation for a service with high market saturation, you probably will not be able to charge a missed consultation fee.
PROVIDE VALUE
One strategy employed by our client, SKINNEY Medspa, was to further incentivize their consultations with a reward.
Prospects were given a $100 dollar gift card for showing up to their consultation on time. This incentive was communicated during the time of scheduling and mentioned in emails.
We really appreciate when clients show up to their consultations on time.
We typically fill up our calendar each day.
We typically fill up our appointment
Most days, we are fully booked. So, we really appreciate when client’s show up on time or cancel in advance if they are unable to make their consultation. As a token of our gratitude for keeping your appointment, we’ll give you a $100 gift card at your consultation.
SCHEDULE A MARKETING STRATEGY SESSION
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