📅 SYSTEM 3: Appointment Booking
Goal: Ensure smooth, professional, and automated scheduling that saves time and reduces no-shows.
🔍 The Outcome
Customers can book appointments without needing to call or wait, and you can confirm and remind them automatically — improving show-up rates and freeing up your time.
🚧 The Problem
Manual scheduling wastes time, causes miscommunication, and leads to no-shows. If you’re relying on back-and-forth texts or phone calls, you’re losing opportunities.
🧱 Framework:
The ACE Booking Model
1. Availability
– Make it easy for people to book anytime.
Customers should be able to schedule without waiting for business hours or a returned call.
Questions:
- How do customers currently book with you? (e.g., phone, email, website)
______________________________________________________ - Can they schedule an appointment online without speaking to you?
______________________________________________________ - Are your available times updated in real time or manually controlled?
______________________________________________________
2. Confirmation
– Lock it in with automated reminders.
Once a booking is made, follow up to confirm it and keep it on their calendar.
Questions:
- Do you send confirmation messages immediately after booking?
______________________________________________________ - Do you send reminders 24 hours and 1 hour before appointments?
______________________________________________________ - What’s your current no-show rate? Could reminders reduce it?
______________________________________________________
3. Engagement
– Set expectations and prepare the customer.
Great customer experiences start before the job begins. Let people know what to expect and how to prepare.
Questions:
- Do you send customers any prep instructions before their appointment?
______________________________________________________ - Do customers know how long it will take, what to expect, and who’s coming?
______________________________________________________ - What could you send in advance to build confidence or reduce questions?
______________________________________________________
🛠 Build Plan
- Set up an online booking tool (like Intent Company App (ICA))
- Configure business hours and appointment types
- Add confirmation and reminder automations
- Write a “what to expect” message or checklist
- Review your calendar system weekly to keep it current
💡 Pro Tip
Adding a “Schedule Now” link to your website or social media can increase conversions instantly. Make it easy to say yes.