Effective booking practices are extremely important to successful operations in the center. Afterall, our goal is not just to speak with potential clients over the phone, we want to actually see them in the center. Though appointment scheduling seems like a pretty simple endeavor, I hear everyday that it’s a struggle to get callers to book over the phone. The solution that some centers have grabbed ahold of is that of online scheduling. As more centers adopt digital solutions, online self-scheduling has become increasingly popular, offering clients the convenience of booking appointments at any time. However, this convenience comes with unique challenges that need to be addressed to maintain a high standard of client care.
The Convenience and Challenges of Online Self-Scheduling
Online self-scheduling offers several benefits for clients, including the ability to book appointments at their own convenience, without needing to call during office hours. This flexibility is particularly valuable for clients who may have busy schedules, work irregular hours, or feel it’s more comfortable handling appointments online versus having an awkward conversation. It allows them to choose a time that works best for them, giving them greater control over their schedule.
However, the convenience of online self-scheduling can also lead to potential issues. Without direct interaction with a staff member, clients may not fully understand what to expect from their appointment or what preparations they need to make. Additionally, the ease of booking online may result in a higher likelihood of no-shows, as clients may feel less committed to an appointment they scheduled themselves.
To address these challenges, it’s essential to implement a robust follow-up system that ensures clients are well-informed, feel supported, and are reminded of their upcoming appointments.
Implementing a Robust Follow-Up System
A well-structured follow-up process is key to bridging the gap between the convenience of online self-scheduling and the need for personalized client care. By keeping clients informed and engaged from the moment they book their appointment, your center can reduce no-shows and enhance the overall client experience.
Immediate Confirmation and Setting Expectations
As soon as a client books an appointment online, an immediate follow-up message should be sent via text or email. This message should serve as a confirmation and provide the following critical information:
Appointment Details: Clearly outline what the client can expect during their appointment, including the services that will be provided, estimated duration of their visit and who is welcome to join them. For example, they may want to know that they can expect to be with you for an hour and that while a significant other is welcome to join it is suggested that children not come because of the sensitive nature of the discussion.
Online Intake: Sending a simple online intake form for her to fill out will help her to confirm the appointment and give you necessary information before her appointment time. For example you might consider obtaining basic contact information, pregnancy intentions and minor health history such as LMP, number of pregnancies and substance use.
What Not to Expect: Managing expectations is just as important as informing clients about what will happen. Let clients know what services are and are not included in this appointment.
For instance you might remind them that the appointment is for an options consultation and pregnancy confirmation but that they will not be receiving any medications or surgical procedures.
What to Bring: Specify any documents, identification, or personal items that the client needs to bring with them to the appointment.
For instance you might let them know that they should bring a photo ID but since the visit is free, they don't need to worry about an insurance card or payment method.
Directions and Parking Information: Provide an address and a link for directions to the center and information about parking to reduce any potential stress on the day of the appointment.
For example you might consider sending a link to Google maps and even a photo of the building if you are in a larger city.
Cancellation or Rescheduling: Offer clear instructions on how clients can cancel or reschedule their appointment if necessary. Simplifying this process helps reduce the likelihood of no-shows, as clients are more likely to communicate changes rather than simply not showing up.
For example you might offer that she can let you know if she has any further questions or that she can text anytime if she needs to make a change.
This immediate follow-up message not only reassures the client that their appointment has been successfully booked but also sets clear expectations, helping them feel more prepared and committed.
To streamline this approach, you may consider setting up auto replies to be sent out via text and even adding a “Your Appointment” page to your website that a simple link can be sent to.
Conclusion
Smart scheduling practices are not just about filling the calendar—they are about ensuring that every client feels supported, informed, and confident as they take the important step of visiting your center, while also ensuring that your staff is well-prepared and equipped with the necessary information to provide the best possible care when she arrives.
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