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How to Reduce No-Shows and Cancellations
7 min read
No-shows kill schedules and margins. This guide covers proven tactics to reduce cancellations—without sounding aggressive or making legal threats.
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Why No-Shows Happen
Most no-shows are not malicious. Common reasons: clients forget, change priorities, find another provider, or feel uncertain about cost/scope. Your goal is to increase commitment and reduce ambiguity.
Deposits and Prepayments
Deposits are the #1 lever. Even a small deposit increases commitment.
Typical approaches:
- Small jobs: fixed booking fee
- Medium jobs: 20–40% deposit
- Custom orders: 40–60% deposit (materials risk)
Be clear: what the deposit covers, and how it affects the final invoice.
Clear Cancellation Policies
Write a simple cancellation policy and include it in quotes/invoices.
Examples:
- Free cancellation up to 48h before
- Late cancellations may incur a fee (check local rules)
- Rescheduling options
Avoid legal claims. Use neutral language: "may", "typically", "subject to".
Reminder Sequences
Use reminders to reduce "forgot" no-shows:
- 72h before: confirmation + what to prepare
- 24h before: reminder + address/time
- 2h before: short SMS reminder
Include a clear action: "Reply YES to confirm" or a reschedule link.
Confirmation Scripts
A simple confirmation message reduces uncertainty:
"Hi [Name], confirming our appointment on [Day] at [Time] for [Scope]. Reply YES to confirm or tell me if you need to reschedule."
For bigger jobs, call the day before. Ask: access details, parking, constraints, and final expectations.
When to Stop Working With Repeat Offenders
If a client cancels last minute repeatedly, you can:
- Require a higher deposit
- Offer less prime slots
- Decline future work politely
Protect your schedule. Your best clients value your time.
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