Daily Dispatch

Time & Money

Will Your Client Show Up?

By | Feb.29.16 | Apps, Client Relations, Daily Dispatch, Time Management

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When you factor together the number of appointment-based businesses and the average no-show rate across all industries, I estimate the American economy loses at least $66 billion each year due to missed appointments. You’ve likely seen how no-shows can hurt your firm. So how can you make sure people stick to their appointments?

While ending no-shows entirely is unlikely, there are tactics you can use to increase the likelihood your client will show up — and make sure they show up on time. The key? Automate. An effective automated messaging strategy can cut the no-show rate by 50 to 75 percent. Doctors, schools, and local businesses like hair salons use automated messages and phone calls, and it can be good for law firms, too. This is especially true for consumer law firms specializing in areas such as bankruptcy, personal injury, divorce, workers’ comp and immigration.

Tips for Using Automated Reminder Systems

When devising an appointment messaging strategy using SMS (short message service), phone calls and email, keep the following things in mind.

  • People forget. The main reason clients miss appointments and court dates is that they simply forget or are misinformed about the appointment.
  • Two is better than one. The best way to keep clients informed about appointments is to send them an automated message one or two days before the appointment or court date, asking for confirmation. Then, send another message the morning of the appointment telling the client where to be and what to bring. Of course, the content of the messages can and should vary depending on the client, the type of appointment and the location. Regardless of content, though, you should always include the location.
  • Switch it up. To make sure reminders get through, send more than one type of message. I usually recommend a combination of SMS and email, or SMS and phone calls. One study found that SMS messages are read 97 percent of the time, because they are short and easy to access. SMS may have a slight edge when it comes to responses, too. Last fall we sampled 178,000 random appointment reminder messages sent on behalf of clients and found that 30 percent of SMS messages were replied to, while calls and emails were replied to 23 percent and 12 percent of the time, respectively.
  • Garbage in, garbage out. If your system is too complex — for example, requiring staff to enter appointments into both case management systems and appointment reminder systems — you open the door to errors and inconsistencies. You want fewer headaches, not more, so set up a system that requires as few entries (and corrections) as possible.

You Got Bumped!

The second most common reason clients give for missing appointments is “something else came up.” While you can’t control work or life emergencies, you can try to increase the perceived importance of the client’s appointment with you. For instance, explaining why the appointment is important, “befriending” them by establishing a two-way communication channel, and personalizing the message are all ways to increase the likelihood they will make the appointment a priority.

Frank Cort, the founder of Apptoto, a cloud-based, automated appointment messaging service, is a serial entrepreneur and programmer who identifies with professionals trying to improve, manage and grow their business. Before Apptoto, Frank was at Yahoo via Xobni, an email data-mining software company acquired by Yahoo. 

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5 Responses to “Will Your Client Show Up?”

  1. John Burnett
    29 February 2016 at 10:14 am #

    You say do not do two systems but how to get it into SMS if your case management does not support SMS. I clicked into this hoping to get advice on which provider to use. Not a clue in this post of how to execute your advice?

  2. Frank Cort
    29 February 2016 at 12:07 pm #

    @johnburnett, Which case management system do you use?

  3. Frank Cort
    29 February 2016 at 12:41 pm #

    John’s question is a good one in general, so let me expand more for everyone.

    Historically case management systems have been difficult for SMS vendors to interop with.

    Some case management systems work nicely with Outlook (i.e. appointments and court dates appear in Outlook’s calendar with contact information). Because of that, some Appointment Reminder vendors have built add-ins that can sync your Outlook calendar with their cloud based reminder system.

    In addition, we are seeing more and more case management systems like Clio add cloud based APIs that let vendors access data. Unfortunately Clio charges for the development platform and I’ve been told this is a deterrent for SMS vendors.

    I applaud services like Acabus Law, which has opened up it’s calendar via standards (CalDAV, CardDAV, iCalendar, ICS). Standards based interoperability will ultimately be what makes it possible to choose a set of “Best of Breed” services for your practice.

    Lastly, you might be able to export appointments/court dates in CSV or XML format and import them into a SMS vendor that supports CSV or XML. Once you get that process set up, it can become a daily habit that takes very little time for one of your staff members.

  4. Joshua Lenon
    11 March 2016 at 2:46 pm #

    Frank,

    Thanks for pointing out Clio’s API!

    I want to clear up a misconception. Clio does NOT charge for a developer account.

    Clio’s API is open for an interested partners to develop against. You can find the full details here: http://api-docs.clio.com/

    If you need a developer account, please email us here: api.partnerships@clio.com

    (As an aside, Clio’s calendars AND contacts have always followed standards. That’s one of the benefits of choosing cloud systems is that they are built on standards rather than proprietary formats.)

  5. Frank Cort
    11 March 2016 at 5:47 pm #

    Joshua,

    Sorry, I didn’t mean to suggest that Clio charges the developer… I meant that Clio charges the client (i.e. the Law Firm) extra for “API Access.”

    And yes, I’ve heard amazing things about your developer program and APIs. Kudos.


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