How to recover No Shows For Your Home Service Business

1. Prevent The No-Shows

Now, i know this one was obvious.

Just prevent the no show appointments and you’ll never have to recover them – the guru

But sometimes living in your own bubble can have you thinking you’re doing it all right when you really aren’t.

Here’s a crucial step from a marketer that we see most Home Service Businesses missing and should fix before even considering making a no-show recovery process.

Makeing sure you have enough follow ups

Most home service businesses think they’re reminding the homeowner enough about the appointment but the truth is, one reminder the day before and the day of won’t cut it. . .

Remind the homeowner 7 days before, 3 days before, 1 day before, 3 hours before, 1 hour before, & 15 minutes before.

This gets out client’s a solid 90% ish percent show rate simply because of the sheer amount of follow ups.

But here’s another fun fact. In the 1.5 years that this business has been around; we haven’t had someone cancel their appointment because the reminders were too much.

In fact, they just have a higher likelihood of letting us know they won’t be able to make it, BECAUSE THEY REMEMBER THE APPOINTMENT.

See, nowadays there is so many things a homeowner or just regular adult has taking their attention.

Kids, Bills, Economy, shortform content, etc.

Remembering their 4pm appointment with John from XYZ Roofing just wasn’t on the top of the list in their mind or might have been, but just completely forgot.

2. Here’s The No-Show Recovery Process

First make sure you have some sort of way of automating this so you don’t have to have people going back and forth to find out who’s in charge of the lead now that it no-showed.

When the appointment ends make sure that there is a way to automatically collect if the appointment even answered the door or not, then from there begin the process:

Message the homeowner once a day for 3-5 days without sounding needy and desperate.

Messages like : “Hey John I saw we didn’t get to see each other on Tuesday for your free roof inspection, did you get any of the appointment reminders?”

    (Even if you know they did, just double check)

“Hey Amy, I saw you weren’t able to be there for the full shower replacement on Monday. You were still looking for a quote on replacing the whole shower right?”

   (Just checking . . . )

Then from here make sure you give calls alongside the messages, it’s really important that you at least call that same day to let them know they missed the appointment and you’d feel free to reschedule them the following day.

The fast the reschedule the better.

3. Also Don’t Take It Personal

Things happen, even though you drove 10 miles to just to give them a quote they are still human too and sometimes don’t show.

If you proceed to yell at them, berate them, or say nasty things to them you’ll not only get an angry customer with potentially a 1 star review . . .

You may also experience the negative word of mouth effect.

Quick question: How likely are you to tell your friends about a good experience?

                              Now how likely are you to tell your friends about the time the contractor yelled at you over the phone for missing an appointment?

Now it makes sense why we recommend you to not take it personal.

The 80 year old woman who is just trying to get a walk in tub is no less human than you even if you spent $40 on gas that day.