Providing a Reminder Notice to Scheduled Clients

[Tannaz]

I haven't seen this posted yet, so I'll initiate as I'm wondering if this is standard.When I first started out in the business, I would try to call (or email) clients who had scheduled appointments at least 24 hours in advance to remind them of their appointment the following day. However, I have gotten out of that habit and was wondering if I should really make it a standard part of business and resume it again.Does anyone else do this as part of their practice? I am starting to aggressively market my business after having been idling for the past several months so I'm trying to establish (or re-establish) certain business standards once again.Thanks in advance for your input, y'all!  ;DBe well,Jen

 

[wikipedia]

Providing a Reminder Notice to Scheduled Clien

I use reminder calls all the time. They are professional, courteous, and prompt the client to be there or call to re schedule. Everyone leads a busy life. I love a reminder call for my own appts.!  

 

[Pompal 09.]

Providing a Reminder Notice to Scheduled Clien

Ive never had a problem with clients forgetting. I know I never forget when its My turn to get a massage! lol i did start handing out appnt cards like the ones drs offices use. People seem to appreciate it. I tried the calling thing a couple years back. One client would always fuss at me... "I TOLD you I woule remember my appnt!!!" go figure! :d

 

[Ale]

Providing a Reminder Notice to Scheduled Clien

bodymovers,Yes...I completely see where you're coming from. Yesterday, I called to remind a client about today's appointment and it seemed like I had woke her up or something. Wasn't sure if she appreciated it or not.That's why I submitted this post. It seems I get mixed reviews about reminding folks. I have business cards that have on the back a space alloted for date and time (for scheduled appointment). However, when someone schedules with me because they saw the signs on my vehicles or were referred by someone else, etc., they don't have my business card handy to write that info down. Anyways, thanks everyone for your input (thus far). Be well,Jen

 

[GucciGirl]

Providing a Reminder Notice to Scheduled Clien

You could always tell them when you make the appt. that you will be calling them the day before to remind them about their appt. Then if they don't want you to do that they can let you know. If they are fully aware of your no show/cancellation policy they will know what to expect if they forget.

 

[Wyldout]

Providing a Reminder Notice to Scheduled Clien

When I am doing the rebooking (instead of the receptionist) I do just that:  tell them that they'll get a call the day before, confirming the appointment & time. Sounds like small beans, but try saying 'confirming' instead of reminding. It has less of a "you might not be responsible enough to remember on your own' feel to it. One thing I dislike about having a receptionist is that our Tuesday confirmation calls are done on Saturday, because the salon is closed on Sundays & Mondays. I think that kind of defeats the purpose, but then again, it is nice to have someone making those calls for me I suppose.The more I think about it, when I open Gilbert Bodyworks in February, I am looking forward to guiding & caring for my business more closely. More work, but I'll know exactly what ends up being 'worth the effort', etc.Jill/Sagetherapist

 

[Amanda W]

Providing a Reminder Notice to Scheduled Clien

We email reminders (you can program them for delivery in your email program, so you can do a batch of them when it is slow) and ask them to reply that they received it.This also protects us for no-shows and cancellations since the policies are part of the reminder boilerplate.

 

[Ash W]

Providing a Reminder Notice to Scheduled Clien

Great idea, R&R...but only works if they have an email address....some folks don't (hard to believe in this day and age but nevertheless).Anyways, thanks everyone for your valuable inputs.Funny thing to end this thread on is when I did call acouple days ago to remind an outcall client I had yesterday and then showed up at the scheduled time yesterday, she completely forgot about it...now ain't that exasperating?!!!? LOL  Be well,Jen

 

[Pompal 09.]

Providing a Reminder Notice to Scheduled Clien

When doing reminder calls, I try to call between noon and 5pm.  Most clients you won't be waking them up at that time and others you will get a voice mail as they are at work so they can return your call if they need to reschedule otherwise they know about their appointment.  I call if they have scheduled more than 1 week in advance (most people can remember if it is this Thursday) The few times I've forgotten to call, I've gotten no shows.

 

[Sommer]

Providing a Reminder Notice to Scheduled Clien

Hi.

