Improving appointment hold rates
What are you all doing to improve your hold rate ratios for appointments held? I try to set 12 appointments each week but I have very low hold rate ratios lately. I’m getting frustrated with all the no shows that I have encountered. Any advice would be greatly appreciated. Thanks all!
Are these actual clients or prospects.
Send an appointment reminder card or some pre appointment material, such as a check list of questions for them to think about and topics you will be covering: and request that they bring it to the appointment. It makes the meeting seem more important.
The day before the appointment call and remind them of the appointment. If the time passes where they were supposed to show up and if you were not able to contact them the night before (we don't want to nag too much) call and see if they are just running late or would like to reschedule.
People get busy and forget.
When I was starting out, all I would focus on was getting an appt on the books. I would set an appt and get off the phone, thinking it was a big victory to get a prospect to commit to a meeting. I would try and get at least 2 meetings per day, M-F, and try to get one for a Saturday morning. After a couple months I realized that I was only seeing about 4 a week, with the rest rescheduling or completely blowing me off.
Of course, I would eventually see some of the reschedules, but the majority of those were blowing smoke, or were never truly interested. I realized that I was too egaer to just get an appt, and began focusing on really qualifying people over the phone, and engaging their 'hot buttons'. I made a note and hung it on my computer that reminded me to take my time with prospects on the phone before asking for a commitment to meet...
That approach helped develop rapport with these people and increased the likelihood that they would keep the meeting, when I eventually asked...
Get their fax number or email address and send them a reminder. I deal with a lot of business owners who are simply too busy to take calls. They tell their receptionists that they will be "in a meeting" for a few hours when they just want some time to catch up on other things. I have found that a simple fax cover letter reminder a day or two before the meeting works very well. The secretary or receptionist receives the fax and hand delivers it right to the prospect. I also call them again to confirm the meeting on the afternoon prior to, or the morning of the day of the appointment. <?:namespace prefix = o ns = "urn:schemas-microsoft-com:office:office" />
You may want to try selling yourself a little more as well. In the P&C insurance industry there is a lot of competition. You've probably heard this before, but you have to set yourself apert from the competition. Staying competitive isn't always about having the best markets or price. Most clients I've dealt with told me they know when someone is sincere in wanting to earn and keep their business or is just trying to make a commission check at the end of the month.
Prospective clients are buying you before they even consider looking at what you have to offer.