How to increase health clinic bookings and stop no shows

Dec 13, 2019

OK, so you may have an allied health clinic or physio or fitness studio bubbling away on your newly purchased Better Clinics software – congratulations your bookings are in good hands!

Whether you are running a Physiotherapist clinic or any similar business which requires bookings to be made by clients, ensuring you have a full schedule is key to your success. Preventing this success are the constant spectres of no-shows, missed bookings and disappointing booking numbers.

While building a base of clients is integral to a flow of work to keep your business healthy, repeat customers and a dependable roster are just as important.

Using modern booking software like Better Clinics, how do you go about reducing no shows?

Embrace SMS!

SMS is your secret weapon for reminders specifically – it’s old school and still the best.

The power of SMS has been strangely forgotten in today’s storm of communication apps. Although effective emails can be sent from your booking software, it is far better to be using SMS specifically for reminders. For you see…

  • An email reminder has a very low open rate – sometimes in the single digit percentile.
  • SMS however has a virtually 100% chance of being opened and read.
  • SMS is also the quickest method and can be automated.

Your first step is to simply jump into your software and set up automated ‘set and forget’ SMS reminders for all of your clients. It is estimated the quick and easy sms reminder can decrease no shows by 50%. After all, have you ever had an appointment you only remembered because of a buzz in your pocket? We all have.

Email is your next best friend

Email plays second fiddle when it comes to reminders but comes up trumps when it comes to increasing bookings.

It is very important to grab as many contact details as possible when you set up your clients initially, including email and of course their phone numbers. As with your SMS reminders being automated in your Better Clinics software, you should also be automating emails, but not for reminders.

Once an appointment is made, ensure you have setup an attractive and warm email confirmation complete with invoice and all the contact details they need.

It’s also a great opportunity to include discount offers, group offers, or provide links to your social channels, blogs and newsletters. All of this adds up to a more engaged and satisfied client, fully equipped and informed ready to re-book your services.

Offer appointment packages to increase client volume

To keep the numbers rolling through your door, think forwardly and offer a package of appointments up front for a discount.

With software like Better Clinics you have the option to offer, lets say 10 physio sessions or remedial massages. This has the obvious benefit of locked in and dependable client volume and cashflow.

By doing so, you can not only lock them into a commitment which you can bank on, you also have the advantage of taking payment upfront in a single invoice. The no shows will be essentially eliminated and there is no penalty for you if they do stop showing up.

Furthermore, it’s a great chance to increase customer satisfaction by providing discounts on your services to save them cash. It’s a win-win.

Seriously up your website game

Another imperative way to increase traffic, loyalty, cashflow and bookings is to dominate your website game.

Firstly, make your booking page the first thing your client sees on your website.

It’s hard to imagine a bookings-based business that should not have their booking form or button link dead front and centre on their landing page. Make it pop and make sure it conforms to your brand guidelines.

The point of your site, if you take bookings, is to do exactly that first and foremost. Good UX (User Experience) means the least clicks possible to the end goal – a completed booking form. To boost booking rates, ensure you have the least amount of clicks possible to make a booking and make sure to craft a smooth and attractive experience.

Don’t worry about ancillary information like contact details, offerings, about us or customer success stories – these play second fiddle to the all important goal of getting those click throughs to your booking page.

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