Reminders, cancellations and no-shows

An empty chair is the most expensive thing in an appointment business, because the time cannot be sold twice. Almost all of the fix is telling people in time and making it easy for them to tell you.

The confirmation

Every client gets an email as soon as the appointment is made: what, with whom, when, where, and a link that lets them cancel or change without calling.

The reminder

A reminder goes out the day before with the same details and the same link. Most clients who cannot make it say so at that moment — which is exactly when you can still fill the slot.

The cancellation deadline

Panel Appointments Settings Cancellation deadline

Set how close to the appointment a client may still cancel themselves. After that the link tells them to call you instead — which is the right outcome, because at that point it is a conversation, not a form.

When they do not arrive

• Mark the appointment as a no-show rather than deleting it, or the number is meaningless.
• Look at the rate per specialist as well as overall — one column much higher than the others is usually a scheduling problem, not a client problem.
• Repeat offenders show up as a phone number you recognize. Many salons call to confirm before the first appointment after a no-show.