Boulevard users! How do you handle it when regular clients miss their usual appointment window?
Question for MedSpa owners/managers.
I've been digging into retention data lately and something keeps coming up that I'm curious about. When a regular Botox client who usually comes every 3 months hits the 4-month mark without rebooking how does your team catch that?
I've talked to maybe a dozen clinic owners about this in the last few weeks and the most common answer is "our front desk is supposed to track it but they're too busy."
Boulevard has the appointment reminder feature which is great for people who ARE booked. But for the people who should have booked and didn't it seems like there's a gap.
A few things I keep hearing:
- We notice when they come back in 6 months and we say 'wow it's been a while' but by then we already lost 1-2 visits worth of revenue
- Our front desk tries to check the overdue list but they only get to it when it's slow which is basically never
- Boulevard sends a reminder at 90 days but by 90 days the client has already gotten used to NOT coming
Anyone actually cracked this? Do you have a system that works or is everyone just kind of winging it. I'm not selling anything. Im just trying to understand how the industry handles this because I think it's more lost revenue than most people realize.