so i need some help please...

[squirrelifer]

so here's my problem....

i get quite a few phone calls and occasionally i don't return them. i don't do that on purpose, but sometimes it happens. i always try to call people back but if it's someone from out of town, sounds creepy, can't get them in during the time they specified i just don't. sometimes there's really not even a reason i don't call them back, i just get too busy and i over look it. i don't want to do this. this is a problem for many reasons but the biggest problem is sometimes those people have gift cards. now i certainly would NEVER want someone to think that i'm not scheduling them on purpose (possibly thinking i've already got their money so who cares. in fact, i keep my gift card money on the side and pay myself when they are redeemed so if someone doesn't redeem it, i don't get the money.) but sometimes they don't say that they have a gift card so i have no way of knowing.

so i've been thinking about spending the money to get an online scheduler so that people can just book their own appointments online if they can't get ahold of me or so that they don't have to get ahold of me. the trouble i'm having with just going ahead and doing it is that i am a busy therapist and i feel like i don't really need an online scheduler. most of my clients book their appointments before they leave. so i'd be spending the money every month for potentially not many people using it. i am booked up anywhere from 1 to 2 weeks in advance. also, i don't work any "typical" schedule so i'm not quite sure how i'd handle my availability on the schedule (although that's not a huge concern, it is a concern).

part of me thinks i should just bite the bullet and do it and part of me wonders if it's just a waste of $30 or so a month. do those of you have the online scheduler use it and feel it's worth it? do you think this will help me with this issue?

thanks for any thoughts! (except for thoughts telling me to be better about returning phone calls- i already know that i should! i'm trying to find something that will help me balance a too busy life.)

 

[Kalaz]

We recently added an online schedule/answering service in the office I work at, and, quite honestly, I don't like it. For instance, anytime I schedule someone, I have to get to a computer to get them "officially" on my schedule before that time gets booked via the online thingy. Or if I want to schedule efficiently (i.e. not have a two hour gap between appts.) I have to adjust my schedule online a lot vs. just telling someone I have an opening at 10:30 or 4.

YMMV since it sounds as though you are in a different situation.

PS. Could you just write into your book a scheduled time period to return calls?

 

[Sharry510]

PS. Could you just write into your book a scheduled time period to return calls?

i work an insane schedule so.... not really. 90% of my problem is that i work too much.

thanks for the input on the scheduling computer vs. appointment book. i forgot about that. i can see that being a problem too. i don't mind the spaces inbetween but i do mind trying to keep track of making sure that i put an online appointment in my book. see, just another thing to have to worry about. it never ends!

 

[Sushi McPenguin]

I also have thought about an online scheduler. One idea I had if I did go with it was to only have a limited amount of appointments available for the online schedule. For example I would have opened Tuesday/Thursday from 11-3 and allow them to book those times online. That would allow me to schedule my appointments without having to worry about double booking but still allow clients to schedule if they wanted to skip the phone eforum.xxx game.

 

[Cool Kid 2]

I also have thought about an online scheduler. One idea I had if I did go with it was to only have a limited amount of appointments available for the online schedule. For example I would have opened Tuesday/Thursday from 11-3 and allow them to book those times online. That would allow me to schedule my appointments without having to worry about double booking but still allow clients to schedule if they wanted to skip the phone eforum.xxx game.

absolutely. this is what i do as well. i have a personal schedule that i use, set up thru outlook and i just transfer what i book online to it. i sync that to my blackjack. so when i'm out and about, i always have my cell with me that has my private schedule on it. my regulars KNOW that if they can't find something online they can call/email and i can find a place for them that the general public can't see.

i can hear the stress in your post and please know that everything you said is also something that i struggle with. i can't afford a receptionist, so i feel like i have no choice but to have the online scheduler. and my clients absolutely love it - even the regular ones. probably 3-4x/week i wake up to appointments that "betty" has made, every week for the next 10 (b/c she buys packages), or some other client. and these are clients who've been with me for years - "betty" has been with me for 6. and, the system i just switched to does instant g/cs with no fee taken out, and keeps track of the package/g/c purchases so if someone books who has one of those it automatically redeems it for me. it has really cut my stress level down quite a bit.

