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Appointment-based business owners exchange time with their clients, so customer experience plays a big part in closing a sale. So how do you ensure your clients have a positive appointment booking experience?
Besides booking in person, you can take and manage new appointments using:
Email
Phone
Calendar invitations
Conferencing platforms
Scheduling software
The option that gives you the most support and your clients the most agency is self-scheduling software that integrates with your website. The best scheduling software helps you offer great customer service and run your business more efficiently.
Choose your appointment scheduling software
Self-scheduling software is the best option for small businesses because it saves you time and resources. You set your available times and clients can schedule meetings on their own. That way, you both find a time slot that works for you without trading emails and phone calls.
Great online scheduling software will also connect to your client’s email, phone, calendar, and conferencing platforms. Instead of sending everything manually, appointment reminders and calendar invites show up automatically.
The key to choosing the right scheduling software for your business comes down to the functionality you need to grow your client base. In addition to self-scheduling, look for features like:
Design options so you can add brand colors and logos.
Customizable onboarding and follow-up flows so your clients feel supported before and after meeting with you.
Support for multiple ways to earn money, like selling pay-what-you-want packages on top of regular appointments.
App access that lets you manage your appointments and client payments on the go.
Learn more about choosing the right appointment software for your business
Best practices for booking appointments online
Make sure you’re giving clients the information they need to feel confident booking with you. Think about the basics you’d like to know before scheduling with a business like yours. Here are a few ways to make new clients feel at ease about booking with you.
Make your business identity clear. The best way to link your scheduling platform to your business is to embed the scheduler directly into your website. That gives visitors an easy way to learn more about you and come back to book. But it doesn’t hurt to customize the scheduler too. Add your logo, a background, and text colors to keep the brand connection strong.
List clear appointment details. Add each appointment type you offer and a clear description for each. That way, clients can self-select the booking that works best for them.
Show appointment pricing. Include your service prices so clients know which options fit their goals and budget. If pricing varies, give a starting rate or range as a guide.
Include appointment durations. Set expectations for how long each meeting or service will last.
Share your refund and cancellation policy. A clear cancellation and refund policy protects you and your customers. Include your cancellation window, fees, and any other policies.
How to get the most out of your scheduling tool
Let your booking system take over the bulk of your most common administrative tasks. Set up automations that fall in line with best practices for scheduling clients. That way, you can feel confident that your clients are well-cared for even when you’re not speaking with them directly.
Here are a few ways to save time while providing a top-tier customer experience.
Set up automatic payments and deposits
Cut out time spent on invoicing or processing payments yourself. Accept payments and deposits with a payment processor like Stripe, Paypal, or Square.
Plus, taking deposits or credit card details up front protects you from losing business. In a user survey, 84% of Acuity Scheduling users said that accepting deposits reduced their no-shows and cancellations. Your clients are more likely to keep their appointments, and you get paid even if they cancel at the last minute.
Get more tips for reducing no-shows
Make your intake form part of booking
Depending on the type of business you run, it can be helpful to get client information before the first appointment. Instead of going back and forth over email or the phone, create and automatically send a custom intake questionnaire.
With Acuity, you can set up a custom intake form for each type of appointment you offer. You can then build that form into the online booking process or set it up to send automatically once clients book.
You may even get better responses back from clients since they’ll have time to think through their answers.
Customize your emails by appointment type
Customizing the look and tone of your scheduling emails is a simple way to build strong client relationships. Start with a stock template to populate the important details, then add personality with custom colors, images, or a more personal tone of voice.
That extra personal touch will help you stand out in client inboxes and remind them why they chose to work with you. It’s also a great way to connect with clients even when you’re not sending each email yourself.
Send automated appointment reminders
Appointment reminders mitigate the risk that a client might miss their appointment. According to our customer survey, your clients are 89% more likely to keep their session if they get automated email or text message reminders. A friendly text reminder close to the appointment time can be especially effective.
Learn best practices for text reminders
Make booking online appointments easy
The easier it is for people to schedule appointments and classes with you, the more likely they are to do it. Make your schedule accessible from everywhere you have a professional presence so new clients can discover and book your services.
Here are a few places to start promoting your scheduler besides your business website.
Social media: Linking to your scheduling page makes it easy for potential clients to make new bookings while browsing. Add the link to your link-in-bio page for easy access. With Acuity Scheduling, you can connect your calendar directly with your profile.
Client emails: Add your scheduling link to your business email signature and the footer of any email marketing or newsletters. Including the link keeps you top-of-mind and can encourage bookings.
Business cards: Include a link to your website or your scheduling page on your business cards. Physical cards are a good reminder for potential customers to follow up. Make sure your scheduling link is easy to read and spell.
Physical location: If you have a brick-and-mortar location, encourage clients to schedule with a printed sign. Consider creating a custom QR code that leads directly to your booking page so people can easily scan and schedule with you.
This post was updated on April 18, 2023.