Efficiency – Case Study

Reducing No-Show Rates in an Appointment-Based Business from 30% to 2%

An appointment-based business struggled with high no-show rates (30%), leading to wasted employee time and inefficiencies

a phone and money on a white surface

PROBLEM

  • Associates sat idle when clients didn’t show up.
  • The business still had to pay wages for unproductive hours.
  • Missed appointments meant lost commissions, leaving employees frustrated with overall compensation.
  • Clients treated appointments casually, lowering their perceived value.

PROBLEM

  • Associates sat idle when clients didn’t show up.
  • The business still had to pay wages for unproductive hours.
  • Missed appointments meant lost commissions, leaving employees frustrated with overall compensation.
  • Clients treated appointments casually, lowering their perceived value.
  • Clients had no meaningful commitment, leading to high no-show rates and low accountability.
  • A small monetary requirement could significantly improve follow-through and reduce no-shows.
  • To avoid losing volume, the solution needed to be low-cost and easy to implement.
  • A deposit would increase the perceived importance of the appointment.
  • It would also elevate the perceived value of the associates—framing them as professionals worth paying to see.

DISCOVERY

  • Clients had no meaningful commitment, leading to high no-show rates and low accountability.
  • A small monetary requirement could significantly improve follow-through and reduce no-shows.
  • To avoid losing volume, the solution needed to be low-cost and easy to implement.
  • A deposit would increase the perceived importance of the appointment.
  • It would also elevate the perceived value of the associates—framing them as professionals worth paying to see.

DISCOVERY

SOLUTION

  • Introduce a $20 refundable deposit required to book an appointment.
  • Refund the deposit if the client shows up or cancels with at least 24 hours’ notice.
  • Forfeit the deposit for late cancellations or no-shows.
  • Allow the deposit to be applied as a credit toward a purchase, creating a seamless client experience and sales incentive.
  • Position the policy as a way to respect everyone’s time—clients, associates, and other waiting customers.

SOLUTION

  • Introduce a $20 refundable deposit required to book an appointment.
  • Refund the deposit if the client shows up or cancels with at least 24 hours’ notice.
  • Forfeit the deposit for late cancellations or no-shows.
  • Allow the deposit to be applied as a credit toward a purchase, creating a seamless client experience and sales incentive.
  • Position the policy as a way to respect everyone’s time—clients, associates, and other waiting customers.
  • Integrated the deposit requirement into the existing scheduling and payment software.
  • Created a simple process for associates to either refund the $20 or apply it as a credit in case of a sale.
  • Trained associates to clearly communicate the policy and its benefits during appointment booking.
  • Updated confirmations and reminders to reinforce the new system and expectations.
  • Monitored client response, no-show trends, and associate feedback to fine-tune messaging and ensure a smooth rollout.

IMPLEMENTATION

IMPLEMENTATION

  • Integrated the deposit requirement into the existing scheduling and payment software.
  • Created a simple process for associates to either refund the $20 or apply it as a credit in case of a sale.
  • Trained associates to clearly communicate the policy and its benefits during appointment booking.
  • Updated confirmations and reminders to reinforce the new system and expectations.
  • Monitored client response, no-show trends, and associate feedback to fine-tune messaging and ensure a smooth rollout.

RESULTS

  • No-show rate dropped from 30% to just 2–3%
  • Schedules stayed full, maximizing productivity and revenue
  • Employee morale improved due to more consistent commission opportunities
  • Clients took appointments more seriously, leading to better engagement and higher conversion rates
  • The deposit system paid for itself with no drop in booking volume

RESULTS

  • No-show rate dropped from 30% to just 2–3%
  • Schedules stayed full, maximizing productivity and revenue
  • Employee morale improved due to more consistent commission opportunities
  • Clients took appointments more seriously, leading to better engagement and higher conversion rates
  • The deposit system paid for itself with no drop in booking volume
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