Why customers don't show up
In most cases, it isn't bad faith: the customer forgot, something came up, or the appointment was booked too far ahead. If they don't know how to cancel easily, they say nothing and don't come.
Every no-show has the same root cause: nothing reminds the customer of the appointment, and there is no easy way to move it. That is exactly what you can fix.
1. Ask customers to confirm before the date
A confirmation request 48 hours before the appointment changes the commitment: the customer answers "yes", or frees the slot in time. With no answer, you know ahead of time that there is a risk.
2. Send a reminder the day before
A reminder the day before, with the date, time, shop address and booked service, prevents most forgotten appointments. Keep it to a few lines and include a way to cancel.
3. Make cancelling easy
It sounds backwards, but easy cancellation reduces no-shows: a customer who can cancel in one click does so instead of simply not showing up. The freed slot can then be offered to someone else.
4. Avoid booking routine services too far ahead
The further ahead an appointment is booked, the more likely it is to be forgotten. For seasonal tire changes, for example, limit the booking window to a few weeks and use confirmation for appointments further out.
5. Only call customers who haven't answered
Instead of calling everyone, keep the phone for customers who haven't confirmed 24 hours before. It's a small number of targeted calls that save slots.
6. Measure your no-shows
Record every customer who doesn't show. Your no-show rate is the number of missed appointments divided by the number of appointments booked over three months. Without that number, you can't tell whether your changes work.
7. Keep a margin instead of overbooking
Some shops overbook to make up for no-shows. That works until the day everyone shows up. It's better to cut no-shows at the source and keep a realistic capacity margin, based on how many bays can be in use at the same time.
How Garago helps
- Online booking 24/7, based on your opening hours, the length of each service and the number of bays available.
- The customer gets a confirmation by email, then a reminder the day before with the shop's details. Appointments that require confirmation also get a request with a link to confirm or cancel.
- Your calendar shows which appointments are confirmed, which are waiting for an answer and which need a call.
- You mark a no-show in one click to track your rate over time.
- You also add phone bookings to the same calendar, from your phone or computer.
Frequently asked questions
When is the best time to send an appointment reminder?
A confirmation request about 48 hours before, then a reminder the day before, give the customer time to react while keeping the appointment top of mind. Then only call those who haven't answered.
Should I charge for missed appointments?
It's a business decision. Many shops prefer to first reduce no-shows with confirmation and easy cancellation, because charging a customer who forgot hurts the relationship. If you do charge, state the rule clearly when the appointment is booked.
How do I calculate my no-show rate?
Divide the number of customers who didn't show by the total number of appointments booked over three months, then multiply by 100. Repeat the calculation after you start asking for confirmations to measure the effect.
Does Garago send reminders automatically?
Yes: customers who book online get a confirmation by email, then a reminder the day before. Appointments that require confirmation get a request with a link to confirm or cancel, and your calendar shows which customers to call.
Fewer no-shows, more appointments kept
Try Garago for 30 days: online booking, confirmation and reminders, a calendar on your phone. Card required, nothing charged before the trial ends.