A no-show costs you the job revenue, the travel time, the slot you could have filled, and the frustration of having blocked out time for nothing. For a sole trader, one no-show per week is £700–£900 per month in lost revenue and wasted time.
Here's how to get the rate down to near zero.
No-shows happen partly because customers forget they booked, or aren't sure the booking was confirmed. An instant SMS or email the moment they book eliminates the "did I actually book?" uncertainty. Include: their name, the date, the time, the address you're visiting, and a way to reply if they need to change anything.
This is the single most effective no-show prevention tool available. A text message sent the day before, at around 6pm, reminding the customer of their booking — with an easy way to confirm or reschedule.
"Just a reminder — [Business] tomorrow at [Time] at [Address]. Reply YES to confirm or call us if anything's changed. See you then!"
Customers who confirm are 85% less likely to no-show. Customers who reschedule via this message fill your slot rather than leave you with a gap. Win both ways.
For large jobs or new customers you've never worked with before, a small deposit (£25–£50, or 10% of the job) dramatically reduces no-shows. People who've paid something have skin in the game. The conversation is easy: "We take a small deposit to hold the slot — it comes off your final invoice."
Most legitimate customers won't object. The ones who do are often the ones who were going to no-show anyway.
Many no-shows happen because the customer forgot and felt too awkward to call and cancel. If you make rescheduling easy — a direct reply to your SMS, or a link to your booking system — customers are far more likely to give you notice rather than just not answering the door.
TWD's automated confirmation and 24hr reminder system is included in every plan. Set it once, runs forever.
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