Generally, I don't call to remind clients about their appointment.  We have a fairly busy schedule and making 5 or 6 more calls at the end of the day can add an extra 15 -30 mins. onto the evening.  Part of the reason for not making the calls has been, because for a number of years I had a lot of work travelling about and was on the road as much as I was in the office.  Since I did not have the ability to be consistent, it didn't seem like the right thing to do.

But, I do like the idea of the reminder call going out mid-day.

As I mentioned (up there *points up to my first paragraph*) -- consitency.  I certainly think if you start making reminder calls, you need to continue them.  And you really should try to do them at the same time every day.  Consitency is a big factor in keeping clients happy.  

I also don't want clients to regard me as their baby sitter.  Although, with our busy lifes, we do forget appointments now and then, you can bet it is rare we forget a dentist appointment that has been scheduled six weeks down the road.  

What I try to convey to the client is that their appointment is a block of time and that if they aren't going to be able to make it, they should call me as soon as possible, so that I can help someone else.  I also try to make sure they know that no-showing makes it hard for me to keep my business open to provide them more services in the future.  All of this is of course done politely and kindly, and not necessarily in those exact words.  

It is pretty rare that I have people forget, and pretty rare that I have cancellations.  BUT, when I do, it is usually a blessing in disguise.  I have found, that for me, it gives me the added time I need to accomplish something else that I was having a hard time completing.  Or, if they re-schedule the book just filled up with someone who really needed my services that day.

I know it sounds a bit hokey, like I am floating with the wind on that, but really, 95% of the time when I have had a cancellation or no-show, it has worked out in the wash and usually for the better.  

That being said -- *hehe* -- you had to know there'd be more...  I do have certain clients who have demanding jobs, and I will call them the night before their appointment and let them know what openings I have later in the week, just in case they get to work that morning and have been scheduled for meetings they can't get out of, so they can cancel witha re-book at the same time.  Usually, I schedule those people as my first appointment, so that if they do have to cancel, I can sleep a little more or get some work done at the office.  

I also have a few senior clients who appreciate the call and I do this for them too.  

All that being said, I provide special appointment reminder cards as the mainstay reminder system for our clients as of now.

Now for the fun stuff -- I did have a client come in the office the other day and was bragging on her doctor who now has an automated reminder call for appointments.  It calls, leaves the message and/or asks you to press 1 on the phone to confirm and 2 on the phone to deny or re-schedule -- well something along those lines.  You get the idea.  So, since you brought this thread up, I googled: "automated appointment reminder call" and here are the first seven that showed up, in case anyone decides to move in this direction.

http://www.vitalworks.com/rapidcall.html

http://www.julysoft.com/pages/products/reminderfaq%20-%20automated%20appointment%20reminder.htm

http://www.housecallsweb.com/housecalls/automatedhc.asp

http://www.med-dial.com/

http://www.easyivr.com/psracc.htm

http://www.phonetree.com/medical/products/4500.htm

http://www.usnetcomcorp.com/Products/AppointmentCall/Default.asp

Hope this helps

 

[Craig]

Providing a Reminder Notice to Scheduled Clien

I generally don't do reminder calls. If their appt is more than a month away, I will usually do one. I have a few clients who often call *me* to confirm a day or two beforehand, so I know they like that sort of thing, and try to call them first.I've tried to create a professional image of myself and my business. I think it helps say to folks that I take my work seriously. I rarely have a client no-show.pianodirt

 

[Xtreme Poetess]

Providing a Reminder Notice to Scheduled Clien

Sorry, the idea of an automated reminder call sounds really "ew" to me. Many clients enjoy the "human-ness" of a massage. They want to be helped by touch. Having a machine make an automated reminder call just gives me the willies!Sally

 

[Trebor]

Providing a Reminder Notice to Scheduled Clien

*grins*Sally, I can see your point, I can see your point (twice for emphasis). آ I am betting it is pretty expensive too, though I haven't checked it out.However, with a busy business, where there are a lot of cancellations or no-shows and getting staff to do the call backs may be difficult, I guess it's an option.Thanks for reminding me, how the human-ness can be lost by such a gadget and even better how some people "get the willies"! آ  Hope Cozumel is treating you good today.  We have 50's!  I am missing our sun!  

