6 Common Appointment Management Mistakes and How to Avoid Them

 

Part of managing appointments with customers requires knowing what not to do. Here are common appointment management mistakes and how to avoid them.

For most businesses, there has been a significant change in the way they operate over the last year. Though they may have decreased, in-person appointments are still critical in some cases and can't be overlooked for many businesses.

With all of the changes to procedures, scheduling has become much more difficult. There can be a lot of confusion and misunderstandings between the customers and the business. This is why it's more important than ever to check your procedures and make sure everything is running as smooth as possible.

To help you take a look at your procedures, we've compiled a list of the most common appointment management mistakes you need to avoid. Locating these in your business and then eliminating them will set you off on the right path!

1. Using Outdated Systems

The key to any successful customer relations is great appointment management software that's up-to-date and easy to use. We all know how quick technology changes. It's important to make sure your customers can take advantage of what they're already using to get in touch with you.

When you choose a system that is intuitive, it helps the customer feel like your business is more resourceful and reliable. Your brand will become synonymous with comfort and ease, which is always a good thing!

But it's important to keep things consistent as well. Continually changing your software can lead to frustration and confusion. Picking a system that will be useful for years to come is the best way to keep things consistent for your customers.

2. Giving Incomplete Information

There is nothing more frustrating than showing up to an appointment that you've been waiting for only to realize your unprepared. That's especially true when the mistake isn't your fault and you weren't given the proper information.

Many companies find themselves in this predicament when there aren't proper procedures in place. Often things like what documents will be needed and how long the whole process will take can be relayed incorrectly, making the whole thing a waste of everyone's time.

Being very clear with the whole staff who handles scheduling about what should be addressed with the client ahead of time can help you avoid this major mistake and help in managing customer appointments more effectively.

3. Unnecessary Time Periods

If we've learned anything recently, it's that not every appointment needs to be an appointment. This is even more obvious to the customer who has spent their precious time traveling to and from the appointment and whatever time was wasted in the meeting. Every company should regularly do a full audit on their necessary appointments.

During this audit, the team should find pain points and see if there is a way that those aspects could be handled in a different way outside of an appointment.

Most people prefer the keep their appointments strictly to the most important details, so continually checking that is a great appointment management strategy everyone should implement.

4. Limited Availability

Wait times have become the bane of our society's existence, especially when it comes to healthcare appointments. When a customer wants to make an appointment, they want it to be taken care of as soon as possible. No one wants to put off an important meeting for months and months, which is why availability should be a top priority.

Those employees who are tasked with setting appointments should be able to quickly see when the next available time slot is. The right software is crucial for making this as easy as possible for everyone.

But even the best software can't help your company develop availabilities. This is where prioritizing specific types of appointments and leaving spaces for emergencies comes into play. It may take some trial and error but you should be actively working to find the right balance for your business.

5. Forgetting Record Keeping

Every business should have a robust record-keeping policy, it's important for so many facets to be able to go back and check on specifics. Managing customer appointments is no different.

There are so many analytics that can be drawn from managing and tracking customer appointments. Things like cancellations, retention rates, and further purchases can all be monitored through a customer's appointment log. All of these data points can (and should!) be an integral part of your decision-making process.

As you track appointments, you can see trends for what is working in your business and (more importantly) what isn't! But getting this data is only the first step, it has to be utilized properly to even be worth the effort of collecting.

6. Avoiding Customer Feedback

Of all of the data points that can be collected from a customer through their appointments, the most crucial is their feedback and satisfaction level. Too many companies forget to ask and miss out on so many good insights that could make a big difference for future customers.

Collecting customer feedback can come in many different forms and should be offered in a variety of ways to help get the most information.

You could ask for it right following the appointment before they leave the building. Or you could follow up quickly afterward while the experience is fresh in the customer's mind. Either way, getting and using this data can help you change (or keep) procedures in order to reach your goals more effectively.

Appointment Management Mistakes to Avoid

Being a business owner, especially in times like these, is being in a state of constant evaluation and change. It's up to you to make sure the way your company is operating is the most efficient and effective, so you can see the most success.

Avoiding these common appointment management mistakes is a great way to make sure your procedures are the best way to reach your end goal; higher customer satisfaction and revenue.

If you're interested in implementing an effective way to manage your appointment scheduling, contact us today for a consultation!