Confirmations in 60 Seconds

•The Cost of a No-Show: It's not just the lost revenue. It's the wasted windshield time and the opportunity cost of not booking a paying customer in that slot.
•The Rule of 3: You need three touchpoints. 1. Immediate Booking Confirmation. 2. 24-Hour Reminder. 3. 'On My Way' Notification.
•Channel Mix: Use Email for details (receipts, prep instructions) and SMS for alerts (time, date). Don't rely on just one.
•Two-Way Logic: ask for a 'Y' reply. If they don't reply 'Y' within 2 hours of the appointment, call them manually.
•The 'Bio' Boost: Include a photo of the technician in the 'On My Way' text. It builds safety and trust ($100 tip: Use high-quality headshots).

You did the hard work. You paid for the lead, answered the call, and booked the appointment.

Then your technician drives 30 minutes, knocks on the door, and... silence.

The customer forgot. Or they hired someone else and didn't tell you.

No-Shows are the silent profit killer of service businesses. A 10% no-show rate can destroy your net margin.

The solution is not "hope." The solution is an Automated Nudge System.

The 3-Step Confirmation Cadence

Timing: 0 seconds after booking.
Channel: Email + SMS.
Message: "You are confirmed for [Date] at [Time]. Your technician is [Name]. Add to Calendar link."
Goal: Locking reality. Until they see it in writing, it's not real.

Timing: 24 hours before.
Channel: SMS.
Message: "Hi [Name], seeing you tomorrow at [Time] for your [Service]. unexpected change? Reply RESCHEDULE."
Goal: Filter failures early. If they need to cancel, you want to know today so you can fill the slot with a waiting list customer.

Timing: When tech clicks "Dispatch" in ServiceTitan/Housecall Pro.
Channel: SMS.
Message: "Mike is on the way! He will be there in ~20 mins. View his profile here: [Link]."
Goal: Safety and readiness. The customer unlocks the gate and puts the dog away.

Reducing "Ghost" Appointments

Some customers book and then ghost.

The "Confirm to Keep" Policy: For high-demand slots (e.g., Saturday morning), implement a strict policy:

"We require a confirmation reply by 5 PM Friday. If not confirmed, we may release the slot."

This sounds harsh, but it trains customers to respect your time. (Use this carefully).

Calendar Link: Does your confirmation email have an "Add to Google/Apple Calendar" button? (Reduces forgetfulness by 50%).
Tech Photos: Are your tech profiles updated? A blurry selfie destroys trust.
Reply Monitoring: Who sees the "I need to cancel" reply? Ensure it routes to Dispatch, not a no-reply inbox.

[!CAUTION] Over-Communication Don't send 10 texts. "Confirmed." "Still on?" "Really?" "Please reply." That is harassment. Stick to the Rule of 3.

Vague Windows: "We will be there between 8 AM and 4 PM." This is 2024, not 1990. Customers hate this. Give <2 hour windows or precise "On My Way" alerts.
No Reschedule Option: If you don't give them an easy way to reschedule, they will just ghost you. Make it easy to pivot.

Q: Should I use automated calls (Robocalls)? A: No. People don't answer unknown numbers. SMS gets read 98% of the time.

Q: What if they don't have a cell phone? A: Your CRM should flag "Landline Only." For these, you must make a manual reminder call 24 hours prior.

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