Preventing No Shows By Requiring A Credit Card To Schedule

Hi,

We are so frustrated with the rise in no shows and very late cancellations. We have a clearly stated cancellation policy that is on our website, confirmation and reminder emails. We have the capability to collect a credit card number at the time of scheduling (online booking). Is anyone out there requiring a cc before clients can schedule? Any unhappy regular clients because of it? Thanks for your input.

Lisa

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Permalink Reply by Carrie Patrick on September 26, 2012 at 3:33pm

I think it's wise to do that. It is not as if other types of business don't do the same thing, and it should reinforce in people's minds that you are providing a service for money and by appointment.

Perhaps switching to reminder phone calls rather than emails would make a difference? There is less of a personal connection by email compared to speaking, and it's probably easier for people to ignore an email reminder or not make that mental connection that it is a real person they would be bailing out on. I think even a voicemail reminder would add more "real person guilt" for those who need it.

Are your no-shows/cancellations from regular clients and if so, do they do it more than once? Because that would indicate more of an enforcement issue than if it was just one-time clients who back out.

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Permalink Reply by Lisa Messner on September 27, 2012 at 6:51am

Thanks Carrie for your reply.

That is a great idea. The no shows are not my regular clients, they are new clients. I agree, a day before appointment phone call for all new clients is more of a personal connection, and may just put a stop to the no shows, especially since we will be telling them how much we are looking forward to meeting them!

I think if that doesn't work, then I will step up to requiring credit cards to schedule an appointment.

Thanks for responding, it so helps to have someone who understands to bounce ideas of off!

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Permalink Reply by Sondi Worlock on September 27, 2012 at 8:56am

I askmy clients when booking if I can shoot them a text the day before their appointment, most of my clients prefer that. If they don't send me one back I then call them. It is tedious but if you figure 5 minutes a day vs the lost revenue of one treatment it is worth it. Online booking isn't appropriate for me but I have also toyed with getting their email address and sending them a prewritten email with directions and policies.

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Permalink Reply by Lisa Messner on September 27, 2012 at 9:59am

Hi Sondi,

99 percent of my clients book their appointment online and then receive a reminder email the day before with the cancellation policy in it. I think you're right that if I call the new clients the day before in addition to the email, that 5 minutes spent will be well worth the time invested! Thanks!