don't discount the suggestion to block out time to return calls though. i know how crazy your schedule must be, and i know how crazy mine is too. i've been doing medical testing since sunday because, probably due to stress, i had some pretty significant heart activity on sunday - at 30 years old. i'm having to seriously reevaluate the way i do things, and that suggestion is one thing that i must implement into my schedule.

good luck with whatever you decide! here lately, technology is a very good friend of mine!
amanda

 

[Iloveyou]

makingachange,

What online scheduler do you use?

 

[Sarah]

I have this same problem as well. I don't get back to people for many of the reasons as the original poster stated. I also don't like to be on the phone and never did, and also because at the end of the day, the last thing I want to do is get on the phone and work some more.

My issue with an online scheduler is that I would not be able to screen calls and it would allow anyone to book, correct? There are some creeps I've caught just from knowing the red flags when I talk to them.

 

[Carlii]

PS. Could you just write into your book a scheduled time period to return calls?

i work an insane schedule so.... not really. 90% of my problem is that i work too much.

Maybe this is a sign.

 

[brokendown321]

makingachange,

What online scheduler do you use?

mybookingcalendar.com

 

[Little Dog]

Have you ever considered using your email more?
I bought a smart phone last year with access to my emails 24/7. Most of my clients love using email systems and I have strongly encouraged them to try to reach me this way.
It works, I would say, 90% of the time. I have even had new clients contact me this way.
I can return an email or text so much faster than making a call. (Especially when I am literally sitting in a client's driveway and can't risk returning a phone call and getting "trapped" on the phone)
This won't help with new clients or last minute calls, but for all of the others it is great!! PLUS I HAVE WRITTEN RECORDS OF THEIR SCHEDULE REQUESTS--this really helps when there is a misunderstanding with the timing of their appt.

 

[Haruhi-X]

Oh, I had a thought while driving into the office this morning...

Since I am a bit anti-online scheduler and anti-technology in a way as well, I can't say if that would be a good option. Anything that is new technology seems to make me nervous, even though I am sure it maximizes capabilities. I didn't get a new cell phone for about 5 years, until mine fractured all over, because I didn't want one with extras... you know a camera and such. Unfortunately, once mine bit the dust, the minimal phone you get has a camera and such on it. Pooh!

So, here's my not so techie idea. How about going to the local high school and utilizing a student from one of those co-op classes? I don't know if they even have them anymore, but when we were in school you could get credit for working in an office if you were in that work-study type program. Maybe just late afternoons with a student for an hour or two returning phone calls would make your life much nicer. And, they could help you change sheets between clients.

t079

 

[Dream Girl]

Oh, I had a thought while driving into the office this morning...
So, here's my not so techie idea. How about going to the local high school and utilizing a student from one of those co-op classes? I don't know if they even have them anymore, but when we were in school you could get credit for working in an office if you were in that work-study type program. Maybe just late afternoons with a student for an hour or two returning phone calls would make your life much nicer. And, they could help you change sheets between clients.

t079

seriously pueppi, you are a freakin' genius! we had these sort of jobs when i was in school too! i wonder if they still do that and how they set that up. i will make a call tomorrow (well, i'll try : you know me and the phone! ). i think this is something that may be a great arrangement for me! i do just need something to take the pressure off. i'll let you know what the high school says. thanks again for being such a smartie!

