First text, same day
Hi [Name], we missed you at [time] today and wanted to make sure you're okay. Would you like me to find you a new time this week?
What to say
What to say when a client misses an appointment.
Reach out the same day, assume something came up, and make rebooking the easy next step. Save the fee conversation for your policy, and say it plainly, once.
2:20 PM
Glow Aesthetics
Text message
20 minutes after the missed appointment
Hi Dana, we missed you at 2:00 today and wanted to make sure you're okay. Would you like me to find you a new time this week?
I'm so sorry, I completely forgot. Yes please!
No problem. Thursday at 4:30 PM or Saturday at 10:00 AM?
Copy and adapt
Wording you can use today.
Replace the parts in [brackets] with your own details.
If your policy has a fee
Hi [Name], we missed you at [time] today. Per our booking policy, a missed appointment fee of [amount] applies. I'd still love to get you back in. Want me to send a few times?
Second no-show
Hi [Name], we missed you again today. To hold a time for you going forward we'll need a card on file. If you'd like to rebook, reply here and I'll set it up.
Do
- Text within the hour, while the gap is fresh for both of you.
- Offer two specific times instead of asking when works.
- Point to the policy she agreed to when she booked.
Don't
- Don't guess at the reason or sound hurt.
- Don't waive the fee in one message and charge it in the next.
- Don't leave the slot empty: offer it to someone on your waitlist.
Or let Bella do it
How Bella handles this for you.
When Bella runs your book, she sends a reminder the day before with a quick reply to confirm, so most of these are caught before they happen. If someone needs to move, she reschedules in the same thread and the slot opens back up.
Questions owners ask
Should I charge a no-show fee?
That is your call. What matters is that the policy is shown at booking and applied the same way every time. A fee that is sometimes waived stops working.
How long should I wait before reaching out?
Fifteen to thirty minutes. Earlier feels like nagging while she may still be parking. Later, the day has moved on and the slot is lost.
More from the library
Other moments at the front desk.
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Don't take our word for it. Interview Bella for the job.
Call and interview her the way you'd interview a front desk hire. Ask how she handles an after-hours caller, a price question or a reschedule. Then she'll book you a time with our team.