Use a cadence based on service length.
A single reminder is not enough for most services. The longer the appointment, the more lead time you need. The goal is to confirm the appointment, not overwhelm the client.
- 30 to 60 minutes: confirmation + 24 hours + 3 hours.
- 60 to 120 minutes: confirmation + 48 hours + 6 hours.
- High-ticket services: add a 7-day reminder to reduce churn.
Text vs email vs both.
Text has the highest open rate, but email is better for longer instructions. Use both when your service needs prep or policies. Keep texts short and to the point.
- Text: confirmations, short reminders, quick reschedule link.
- Email: prep instructions, intake forms, detailed policies.
- Both: new clients or high-ticket services.
Use short message templates that get responses.
Your reminders should ask for a simple response or confirm automatically. Keep the service name, date, and time visible. Avoid long explanations in SMS.
Short reminder template
Hi [Name], this is a reminder for your [Service] on [Day] at [Time]. Reply YES to confirm or use this link to reschedule: [Link].
Make rescheduling easy without losing revenue.
The easiest way to reduce no-shows is to make rescheduling simple. If clients can reschedule without a call, they are more likely to show up at a later date.
- Include the reschedule link in every reminder.
- Limit reschedules to your cancellation window.
- Require a deposit for last-minute rebooks.
Avoid spam triggers and over-messaging.
Over-messaging can feel invasive. Keep your cadence predictable and stop reminders once the client confirms. Avoid sending promotional messages from the same number as your reminders.
- Do not send more than 3 reminders per appointment.
- Keep SMS under 160 characters when possible.
- Use a separate channel for marketing campaigns.