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The Dreaded No-Show

by bsummers
21 replies
One may dig up a lot of tips on how to "prevent" no-shows in face-to-face appointments or video conferences on account of the prospect not being able to remember (or was not compelled enough) to push through.

But my fear is that these tips may actually be more damaging than helpful. Are there any established protocols in following-up/reminding prospects on the set appointment?
#appointment #dreaded #noshow #tele marketing
  • Profile picture of the author Claude Whitacre
    Originally Posted by bsummers View Post

    One may dig up a lot of tips on how to "prevent" no-shows in face-to-face appointments or video conferences on account of the prospect not being able to remember (or was not compelled enough) to push through.

    But my fear is that these tips may actually be more damaging than helpful. Are there any established protocols in following-up/reminding prospects on the set appointment?
    If the appointment was to travel to see them,on the day before the appointment, I would call to verify that everyone needed was going to be there. Then, just before I left, I would say that I was on the road, and needed to ask a question about the address. If they were within a 20 minute drive, I would just go without the phone call.

    They would think I was already near them, and it was very rare that they made an excuse. It also made it nearly impossible to skip out at the last minute.
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    • Profile picture of the author bsummers
      Originally Posted by Claude Whitacre View Post

      If the appointment was to travel to see them,on the day before the appointment, I would call to verify that everyone needed was going to be there. Then, just before I left, I would say that I was on the road, and needed to ask a question about the address. If they were within a 20 minute drive, I would just go without the phone call.

      They would think I was already near them, and it was very rare that they made an excuse. It also made it nearly impossible to skip out at the last minute.
      That's a very detailed tip and I will very well incorporate that into my schemes. I suppose it's a matter of gauging the logistics and finding the right balance between being professional and pushy.
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      • Profile picture of the author Claude Whitacre
        Originally Posted by bsummers View Post

        That's a very detailed tip and I will very well incorporate that into my schemes. I suppose it's a matter of gauging the logistics and finding the right balance between being professional and pushy.
        Try not to think of it as being professional or pushy. Think of it as being prepared.
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  • Profile picture of the author PaulintheSticks
    Do you have any examples?

    Originally Posted by bsummers View Post

    One may dig up a lot of tips on how to "prevent" no-shows in face-to-face appointments or video conferences on account of the prospect not being able to remember (or was not compelled enough) to push through.

    But my fear is that these tips may actually be more damaging than helpful. Are there any established protocols in following-up/reminding prospects on the set appointment?
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    • Profile picture of the author bsummers
      Originally Posted by PaulintheSticks View Post

      Do you have any examples?
      This is a particularly interesting pick from SalesStaff (for teleconferences):
      • If another 3-4 minutes have passed and they have not joined, call your attendee directly on an alternate line while you remain on the conference bridge and if they don't answer leave them a message with the dial in number. Again confirm that you are waiting on the conference bridge and look forward to speaking with them.
      • If at the 10-12 minute mark they still have not joined, send an email stating you waited on the call 12 minutes, but you are now going to be at your desk awaiting their call directly. Leave your number and mention that you look forward to your discussion.

      Others involve sending branded postcards, leaving voicemails, email invites, etc.

      I guess what I'm trying to find out is whether there are "new" methods (ones I haven't tried, anyway) out there that would reduce the odds of getting a no-show.
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  • Profile picture of the author Matt Lee
    Yeah, like others have said, if this is an agreed on appointment, first I send them an appointment confirmation through outlook - then I will follow up with them the day before our appointment. There's nothing worse that getting stood up though .... Erg!
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  • Profile picture of the author Rearden
    Perhaps B2C is different.

    I never call to confirm, but I am diligent about only calling the day before the appointment to set the appointment.

    No-shows are apart of being in sales; they're going to happen, even if you confirm appointments, ask them to get their calendar, etc.

    I had a total of 23 set appointments last week; 10 no showed me -- most weeks I have about a 75% to 80% appointment-completion rate.

    Bottom line -- the way around no shows is setting a mass-number of appointments.
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    • Profile picture of the author Claude Whitacre
      Originally Posted by Rearden View Post

      Perhaps B2C is different.

      I never call to confirm, but I am diligent about only calling the day before the appointment to set the appointment.
      Me too. The next day is great. That evening is even better.

      But if it's a few days away, I always verify. But again, if they are close by, I don't. I just go.

      Yeah. Having several appointments for the day is a far better strategy than hoping that one guy is going to be there.
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  • Profile picture of the author blackli0n
    Originally Posted by bsummers View Post

    One may dig up a lot of tips on how to "prevent" no-shows in face-to-face appointments or video conferences on account of the prospect not being able to remember (or was not compelled enough) to push through.

    But my fear is that these tips may actually be more damaging than helpful. Are there any established protocols in following-up/reminding prospects on the set appointment?
    If it matters, I would suggest to make sure that it feels more like a free consultation rather than a sales pitch. Everyone always seems too busy unless you're there to help them or do something for them.