 

[Baki]

I also have thought about an online scheduler. One idea I had if I did go with it was to only have a limited amount of appointments available for the online schedule. For example I would have opened Tuesday/Thursday from 11-3 and allow them to book those times online. That would allow me to schedule my appointments without having to worry about double booking but still allow clients to schedule if they wanted to skip the phone eforum.xxx game.

absolutely. this is what i do as well. i have a personal schedule that i use, set up thru outlook and i just transfer what i book online to it. i sync that to my blackjack. so when i'm out and about, i always have my cell with me that has my private schedule on it. my regulars KNOW that if they can't find something online they can call/email and i can find a place for them that the general public can't see.

i can hear the stress in your post and please know that everything you said is also something that i struggle with. i can't afford a receptionist, so i feel like i have no choice but to have the online scheduler. and my clients absolutely love it - even the regular ones. probably 3-4x/week i wake up to appointments that "betty" has made, every week for the next 10 (b/c she buys packages), or some other client. and these are clients who've been with me for years - "betty" has been with me for 6. and, the system i just switched to does instant g/cs with no fee taken out, and keeps track of the package/g/c purchases so if someone books who has one of those it automatically redeems it for me. it has really cut my stress level down quite a bit.

don't discount the suggestion to block out time to return calls though. i know how crazy your schedule must be, and i know how crazy mine is too. i've been doing medical testing since sunday because, probably due to stress, i had some pretty significant heart activity on sunday - at 30 years old. i'm having to seriously reevaluate the way i do things, and that suggestion is one thing that i must implement into my schedule.

good luck with whatever you decide! here lately, technology is a very good friend of mine!
amanda

thank you both for your thoughts. i hadn't really thought about shortening the availability. it's a great idea.

makingachange, i can see how your clients would love it. i occasionally get massages at a place that has an online scheduler and i love booking my appointment like that with them. sorry to hear about your healthy issues. hopefully it's just stress and you can find a way to manage it. i can feel the stress taking over too. i have a tightening that i just can't shake. i am usually a very laid back and relaxed person so this stress stuff that i can't manage is new to me & i don't like it!

 

[Fezzie]

Have you ever considered using your email more?
I bought a smart phone last year with access to my emails 24/7. Most of my clients love using email systems and I have strongly encouraged them to try to reach me this way.
It works, I would say, 90% of the time. I have even had new clients contact me this way.
I can return an email or text so much faster than making a call. (Especially when I am literally sitting in a client's driveway and can't risk returning a phone call and getting "trapped" on the phone)
This won't help with new clients or last minute calls, but for all of the others it is great!! PLUS I HAVE WRITTEN RECORDS OF THEIR SCHEDULE REQUESTS--this really helps when there is a misunderstanding with the timing of their appt.

unfortunately i think i'm even worse with email than i am with the phone! yikes. i've got issues. actually, i'm not always near a computer and when i am, i don't always have my book with me. i'm thinking if i do the online scheduler, i'll be better with email because i'll have to make sure i'm on the computer more. and the bonus is that i can confirm appointments too (via email). that's a big bonus! i thought about getting a phone that has email and a scheduler and stuff but i'm like pueppi when it comes to that stuff. i like to have a phone so i can talk on it and that's it. thanks for the email suggestion, fear of getting "trapped" on the phone is one of the reasons i don't make phone calls when i should!

 

[cutiee:)]

i think i'm even worse with email than i am with the phone! yikes. i've got issues.

Oh god, I do NOT like scheduling via email either. I don't know what the answer is for you but I sympathize.

 

[Nikk]

i get quite a few phone calls and occasionally i don't return them. i don't do that on purpose, but sometimes it happens. i always try to call people back but if it's someone from out of town, sounds creepy, can't get them in during the time they specified i just don't. sometimes there's really not even a reason i don't call them back, i just get too busy and i over look it. i don't want to do this.

I have this same problem as well. I don't get back to people for many of the reasons as the original poster stated. I also don't like to be on the phone and never did, and also because at the end of the day, the last thing I want to do is get on the phone and work some more.

It is such a relief to hear I'm not the only one who is struggling with phone issues you two mention!! It seems like there's calls that are worthless to return if they're from out of town or asking for a specific time and only that time and I don't have that time available, but then later I worry that maybe I should have touched base to say I received that call, just as a courtesy...or any number of things that result in calls of varying degrees of importance slipping through the cracks. And that slightly embarrassing fact that I just don't like being on the phone, period. Not even to talk to friends and family, I just don't like holding a phone to my ear for any amount of time, and leaving messages can be awkward! I don't answer the phone when in the car, and if I have to run from one side of my home to the other to find my phone I'll probably miss the call, and that's even if I drop whatever I'm doing.

