How To Increase Appointment Attendances

So you've got people booking in appointments with you, or your team, so that you can help them and then try to convert them to become customers. Great.

They're booking it in either for a telephone call… they're booking in for a Zoom meeting… or they're booking in for some sort of strategy session or some sort of sales call with you so that you can take them to the next level.

They're committing to spending some time with you so that you can create a plan so that they can either become a customer where you can help them in their business or their life or whatever your business might be about.

That’s great. Well done!

Now, it doesn't matter if you're a service-based business, if you're trying to sell a high ticket product… it doesn't matter what sort of business it is. The fact is, you're going to be facing the same problem.

And that is that a lot of the people who are booking in for these calls - or these sessions or this time with you - they're just not turning up. It’s frustrating, right?

Would you like to know how to change this?

If so, watch the content-filled video below for an explanation on why this is happening and, more importantly, what you can do to encourage people to attend the appointments, as scheduled:

Now there's two parts to the problem.

1. The first part to the problem is the reminders that we're sending out.

2. And then the second part of the problem is maybe they don't have enough trust in us yet to spend that time with us. They have enough trust to commit to it, and then they don't have the trust for them to spend time with us.

The thing I want to talk about today is the follow-up and reminders for it at this point in time. We'll come to the trust building phase and the trust building component of that later.

See, we rely on emails at the moment. Traditionally, we rely on emails to be the reminders for us.

Emails have a 19% to 20% open rate and a 2% click through rate on average. And yet we're relying on emails to send the reminders to get people to turn up to our appointments.

What's the problem here?

Yeah… it's pretty low stats isn’t it?

I'm going to suggest that you introduce SMS into your appointment follow-up, okay?

SMS has a 98% open rate and 90% of those are read in the first 30 seconds.

Plus SMS has a 29% click-through rate.

And in actual fact, we probably don't need to worry about the click through rate for SMS’s for appointments, unless they're clicking through to get onto a Zoom call or something like that with you.

So email is 19 to 20% and a 2% click through rate. SMS is 98% open rate with 90% of those in the first 30 seconds and a 29% click-through rate.

So it makes sense, doesn't it, to use SMS in our follow-up process to get people to turn up to their appointments?

Here are some more stats for you from voicesage.com:

  • On average, 158 minutes a day are spent on someone's smartphone. So people are more likely to be committing to the reminders on their smartphone or tablet.
  • 64% of people prefer text over voice as a customer service channel. So text is a good way to follow up with them… 100%.
  • 91% of Australians find the SMS appointment reminders useful and helpful to get them to where they need to be.
  • And then introducing SMS to this appointment follow-up process can reduce missed appointments by up to 80%... if you do them properly.

So what do you think you need to do?

You need to introduce SMS into your appointment process.

So the first thing we're going to do is we're going to send an SMS confirmation.

When someone books, an SMS goes out straight away. If you have the facility to do so, have an “Add to Calendar” button inside the SMS.

The next thing we're going to do is we're going to do a one day reminder – a 24-hour reminder before the appointment.

Then we're going to do a one hour reminder before the appointment.

And a 15-minute reminder.

The 15-minute reminder is especially if we want them to click through on a link to come along to the appointment.

So to recap, we're going to do a confirmation, then reminders one day before, one hour before and 15 minutes before to increase the attendance at your appointments and get more people coming along so that you can either deliver to them what you need to or try and convert them into being customers.

It’s as simple as that.

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