Getting customers to book in regular appointments

[SantaOnFanta]

Just wondering if anyone had any tips... I work where customers are recommended to book in regular appointments. All appointments can be booked online to make things super easy for them. But I find a handful either keep forgetting or don't bother and then disappear.

Is there a way to make it easier for people to book in regular appointments?

Text them to remind them? That works with me but there could be any number of reasons why they don't book regularly- child care, other plans etc

Have you considered that they don't actually want to rebook?

The places I go where regular appointments are required I always book as I leave for the next one. Is that an option?

Maybe they don't want regular appointments, is the obvious answer. Is it an free and essential service (ie healthcare)? If not then I think you need to accept that people aren't booking because they don't want to.

What ages are your clients? If older generation online is scary? Could you ask them at end of appointment if they’d like to book next appointment immediately?

I think that's a good idea, I can book appointments in for them, I may ask when they leave.

I realise that some may not wish to come again due to expenses or a million other reasons. I do not pressurise anyone.

Could it be that they just don't want to commit far in advance? Not saying it's the same, but I get my nails done quite regularly but prefer to book a few days in advance. I wouldn't want to book the next appointment straight after the last one.

I always have eyebrows and lashes done every 4 weeks so as I leave I book the next one, or two.
Much like booking dental hygienist every 3 months and dentist every 6.

Not sure what sort of business you are in but my beauty place sends regular email newsletters saying what’s new etc and saying what the appointment situation is.

Also IG is a good way of letting people know what appointments are available or just general reminders to book etc

Ask them to rebook at the end of an appointment - but beware if you specify how often you think they need to come, in case that's an issue.

As an example my hairdresser always suggests booking for 6 weeks time, and gives no other options, tells me that's what I need. But the thing is, I don't want or need (or can afford) to go then - every three months is just fine. So we do this annoying thing where I book 6 weeks, cancel the week before, then rebook for a further 6 weeks (ie 3 months) and at my appointment she chastises me for not going often enough and I pretend to be sorry.

If she just said, when do you want to come and accepted my view as a paying customer, I'd feel far more comfortable.

Do you offer a financial incentive to book a bundle?

You book them back in at the end of their session. With the proviso that explaining WHY it’s important to have regular appointments has been done.

Make it easy for them to cancel if they need to (online - within some clear parameters, eg no later than 48h before appointment) so they don’t feel ‘trapped’ (aka I have no idea what I will do in 3 weeks time).

If that service is very busy, remind them of that (in a gentle way, not forceful)

If they prefer to wait etc then leave them be.

If a not so small group of people just dint, then you need to ask yourself what is not right for them with the service (I imagine you are talking about something like an osteopath)

Also totally agree with the fact you need to have a chat with them about what the frequency that would work best for them is.

You might think every 2 weeks is what is needed (or every 6 or whatever). They might be able to do it (many reasons, not just financials such as organising childcare, work hours etc….). You need to work WITH them rather than impose what you think is best oyswim.

Thank you, there were some very useful comments and things to consider here.

Are you something like a dentist or something like a hairdresser?

If the former then it's perfectly fine to ask them at their appt if they'd like to book and to text or email them.
If the latter then it's not appropriate to expect them to make a regular booking or to try to push that.

@IncompleteSenten my hairdresser always offers to rebook I can't imagine why you think it's inappropriate.

If it’s healthcare then I’d be happy to rebook at the point of leaving. For anything that’s luxury like hair or beauty, I’d rather wait far longer than the recommended time to save money and have it done to coincide with a special occasion.

A lot of beauty treatments have regular intervals because of maintenance, so it depends what it is really.

I never book appointments ahead as I do not know what I’ll be doing 3-6 months in advance. I prefer to book a week ahead and if they can’t accommodate me, I’ll go elsewhere

I book my nails at the end of my appointment for around 3-4 weeks time. I live directly on my iPhone calendar so I'm always very organised.

It’s ok to book a week ahead for some stuff but doesn’t work for the dentist and other medical stuff.

I go to a beauty place I trust and like so I wouldn’t wish to go anywhere else. Booking 4 weeks ahead suits me, they send a text reminder the day before.

I NEVER book appointments in advance but this is because my schedule is different every week (I only get 4 weeks notice).

yes there are many reasons why people don’t want to tie themselves down.

I do this. Are people rebooking when asked? I'd they're not I would suggest it's because they don't want to. When I'm asked, I politely decline if I'm not that happy with the service