strange no-show trends

[DGuy]

I've noticed something strange about no-shows.
About 90% of the time (literally) when we have a no-show, it is the client's SECOND appointment. (Occasionally it's their first, but this is a very small minority.)

I've also noticed that most of the ppl who no-show just moved here from somewhere else. What's up with that?

Has anyone else noticed either of these correlations? Does anyone have any thoughts?

Thanks!
Hugs,
~Jyoti

PS: Oh, and they're also more often women (and we get about a 50-50 ratio men to women new clients, yet it's the women who no-show more often.)

 

[cam can help]

I have noticed this too.

I can usually tell who will no show and who wont. I even call clients the day before their appointment!!

I think it is hilarious when they will call and cancel their appointments during off business hours, like Sundays, or in the wee hours of the morning.

I think it happens because I ask just about everyone if they want to rebook. Some people just cant say no, so they rebook with the intention of not showing up. Or, calling and canceling, but they have forgotten about the appointment. If this is the case, a lot of the time they will cancel if we get a hold of them, or call back after they listen to the message.

 

[KING OF BANANAS]

No shows are so frustrating! I feel your pain! But right now it's the first-time appointments that are the glaring problem for me, so you're ahead of the game compared to me.

I think it happens because I ask just about everyone if they want to rebook. Some people just cant say no, so they rebook with the intention of not showing up.

I worry about that, it's hard for me to ask because I think I'm pressuring them about a rebook. I've had quite a few therapist hoppers, who actually say they get regular massage, love it, and always are trying new therapists. I wish I were good enough to get them hooked on MY massage, but I try not to take it personally.

 

[Briiiiia!]

lol

Yeah, I went through that too when I first started. Now tho, I have so many regulars, it is more natural for me to say something like, "are we going two, three, or four weeks out for your next appointment?" Instead of, "Do you want to rebook?" Most of the people I see are clients who keep coming back, so when I do get a newbie, I am so accustomed to asking a regular client to rebook, I just say the same thing for regulars and newbies alike.

Sometimes a new client will ask how often most clients come in and that helps them to decide if they want to rebook on the spot. My schedule is pretty full. Regulars know to book a few appointments before they leave or to set up a standing appointment. I tell this to new clients so they know they may want to book ahead as well. Plus, it puts an idea in thier head, "gee, all these other people are coming in on a regular basis and booking ahead, I did like my massage, I should do that too."

 

[coopyey]

lol

Yeah, I went through that too when I first started. Now tho, I have so many regulars, it is more natural for me to say something like, "are we going two, three, or four weeks out for your next appointment?" Instead of, "Do you want to rebook?" Most of the people I see are clients who keep coming back, so when I do get a newbie, I am so accustomed to asking a regular client to rebook, I just say the same thing for regulars and newbies alike.

Yeah, that's how we phrase this too After more than 2 years in practice, though, I still can't really tell who will no-show and who won't! (I really don't get many no-shows, but we're purposefully lower volume than some MTs, so I reckon I don't have as much experience as someone who's been in busier practice for my length of time.) Our regulars, though, do know to book ahead of time so they can be guaranteed the spot they want. I'd love to be able to predict who will no-show, or at least not be taken so off guard as we are now! How do you tell, Greatttlakes?

Pete, you make an awesome point and I agree with you! I don't know about others here, but we actually charge the full price for the first appointment and offer a discount off the NEXT appointment if they 1) rebook for a certain number of weeks or less from that date, and they 2) rebook BEFORE leaving the office. Never have we offered monetary discounts for the first appointment. We want to encourage repeats, not MT-hoppers seeking a bargain. (However, we do spend about half an hour more with new clients that we do not charge for and does not come out of their session time, and we sort of market this as a first-time "deal".)

Hugs & thanks for the insight so far!
~Jyoti

 

[moo goo gai pan]

I'd love to be able to predict who will no-show, or at least not be taken so off guard as we are now! How do you tell, Greatttlakes?

Well, there are clues. Clients with low paying jobs are more likely to no show. Clients who are unemployed are more likely. Mothers with lots of children are more likely to no show. Clients who complain they dont have any money are more likely to no show. Clients who are under age 25 are more likely to no show. Clients who come in initially with a coupon or free (give away, fund raiser, raffle, charity event, etc...) are less more likely to no show the second time.

Clients with good paying jobs are less likely to no show. Clients with white collar jobs are less likely. Clients who come in from a referral are less likely to no show. Clients who have long artificial nails are less likely to no show. Clients in the healthcare field and teachers are less likely to no show.

I never really thought very much about the differences until I just put them down now. I guess I ran these through my head, but never pieced them together.

 

[Sarcastic B1@tch]

Clients who have long artificial nails are less likely to no show.

: I guess this is because they obviously like to pamper themselves? I never thought to look for this!! I do have one elderly lady who gets regular manicures/pedicures, and she is a regular. Hmmmm. It is a funny caeforum.xxxory, though!

 

[King Brace]

Clients with low paying jobs are more likely to no show. Clients who are unemployed are more likely. Mothers with lots of children are more likely to no show. Clients who complain they dont have any money are more likely to no show. Clients who are under age 25 are more likely to no show. Clients who come in initially with a coupon or free (give away, fund raiser, raffle, charity event, etc...) are less more likely to no show the second time.

Clients with good paying jobs are less likely to no show. Clients with white collar jobs are less likely. Clients who come in from a referral are less likely to no show. Clients who have long artificial nails are less likely to no show. Clients in the healthcare field and teachers are less likely to no show.

Now isn't this interesting. Here's one that must be an example of each area having more different contrasts.

I have found that my lower paid clients aren't any less likely to show for the second appointment. It is just that they come in less frequently. The same goes for my mothers with lots of children and the few I have had who said they didn't have much money. They all are very good at calling to cancel if they must - instead of "no showing".

Maybe we have someone interested on starting a research project with some real numbers on this one.

 

[scip779io]

The only no-show problem I have is a client I've had for 14 years! She will forget, or call to cancel 30 min before her appointment sometimes. I've been intermittent working over the years, but she has always returned as a client, so this is one of those situations I've helped to create by not being insistent that she give me adequate notice, nor have I charged her for no-shows, so I just deal with it.

Otherwise I get only occasional no-shows that don't seem to fit any pattern of socio-economic factors.

wellnessgarden