When a client misses an appointment, it can cost you money. What’s worse is when a client misses an appointment without cancelling ahead of time. At least if they had cancelled, you could have rebooked their time slot. SMS notifications can help reduce missed appointments or prompt people to call and cancel instead of leaving you with more time and less money on your hands.

Policy Reminders

When a client signs up for your services, send a welcome text message along with a link to your business policy page. If you don’t have a website, contact new clients to make sure they understand your cancellation and rescheduling policies. You have the freedom to create whatever policies you want, just make sure that new clients clearly understand them. Post policies in your place of business and on your website.

Can’t Wait to See You!

Send a reminder message the day before an appointment. This gives people plenty of time to confirm or cancel. This also give you time to reschedule with someone else. Include your business name, appointment date and time, and your web address or phone number. Maintain a positive tone, but remind people to call if they need to cancel or reschedule their appointment.

Confirmation of Cancellation/Rescheduling

Send a text message confirming the cancellation or rescheduling of an appointment that includes the new date and time as necessary. Send a link to your business policy page as a reminder to clients. Thank the client for taking the time to review the policy and contact you ahead of time. Not only does this make you an effective business person, it also lets people know that you appreciate when people follow the rules.

Avoid Negativity

If you receive a negative text message from a client after sending a reminder message, do not continue the exchange. Determine whether you want to work with this client or cancel the appointment. Most people will not engage in bad behaviour when sending and receiving mass text messages, but every once in a while, you may reach a client at a bad time and receive a negative response.

Follow your instincts when dealing with bad behaviour by clients. It may be best to walk away and try to schedule another client than trying to deal with a client’s negative attitude.