---
title: How Your Front Desk Can Banish Broken Appointments
description: It’s a safe bet that your UPbook business has to deal with broken appointments—no-show clients, chronically late clients, or clients who cancel at the last minute are challenges
image: https://blog.upbook.com/hubfs/creating-positive-customer-experience-min-1.jpg
---

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# How Your Front Desk Can Banish Broken Appointments

![How Your Front Desk Can Banish Broken Appointments - UPbook](https://blog.upbook.com/hubfs/creating-positive-customer-experience.jpg "How Your Front Desk Can Banish Broken Appointments - UPbook")

 Feb 18, 2019 3:11:19 AM / by [Zuhaib](https://blog.upbook.com/author/z)

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It’s a safe bet that your UPbook business has to deal with broken appointments—**no-show clients, chronically late clients, or clients who cancel at the last minute** are challenges that any operation must face head-on. Since **broken appointments can affect your business’s revenue in a big way**, it’s time to put an end to them. Here are a few tips on **using the power of the front desk to keep appointments intact. **

### Remind, Don’t Confirm

Your client’s appointment **has already been confirmed with your UPbook business.** It happened at the time the appointment was set! When sending out reminder calls, texts, or emails, do just that: **remind your client of their appointment, don’t confirm it.** That places the responsibility on the individual, not your UPbook business, to keep their promise.

### Use Scarcity to Your Advantage

If your client feels that they have a wide-open schedule to pick from when making their appointment, they’re less likely to keep it. Conversely, **clients have every reason to show up when they feel that they’re lucky to have secured a spot** at your UPbook facility.

**Use effective language at the front desk** to promote scarcity. Instead of “when are you available to come in?” say something like, “Our next opening is at 3:00 this Friday… are you available?” You’ll notice **more consistency within your UPbook business’s schedule** in no time!

### Chain-Book Appointments

Chaining appointments together, one after the other, **is the most efficient scheduling method for your UPbook business’s front-desk team.** Consider the alternative: say your business keeps 20-minute appointments. If the front desk books one client on the hour, then another at 45 minutes past the hour, **that leaves a 25-minute gap in between appointments!** That time could have been better utilized serving another client.

**Be proactive about scheduling appointments** one after the other. Remember: **your UPbook business is not at the mercy of your clients’ schedules—**it’s the other way around.

### Retrain Late Clients

Last-minute cancellations and chronically late clients are some of the biggest frustrations for your UPbook business’s front desk team. Again, **language can prove to be a game-changer in this area.**When a client calls to reschedule an appointment, don’t say “No problem, we can fit you in later today.” Say **“Let me see when we can fit you in next…”** Ideally, you’ll want to schedule their appointment a few days later. This serves to subtly retrain those clients that their lateness or need to cancel makes things more difficult for them. **Don’t reward late clients with a convenience! **

Put simple strategies like these to work for your UPbook business, and you’ll start to see a shift in no time. **Less late clients or cancelled appointments means more office visits on the books**—that means consistent revenue and added growth! 

[Simple Tips for Front Desk Safety and Security](https://blog.upbook.com/simple-tips-for-front-desk-safety-and-security)

[The Importance of the Initial Greeting for New Client Callers](https://blog.upbook.com/the-importance-of-the-initial-greeting-for-new-client-callers)

 Tags: [UPbook business](https://blog.upbook.com/topic/upbook-business), [Front Desk](https://blog.upbook.com/topic/front-desk)

#### Written by [Zuhaib](https://blog.upbook.com/author/z)

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