7 Tips to Reduce No-Show Appointments
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J., in a moment of frustration, dropped me an e-mail
this week:
"...having some really nice ponies for sale here
lately, I've had plenty of calls that turn out to be tire kickers- which I
expect. However, my problem is people who make appointments to come
out and then are no shows, with no calls or emails that they are not able
to come.
I know it's
bound to happen on occasion, but was wondering if you knew of anyone that had a
way of 'decreasing' the odds on that? We spend a great deal of time prepping
our horses/ponies for potential buyers to come look at, make sure the farm is
presentable, etc. and then set that time aside in our very busy schedule for
these people...."
No doubt you, too, have been
stiffed by a "no-show" sales prospect. I
have and I know exactly what it feels like.
I suspect the root cause for sales prospects to be no shows is their
lack of good manners. And if that's the
case, bad manners are a problem only the bad mannered can choose to fix; you can't do it.
But, here are seven suggestions you
may want to use to reduce the chance of no-shows, no call, no nothing
appointments.
1. Qualify
the prospect- Is the horse you
are selling a reasonable match for the experience and skill level of the
rider? Listen carefully to the prospect's
needs and how confidently the prospect describes the type of horse he or
she is looking for. If it's an obvious
mis-match, say so. The prospect may be reluctant to say it, but later vote no by not showing up. No need to set
the appointment up if you don't have the right horse or know of another that may fit.
2. Set a
specific day and time- being
precise about the appointment creates a sense of formality. Avoid using general phrases like: around 4:30, how about 1:30 ish,
anytime after 2:00 P.M., Monday or Tuesday mornings...
3. Explain
in a pleasant tone- that you'll
be spending time in advance preparing the horse for the prospect. Preparation like bringing the horse in from
pasture, bathing, grooming and having health, show and breeding records
available for inspection.
Relate
that if a reschedule of the appointment is necessary, please call as soon
as possible. If the prospect says
don't go to any trouble, she wants to see the horse in his natural state,
respond with: let's first see if you like him with his hair combed and his shoes shined.
4. Capture
the prospect's phone number-
cell phone, preferably. Exchange your
cell phone number for emergencies.
5. Call and
confirm with the prospect the
day of the appointment. Find
out if any others are coming with the prospect and if any directions are
needed. Some may think this is being pushy. It's not. It's good business and shows
your professionalism.
6. Use
the 7 minute rule-If the prospect is seven minutes late with no
explanation, call the prospect's cell phone and inquire if they are on the
way to the farm. No need to wonder.
7. Use Murphy's Law of Forgotten Appointments - You neglect to write the appointment on your own calendar; guarantees they show up, but at the worst possible time.
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| Others Have Said |
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"A man who carries a cat by the tail learns
something he can learn in no other way."--Mark Twain
"If I have made an appointment with you, I
owe you punctuality. I have no right to throw away your time, if I do my own."--Richard Cecil "Action makes more fortune than caution."-- Luc De Clapiers
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Have Voice, Will Travel. 
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the subject and the possibilities.
E-mail me here or call me (716) 434-5371.
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| Back At The Barn
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 Overheard conversation between the riding instructor and young student:
Instructor-" I like your new gloves. Are your hands warmer this week than last week?
Student- "Yes, much warmer. I've been wearing my gloves since I put them on."
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I help professional horsemen and horsewomen struggling with the business half of the horse business.
Not enough time, not enough money or not enough of the right people working for you?
Is your horse boarding business unprofitable?
Contact me to see if I can help.
Until next time,
Doug
Doug Emerson
Profitable Horseman  |
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