Everybody sends upcoming appointment reminders: Your doctor, your hair stylist, the vet. Are you sending them to your customers? If so, is it a phone call or an email? How informational is it? Is it boosting your brand image?
Why Service Contractors Should Send Appointment Reminders
Whether for your business or for your vet, lost appointments are lost money. Confusion happens, appointments fall off of schedules, and people get flakey and forget. So it makes a ton of sense to remind customers about appointments. In case you need convincing:
- You don’t want to show up when the customer isn’t expecting you and not be able to do the work. Even if you can do the work, they won’t be happy about the surprise.
- You’ll remind people of what you plan to do, and give them time to think about what else they might need your help with while you’re on-site.
- You’ll keep your brand at the top of their minds as a helpful, responsible partner.
- You’ll be seen as easy to work with. Email is a great way to deliver a reminder because they are not an interruption, they can be referred back to, easily shared, and contain more info than you can share in a brief phone call.
- You’ll save labor from not sending techs on wild goose chases.
There is a good back-story about how ServiceTrade appointment reminders came to be.
When Service Link was created, we only thought of it as an after-service online report. A few months after it launched, we started to hear from customers who were sending Service Link before the appointment, too.
It was a brilliant idea! Service Link included the list of services that were scheduled. It arrived in their customer’s inbox in a nice, mobile-friendly, branded email. So we supported their innovation with a few small changes to make it explicitly clear that what the customer received was about an upcoming appointment.
Using Service Link in this way was one of the most eye-opening ideas that was shared at the Digital Wrap Conference. More than half of attendees surveyed said they’ll start using Service Link in new ways.
How it Works in ServiceTrade
My quick Google search today returned dozens of appointment reminder software vendors. Lucky for ServiceTrade users, they don’t need to integrate with another solution, they can use what’s already built into the application.
James Jordan covered Service Link appointment reminders in the last Bearded Briefing. Here’s how it works.
Innovation is Part of a Digital Wrap
Innovation was a big message at the Digital Wrap Conference. Shawn Mims explained that innovations come at all sizes to fix small to large problems. It’s hard to imagine a more simple innovation than using an existing feature in a new way.
An appointment reminder is one of the MIPS (Marketing Impressions per Service (read post)) that are part of your Digital Wrap. This simple alert:
- Is a branded marketing impression, so you look professional
- Makes customer happy about working with you
- Keeps you from wasting your limited skilled labor resources
ServiceTrade customers are innovators who use technology in unexpected ways. Those customers solved a problem by looking to the software they were already using. There’s a good lesson here that if you find yourself with a problem, take a look at what you already have in place for how it might be part of a solution.
And if you’re using ServiceTrade to solve a problem, let us know about it! Our customers constantly surprise us with their innovative problem solving.