Booked ≠ Revenue
- Hope strategy
- No reinforcement
- Attendance left to chance
- Revenue unpredictable
Attended = Opportunity
- Control and predictability
- Structured commitment reinforcement
- Multi-touch reminder system
- Revenue protected
Shows ÷ Bookings = Show Rate %
50 patients book. 40 actually attend.
40 ÷ 50 = 80% Show Rate
Show Rate is a commitment metric — not a logistics metric.
40 ÷ 50 = 80% Show Rate
Show Rate is a commitment metric — not a logistics metric.
The Momentum Protection Window
Booking
Certainty Peak
Lock the decision while certainty is high. Deposit confirms commitment.
48 hrs
Doubt Begins
Reconfirm commitment. Surface hesitation before it becomes a no-show.
24 hrs
Friction Window
Remove logistics and last-minute avoidance. Confirm location, time, parking.
Morning Of
Execution Point
Final touch. Protect attendance — protect opportunity.
The Channel Stack
Call
Authority
Live hesitation resolution. The only channel that handles real-time doubt.
SMS
High Visibility
Immediate reinforcement. High open rate. Short, personalised, one clear action.
Email
Depth
Clarity and preparation. Full confirmation, logistics, what to expect on the day.
Small Drops = Large Losses
80% Show Rate — Baseline
40 shows
20 sales × £3,000 = £60,000
20 sales × £3,000 = £60,000
65% Show Rate
32 shows
16 sales × £3,000 = £48,000
16 sales × £3,000 = £48,000
£12,000 LOST / month£144,000 per year
Treatment Reactivation Protocol
30
Days · Clarify & Remove Barriers
Address unanswered questions or practical concerns from the original consultation.
60
Days · Reinforce Value
Share relevant case examples or updated treatment options if appropriate.
90
Days · Reassess Interest
Offer a brief review consultation to reassess goals or timing.
Implementation Standard
- Standardise confirmation language — every booking triggers the same sequence immediately
- Install multi-touch reminder timeline across Call, SMS and Email for every patient
- Measure show rate weekly — treat it as a performance KPI, not admin
- Activate 30/60/90 day reactivation for all no-shows and declines without exception