5 Awesome Ways to Make Sure Your Clients Always Turn Up!
18th Nov 20
Hmmm, ways to make sure your clients turns up! You don’t need us to tell you attracting and retaining clients is one of the most important things you can do to make your business a success.
Yet, making sure your clients come back and don’t forget appointments once booked can be a major headache, cant it? Clients naturally forget, cancel late or are tempted by offers elsewhere. Sadly, there’s nothing you can do to prevent this happening completely. It’s not all doom and gloom. With a few tweaks and the right attitude you can turn those no-shows around. Plus, change late
cancellations and defecting clients from a major problem into a minor problem instead.
Cut out human error & help clients turn up
It’s so easy to forget an appointment when you’re ultra-busy trying to remember ten things at once. So, why not make it easier by reminding your regulars that they have a session booked. There’s a whole list of apps and software options. Ranging from basic and free to the apps that organise your entire business for you. Just find an option that suits you and get it installed.
Remember to ask clients what their preferred communication method is; some will prefer an email reminder, but others never check their inbox and a text is better. Some people like a call, and if that fits in nicely for you, try offering that too. Let’s be honest if it stops your clients missing appointments through sheer forgetfulness, it’s worth a few minutes effort wouldn’t you agree?
Give your regulars a reason to book you – again
Without a shadow of a doubt the best clients are your regulars; creatures of habit who return time and time again just because they know you and appreciate what you do. The other type of clients you may unfortunately have on your books are the ones always on the lookout for a great deal. You know who we mean; the types that want everything dead cheap and love a bargain.
Don’t worry too much about keeping hold of these flighty clients, as they’ll probably never become your star client! Focus on those wonderful loyal clients who come back weekly or monthly – and even those who only pop in once or twice a year. Loyalty cards and membership bonuses are a great way to encourage repeat bookings from the clients who love what you do, and even tempt clients back in who book occasionally.
Discounted prices are also a tactic, but be mindful that they tend only to attract the kind of client who will book once and not bother with you again. You need to ask yourself; do you want a quick buck or loyal custom?
Make it easy to rebook
Don’t let this one pass you by; always ask your clients if they want to book their next appointment before they leave –people like the convenience of booking on the spot and not having to think about it. Backed up with a text or email reminder, it requires very little effort on either of your part and makes sure that the appointment is secured and hard to forget! Result!
Get to know your clients
People buy from people, it’s a well-known marketing rule. Your clients book a service with YOU because they love what you do, and because of the way you make them feel. Spend a little time getting to know your clients, and not just their therapy preferences or health background. Find out a bit about their lives, who they are, what they do and like. Show a real interest in their lives and truly get to know them.
This also means learning to tell when a client is a private person and doesn’t want to talk about their private life, too. If you tailor what you offer to the client and give them exactly what they came for every time, they’ll look forward to their appointments so much that forgetting or cancelling them won’t be an option.
Be clear about cancellations
Even with the best intentions, there will always be no-shows and last-minute cancellations. A strict or harsh cancellation policy isn’t going to do you any favours, as there are times when missing a session is unfortunately totally unavoidable by loyal clients. However, we totally get that something is needed to manage those clients that are well known for no-shows. If it’s happening too often, introduce a refundable booking fee that gets forfeited if the appointment is cancelled with less than 24 hours’ notice. You can waive it if there’s a good reason, but it acts as a deterrent for those who have no idea or consideration of the hassle it causes when they just don’t turn up.