How to retain more clients and spot at-risk customers…
With the introduction of a few new reports you can now identify at-risk customers before they leave.
Let’s face it, we all know how late cancellations and no-shows hurt your business and inconvenience your customers. When using GO Retrieve you’re safe in the knowledge that you’ll always get paid for these inconveniences, but did you know that a late cancellation or no-show is often the first sign of an ‘at-risk’ customer?
As bad as they are, it’s always best to turn a negative into a positive, and you can certainly do that here. Firstly let’s look at a few basic steps you can take to greatly reduce these inconveniences and then let’s take a look at how to retain more clients.
Charge for no-shows and late cancellations
Charging your customers for not showing up, or late cancellations is a must. It’s that financial incentive that will keep them focused on their commitment to you, and not to the couch. There’s nothing worse than having an empty space in a class or turning up to an appointment on your own. Communicate your cancellation policy clearly, and set your cancellation period within your classes, GO Retrieve will then automatically manage any refunds or penalties.
Use your Waiting Lists
Whilst no-shows are clearly a pain, a late cancellation can be automatically recovered through your waiting lists. Set your waiting list cut-off time to a sensible timeframe and any late cancellations will automatically receive a notification of the available space.
Use your Push Notifications to fill spaces
If you need to fill a last-minute cancellation, use your ‘send to all’ Push Notifications. This is a quick and easy way to reach out to all your customers at once, make your Notification title punchy and create a sense of urgency.
How to retain more clients and identify those at-risk
Now whilst you’ll always get paid for those no-shows, and you can easily fill a late cancellation space, what else can you take away from this? Well, a single late cancellation or no-show can be the early signs of an ‘at-risk’ customer, a customer who is just about to drop off your radar and disappear into the abyss.
To avoid such instances we’ve added a couple of new reports to highlight any early signs of ‘at-risk’ customers and to help you to retain more clients. The two reports, which you can find in your Reports page, highlight’s any ‘no-shows’ and any ‘late cancellations’. We would recommend that you run these reports every week, if not every day. The earlier you can recognise a potential problem, the more chance you have of re-motivating and engaging with that customer. In addition to the ‘no-shows’ and ‘late cancellations’ reports, you can also now run a report on ‘refunded’ customers, these are your customers that have met with your cancellation policy.
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Custom Branded Mobile App
Promote your brand with your very own custom-branded mobile app available for IOS and Android. A great way to keep your brand in front of your clients, allowing them to book and pay for all your classes, appointments and workshops.
Engage and re-engage
Send automated and targeted push notifications to remind your clients of upcoming classes and events. Automatically re-engage with clients that have stopped booking with personalised “we miss you” messages, and automatically send ‘Happy Birthday’ messages with a free class if you’re feeling generous.
Online booking and secure payments for your classes, appointments, and workshops any time of the day or night, purchase automatically recurring memberships, single and multiple class passes.
Keep your classes full
With online booking and real-time scheduling, your clients can book your classes on the go, and when a class becomes full they can add themselves to your class waiting list, which automatically notifies clients when a space becomes available.
Create unlimited bespoke memberships with full class and appointment flexibility, and automatic recurring payment collections with a click of a button.
Staff Check-in app
Provide your staff with their own check-in registers, giving them instant access to the clients attending their classes with access to clients emergency contact details and health information.