Checking messages stinks. Hate it. So many sales calls to weed through, both in messages and answering my phone. No, I don't want to advertise in your directory, too. No, I'm happy with my credit card processing. Yeah right I'll call you back when my practice "ready for more clients" (ha).

I like online scheduling. I wish more of my clients did it that way. This past week I spoke to the same man (whose first language is not English) maybe 5+ times over the phone before finally finding a time suitable for an appointment for his wife. Eek.

I don't like email scheduling, though. I like that I can click "accept" for an appointment without sending a reply email unless there's a reason I need to! Professional enthusiastic small talk in emails...ick. "I look forward to seeing you!" gets old.

Wow, I was really in a complain-y mood!

 

[Pete]

I call everyone back. Including missed calls that don't leave a message! I guess I am just not busy enough yet to blow anyone off. I have even found that business's that I thought where trying to sell me something actually wanted to schedule massage for their office. I don't want the online schedule because then that would be another thing to check. But I do have people who e-mail me with the Spa Boom option. But I check my e-mail a lot so its okay and doesn't happen that often. For me, if I call someone and they don't return my call i figure they don't need my business and move on. Sounds like your schedule is pretty full, so maybe you could just put on your VM something to the effect of " there are no same day appointments available and I check these messages at 4 pm" or something like that. Just really limit and define how often you will give call backs. Good luck and man I can't wait to be in your situation!!

ps. with the creepy thing. go with gut on that one. you will always be right if you are getting that vibe.

 

[I Love Jesus_32]

i think i'm even worse with email than i am with the phone! yikes. i've got issues.

...I do NOT like scheduling via email either.

If this helps anyone - from my website:

• Please do not use e-mail to change or cancel appointments.
  
  Due to our busy schedule it may take up to 14 days to receive a response. However, contacting us by phone always ensures a quicker response.

Mainly the 14 days is there to seriously discourage people trying to contact me via e-mail, as I very rarely check it.

I call everyone back. Including missed calls that don't leave a message!

Another interesting note - at least to me... is that I don't have caller ID and many callers do assume that I do. So, if they don't leave a phone number, they don't get a call back. It is also sort of like opening a gift every time the phone rings. I never know who it will be and usually I am excited to find out.

But, what I find is that some people sort of expect you to call them back if they don't leave a message, at least it seems that way. It's something I would not have expected. On occasion I'll get a phone call that will say something along the lines of "well, I called earlier but hung up because I knew you'd be in session and would call me back later." It always strikes me as odd, but to each their own. That's when I tell them, I don't have caller ID. Same thing happens when someone calls assuming I have it and doesn't tell me their name. I ask and they act like I should know. It takes a while to get the new folks on board with my "outdated" phone.

Just rambling.... *hehe*

 

[Needfulthings]

slightly hijacking here, but....I have never called people back who don't leave messages. Its my cell phone and I see their number, but if someone called me back when I didn't leave a message I would consider it soliciting. So I'm glad to read this thread and know that maybe not everyone feels that way! But surely some must....so how do I know who to call back and who not to? Maybe I should just put on my voicemail "if you do not leave a message, you will not get a return call." hmph.

 

[Dave]

slightly hijacking here, but....I have never called people back who don't leave messages. Its my cell phone and I see their number, but if someone called me back when I didn't leave a message I would consider it soliciting. So I'm glad to read this thread and know that maybe not everyone feels that way! But surely some must....so how do I know who to call back and who not to? Maybe I should just put on my voicemail "if you do not leave a message, you will not get a return call." hmph.

ITA... i've never felt comfortable doing that unless it's for my mother or sister. or husband. in the professional world, it isn't right for me.

amanda