 

[hockeyguy]

Providing a Reminder Notice to Scheduled Clien

Our policy is as followsay -1 = Reminder callDay 0 = MassageDay 1 = Thank you cardDay 3 = New client welcome packetDay 21 = First newsletter (we put out 4/year, so whichever is current is sent)Day 45 = Holiday offer (whichever holiday is closest, usually a free 15-minute upgrade certificate)After that we send the usual newsletters as they are printed, holiday cards for the major holidays, and a birthday card.I mention this schedule because the pre-session confirmation call is part of it. The only time we don't do the call is if it's been less than four or five days since booking.We've found this spacing allows us to contact the client and keep us in their thoughts without being overbearing or annoying. Our goal is to have our clients think of us first when massage is mentioned and get regular massages, rather than just once or twice a year. We become friends and many clients appreciate the subtle reminders.

 

[Pompal 09.]

Providing a Reminder Notice to Scheduled Clien

My chiro does something on reminders, that's new to me.  They send a text message to my mobile/cellphone on the day before the appointment.  I'm not sure whether it's automated or not, but who would know?  It gets round the problem of clients being interrupted by the reminder call, is pretty cheap to do, and is pretty neat I think.

 

[Honeybear13]

Providing a Reminder Notice to Scheduled Clien

I always confirm appointments the day before.  Even for regular clients.  Yes, they end up relying on my calls.  If I was really busy one day and do not get to call until later in the day, clients end up calling me to see why I didn't call them and make sure everything is ok.  But, being consistant in this business is a plus.  Clients like it when I call them to confirm, especially new clients, because people don't always write app. down and they do forget, which vertually does away with no-shows.  I have made appointments with other therapists and have never received a confirmation phone call.  I would have appreciated it if I did.  So, anything extra that makes me stand out as a therapist and business owner is worth doing.  Also, it only takes a few minutes to do.

 

[Rob E]

Providing a Reminder Notice to Scheduled Clien

pixelady,  Great idea with the scheduled "reminders." Would you tell us what you include in your New client welcome packet?

 

[Rockford]

Providing a Reminder Notice to Scheduled Clien

I usually ask clients if they would like a confirmation call a day or two in advance of their next booked appt.  Some do and some don't. If I've been out of town or if it has been more than a week since I've seen them I will call and "confirm" their appt usually two days in advance.  This gives them ample time to call me back and, if need be, reschedule.One way I've reduced forgotten appts is making certain I give the client an appt. card with the day, date and time of their appt written out.  My business cards are designed with a space on the front to write the appt date and time on them for the clients.Anytime I reach a voice mail I always, always, always leave my phone number (even with regular clients) so they don't have to look it up to call me back.  I know this seems like a "no brainer" but I'm amazed at how many people don't leave their phone number when leaving a message.

 

[anthony93]

New Client Packet (Providing a Reminder Notice)

1) Welcome Letter
This essentially is similar to the thank you letter that they have received or will receive.


2) About Us
Biographies, information about the company


3) Treatments
A list of the treatments we offer as well as prices


4) Referrals
About referrals, benefiting CLIENT, as well as special offer


5) Preparing for a Treatment
Article on how to prepare for a treatment


6) How NMT Works
Article on NMT


7) What We Can Help With
NMT things we can help with


8.) For Businesses
Things that we can do to help them improve their business

9) Gift Certificates
Examples of gift certificates


10.) Business Cards for THEM


11) Business Cards for FRIENDS


12) How to talk your boss into letting us come out to the office


13) Policies


14) Most recent (not current) newsletter (they are quarterly)


15) Offers from a dermatologist and chiropractor that I partner with for marketing stuff frequently


All of this is placed in a two pocket folder (no prongs) and mailed in a large manilla envie. The welcome to the practice letter is, of course, the first thing they'll see.

 

[My Oh My]

Providing a Reminder Notice to Scheduled Clien

Pixielady, how many stamps do you have to put on the envelope to mail that?