You would be right if you thought no-shows are just a part of the sales process. There is nothing more infuriating than wasting time on a potential client only to have them ghost you without a head’s up. Emergencies are the reason it is impossible to avoid no-shows Do not come to your own conclusions or assume why they may have left you in the dark. Instead, make the time just as valuable as the meeting would have been.
Below are a few tips on how to handle No-Shows and Missed Appointments:
Make a call.
Accept the issue that you do not know everything about the prospect. It is likely that the meeting was unattended because something came up. Simply pick up the phone at the time of the missed appointment. Leave a message, if they do not answer. Verbally recite the time and date of the agreed meeting. Close the phone call with an opportunity to reschedule at their convenience.
If this was not the first time for the customer, accept the fact they may be avoiding the invitations because they are simply not interested or circumstances have changed. It is always a good idea to make note of clients that frequently cancel or no show. Make sure if you have a no show and cancellation policy that it is displayed on your website and on your messaging service to improve customer awareness.
Email or Text.
Any form of communication provides a value to a prospect. Even if they didn’t answer the phone or the door, pretend that they did. Consider the information that would have been covered. Offering education on your product or services could get them up to speed on what they missed during a visit. By providing unexpected information, it will reinforce why showing up is crucial. Consider giving them something for free, such as a relevant study or article that includes company content.
Email and texts are considerably more effective than traditional phone calls and voicemails.
If you currently do not send text-message or email reminders, it may make sense to start considering it as a communication option. Giving the client complete control over scheduling or rescheduling by allowing them to set the appointment themselves may also be a prevention tactic worth considering.
Just because your prospect did not show, does not mean someone that is home or available in the area is not interested in your service or product. Take notice of potential projects or consumers nearby. If door-door sales are not your cup of tea, no worries. Simply have flyers, promotions, or business cards on hand to delegate to your surroundings.
Are there any open quotes close to the meeting? Call the client and bring the client back into play.
Does the neighborhood look familiar? Is a project or service your company is providing that you helped secure nearby? Check it out. Following up with closed sales form a relationship with the consumer that easily generates positive feedback. In sales, this is also called elevation. You are elevating your “transaction” to an “interaction.”
It is impossible to avoid no-shows. Regardless of an effort to prevent no-shows, you must assume they will continue. Anticipate the opportunity to re-direct the sale when an appointment falls through. Know exactly how you are going to spend time from cancellation or delay. Give the tips outlined above some time to become part of your no show journey.