The other week I made an appointment with a new hair salon for highlights and a trim. After making my appointment on the phone, I was asked if I wanted a text confirmation of the appointment’s time and date. “Absolutely!” I said. Within 20 seconds of hanging up, I received a text and added it to my calendar. The day before the appointment, I received another text reminding me of the appointment and giving me the opportunity to confirm or reschedule via text.
My experience was positive; it was convenient and helpful without being pushy. I was impressed that my salon was proactively engaging its clients. When I got to my appointment, I asked my hairdresser if she uses a specific platform for her text reminders and appointment scheduling. I was more than a little surprised to find out that she doesn’t! She actually still uses a physical book to mark and keep track of appointments and then texts her clients from her personal phone.
I couldn’t help thinking that this woman obviously had the right idea by texting her clients for appointments, but she was still spending a lot of time managing the back and forth communication herself and even limiting herself and her business by working through a physical appointment book. Even during my appointment, she excused herself six or seven times to get on her phone and text her clients. It wasn’t too much of an inconvenience but from a customer service perspective it wasn’t ideal.
Running a small business inevitably means you are wearing many hats but it’s possible to efficiently streamline the details. Efficient scheduling and communication with your customers is very important, and taking advantage of automated solutions allows you to worry less about texting reminders and scribbling in appointment books and more about providing great service to your customers.