    Instead of asking for "Just 15 minutes of your time", it could be more like, "Let's talk more about your business on Monday!"
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    • Profile picture of the author bsummers
      Originally Posted by blackli0n View Post

      If it matters, I would suggest to make sure that it feels more like a free consultation rather than a sales pitch. Everyone always seems too busy unless you're there to help them or do something for them.

      Instead of asking for "Just 15 minutes of your time", it could be more like, "Let's talk more about your business on Monday!"
      Thanks! You know in theory, I think that would work. But I suppose prospects now have, sort of, gotten used to this process and I'm not sure if they would see a difference between "Just 15 minutes of your time" and "Let's talk more about your business on Monday!" To them, I think, it's still a sales appointment anyhow.

      But I get your point; it wouldn't hurt to tweak the angle a bit - maybe it still does work!
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      • Profile picture of the author blackli0n
        Originally Posted by bsummers View Post

        Thanks! You know in theory, I think that would work. But I suppose prospects now have, sort of, gotten used to this process and I'm not sure if they would see a difference between "Just 15 minutes of your time" and "Let's talk more about your business on Monday!" To them, I think, it's still a sales appointment anyhow.

        But I get your point; it wouldn't hurt to tweak the angle a bit - maybe it still does work!
        Yes, it's important to let them know that you're just there to give free tips and suggestions for their business. Things they can do on their own (small businesses love to hear this) and that if they're serious and want to invest further, they're welcome to talk to you about their services. Try to come off like you're already successful and have a lot of clients. Make it sound like you're not desperate for the job, you're just an awesome helpful person and leaving doors open for future business.

        And then when you meet in person....explain the process to them, how much work and effort goes into doing whatever it is that you do ______. You explain a little bit of the behind-the-scenes stuff. And then some of them will realize how much work it is and practically beg you to do it for them. Or some will try to do it on their own to save money, realize how hard it is, and come back to you anyway.
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        • Profile picture of the author bsummers
          Originally Posted by blackli0n View Post

          Try to come off like you're already successful and have a lot of clients. Make it sound like you're not desperate for the job, you're just an awesome helpful person and leaving doors open for future business
          Haha, that's where your sales skills come in. Yes, I've heard of that - not trying too hard to make things happen, and leaving a little space for the prospect to assess your potential for business. Risky, but at least you'd know when someone is really interested. Plus, it reshapes their impression from a typical salesman pitch to a friendly neighborhood peer. Thanks!
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          • Profile picture of the author bizgrower
            Originally Posted by bsummers View Post

            Haha, that's where your sales skills come in. Yes, I've heard of that - not trying too hard to make things happen, and leaving a little space for the prospect to assess your potential for business. Risky, but at least you'd know when someone is really interested. Plus, it reshapes their impression from a typical salesman pitch to a friendly neighborhood peer. Thanks!
            make that ... friendly neighborhood expert.

            It's also where good old fashioned self-respect comes in.
            You have worthwhile knowledge, skills and abilities to offer
            to those you want to offer them to. Time is very valuable.
            Game player clients are not usually worthwhile.

            Dan
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  • Profile picture of the author misterme
    Originally Posted by bsummers View Post

    I suppose prospects now have, sort of, gotten used to this process and I'm not sure if they would see a difference between "Just 15 minutes of your time" and "Let's talk more about your business on Monday!" To them, I think, it's still a sales appointment anyhow.
    Of course. They're not all idiots. Even if you tell them there's no obligation, you're going to give them fun facts, and a free air freshener, they still know what your purpose is.

    Thing is not to come off as hard sell. That's what creates resistance. So if they want what you have, and you haven't satiated them with information they believe they need to know, and can have them look forward to meeting up with you, then keeping the appointment should happen naturally. And that doesn't even really require a confirmation although that couldn't hurt.

    So the thing is, there isn't any specific maneuver to do that will make the appointment stick if the prospect isn't invested in being there so the best thing you can do to not waste your time is watch their actions. Because actions tell the truth. Were they hesistant to make the appointment? Unsure of when to meet? Did they say they needed to check their partner's schedule first? Did they warn that something or other may come along and intervene with the plans? Did they use words like it would "probably" be ok to meet at that date and time? Did they make the appointment but ask you to call before just to confirm?

    All signs that they're likely not to keep the appointment.

    And sometimes they'll confirm the appointment right up to the appointment time and then not answer the door. So sometimes, standing you up is their action.
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    • Profile picture of the author bsummers
      Originally Posted by misterme View Post

      Of course. They're not all idiots. Even if you tell them there's no obligation, you're going to give them fun facts, and a free air freshener, they still know what your purpose is.

      Thing is not to come off as hard sell. That's what creates resistance. So if they want what you have, and you haven't satiated them with information they believe they need to know, and can have them look forward to meeting up with you, then keeping the appointment should happen naturally. And that doesn't even really require a confirmation although that couldn't hurt.

      So the thing is, there isn't any specific maneuver to do that will make the appointment stick if the prospect isn't invested in being there so the best thing you can do to not waste your time is watch their actions. Because actions tell the truth. Were they hesistant to make the appointment? Unsure of when to meet? Did they say they needed to check their partner's schedule first? Did they warn that something or other may come along and intervene with the plans? Did they use words like it would "probably" be ok to meet at that date and time? Did they make the appointment but ask you to call before just to confirm?

