Missed appointments waste capacity and can delay service. Make it easy for customers to understand the commitment and tell you when plans change.
1. Send useful reminders
Include the service, location or meeting link, time and preparation instructions. Provide a straightforward way to cancel or reschedule. Choose communication channels according to customer preferences and the institution’s policies.
2. Keep availability realistic
Booking should reflect eligible employees and their schedules. Define how the team handles an absence or a change of advisor, including who contacts affected customers. A scheduling update and a customer notification are separate steps to verify.
3. Offer a suitable alternative
Where the service supports it, offer another time, location or virtual meeting. Explain any preparation or identity requirements rather than assuming every in-person service can move online.
Learn from missed visits
Track cancellations and no-shows separately, and review patterns by service and lead time. Use the findings to improve reminders and booking rules without assuming every missed visit has the same cause.