      All signs that they're likely not to keep the appointment.

      And sometimes they'll confirm the appointment right up to the appointment time and then not answer the door. So sometimes, standing you up is their action.
      There you go. So basically our energy should instead be invested on "satiating" the prospect with information they need, which of course entails a deeper understanding of their situation, and not come off as hard sell. Makes total sense.

      PS: Is that JD Salinger on your avatar?
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      • Profile picture of the author misterme
        Originally Posted by bsummers View Post

        There you go. So basically our energy should instead be invested on "satiating" the prospect with information they need, which of course entails a deeper understanding of their situation, and not come off as hard sell. Makes total sense.

        PS: Is that JD Salinger on your avatar?
        Humphrey Bogart.

        But no, not totally satiate the prospect's appetite. Then they'd feel full and feel they don't need you as much. I wrote the opposite. Feed them some. They have to have a little more hunger to want to meet with you, so to speak.

        My point was more about navigating by reading their behavior.
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        • Profile picture of the author Claude Whitacre
          Originally Posted by misterme View Post

          Humphrey Bogart.

          But no, not totally satiate the prospect's appetite. Then they'd feel full and feel they don't need you as much. I wrote the opposite. Feed them some. They have to have a little more hunger to want to meet with you, so to speak.

          My point was more about navigating by reading their behavior.
          Yup. To sell pie, you show the pie, let them smell the pie, feel the warmth off the pie...even taste a tiny bite of the pie......

          But don't let them eat a free piece of pie, because now...they aren't hungry for pie.

          JD Salinger. That actually was an interesting guess.

          By the way, I've seen pictures of you. Why aren't you using your own photo? You sure are better looking than Bogart.
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          • Profile picture of the author DaniMc
            Originally Posted by blackli0n View Post

            Yes, it's important to let them know that you're just there to give free tips and suggestions for their business.
            Yikes. Maybe it's just me, but I don't like people think I am begging to see them and my time is useless.

            I always come from the position of "I am too busy" - and the truth is, I am.

            My positioning causes me to get a lot of people saying "Thank you so much for making time for me."

            I know it's not easy to get there, but it is a position I have been working on for years. I would suggest you build it into your mindset. Always be too busy, for everyone.

            I've also found that as my price went up, my position in people's mind went up. Sure, I've been stood up and I hate it. I usually try to call them back once. I know things happen, and I have put things on the wrong day for my calendar too, but I don't chase them anymore.

            Ways to enforce the position and get people to take your time seriously:
            -When they suggest a time, don't just accept it. Modify it. "Well, I can move something around. I could make 30 minutes right then. How about Tuesday instead?"

            - Set a time limit on the meeting. Tell them "We only have 45 minutes." And be firm. Stick to it. Cut them off if you have to. Be realistic - if you need 1.5 hours to cover the topic, tell them that is the limit.

            I usually give a little LESS time than I think I need. That causes me to be prepared with questions and to drive the meeting forward. It is amazing how this positions you and how effective you can be in your meetings.

            - Sell your services at a price so that people feel talking to you is worth something. Act like you are at the top of the game. They will thank you for talking with them.

            This all sounds like being a jerk. It isn't. I absolutely love helping people with their business.

            This positioning is good for them. You in the control position as the expert is what they need. If you let them be in the control position, they will not really get what they need from you.

            Imagine going to the Doctor and not letting him be in control? Or a lawyer? Are you going to drive the agenda when you need help from a pro? Nope. You depend on them to come through for you.

            Professionals control the relationship and get paid well to provide great results.

            That is how I have all but eliminated no-shows.
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            • Profile picture of the author Claude Whitacre
              Originally Posted by Dan McCoy View Post

              Yikes. Maybe it's just me, but I don't like people think I am begging to see them and my time is useless.

              I always come from the position of "I am too busy" - and the truth is, I am.

              My positioning causes me to get a lot of people saying "Thank you so much for making time for me."
              Frankly, this was good enough to repeat. And "Thanks for taking time to see me" means that you're doing this right. And when I hear it, I take it as a huge compliment to my positioning & marketing.

              And, when they say it, I just say "You're welcome", like I hear it every day, and everyone is glad I made time for them.
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            • Profile picture of the author misterme
              Originally Posted by Claude Whitacre View Post

              By the way, I've seen pictures of you. Why aren't you using your own photo? You sure are better looking than Bogart.
              I want to be free to speak on this forum about business and don't want anything a client or prospective client could find. I identify in part with Humphrey Bogart and thought it would make an excellent avatar. Plus, people may not know this, but when I post, I write in Bogie's voice.

              Originally Posted by Dan McCoy View Post

              My positioning causes me to get a lot of people saying "Thank you so much for making time for me."
              Not to be confused with "thanks for your time."
              Whole 'nuther meaning.
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          • Profile picture of the author bsummers
            Originally Posted by Claude Whitacre View Post


            JD Salinger. That actually was an interesting guess.
            I am certain I thought of Bogart at one point, but I guess my personal author inclinations (and their striking resemblance) changed everything.
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