SMS Appointment Reminders That Actually Work
TL;DR:
- SMS reminders can cut no-shows by up to 40%
- Include the client's name, appointment time, date, and location
- Add a link for easy rescheduling or confirmation
- Automate your reminders to avoid missed sends and save time
- Always get consent and include opt-out options to stay compliant
No-shows cost businesses money and waste time. SMS appointment reminders are one of the most effective ways to tackle this problem. They're direct, people actually read them, and they work.
Why SMS reminders work so well
Text messages have a 98% open rate, and most people read them within three minutes. Compare that to emails, which often end up in spam folders or get buried in overflowing inboxes.
SMS reminders work because they reach people where they already are – on their phones. A quick buzz, a glance at the screen, and your appointment details are right there.
What to include in your reminder message
Keep your SMS reminders simple but complete. Here's what every reminder needs:
The client's name – Personalisation matters, even in a short text. "Hi Sarah" feels more human than a generic message.
Date and time – Be specific. "Tuesday 15th March at 2:30pm" leaves no room for confusion.
Location – Include the full address or clear directions. Don't assume people remember where you're based.
Contact details – Add your phone number so clients can call if they need to reschedule.
Action links – Include a link where clients can confirm, reschedule, or cancel. This makes it easy for them and gives you advance notice of changes.
Here's what a good reminder looks like:
"Hi Sarah, reminder of your appointment tomorrow (Tue 15 Mar) at 2:30pm at Wellness Clinic, 123 High Street. Confirm or reschedule: [link] Call us: 01234 567890"
Keep it under 160 characters if possible to avoid your message being split across multiple texts.
Timing your reminders
Send your first reminder 24 hours before the appointment. This gives clients enough notice to reschedule if needed without leaving you scrambling to fill the slot.
For important appointments or services with long waiting lists, consider sending a second reminder 2-3 hours beforehand. But don't overdo it – too many messages will annoy people.
Setting up automation
Manual reminders are fine when you're starting out, but automation saves time and prevents human error. Most messaging platforms let you set up automated workflows based on your calendar.
Set the system to pull appointment details from your booking system and send reminders automatically. This means no more forgotten reminders or last-minute scrambles to send messages.
Staying compliant
You need explicit consent before sending SMS messages. This usually means adding a tick box to your booking form that clearly states you'll send appointment reminders via text.
Always include an opt-out option in your messages. Something like "Reply STOP to opt out" keeps you compliant and gives clients control.
Keep records of consent and respect opt-out requests immediately. It's not just good practice – it's the law under GDPR.
FAQs
How far in advance should I send appointment reminders?
24 hours is the sweet spot for most appointments. It gives clients time to reschedule without leaving you with empty slots. For same-day bookings, send the reminder as soon as the appointment is confirmed.
Can I send multiple reminders for the same appointment?
Yes, but use them sparingly. One reminder 24 hours ahead works for most situations. Add a second reminder 2-3 hours before only for high-value appointments or if you have a particular problem with no-shows.
What if a client doesn't respond to the reminder?
No response usually means they're still planning to attend. Don't chase non-responses unless you specifically ask for confirmation in your message. Focus your follow-up efforts on people who actively cancel or reschedule.
Should I include pricing information in reminder messages?
Only if it's essential. Reminder messages work best when they're focused on the appointment details. If you need to mention costs, keep it brief and consider sending pricing information separately.
Jargon Buster
Opt-out – A way for message recipients to stop receiving texts by replying with a specific word like "STOP"
GDPR – General Data Protection Regulation, the EU law that governs how businesses collect and use personal data
Open rate – The percentage of people who actually read a message after receiving it
Automation – Setting up systems to send messages automatically based on triggers like appointment bookings
Wrap-up
SMS appointment reminders are simple, effective, and save money. Get the basics right – clear information, proper timing, and client consent – and you'll see fewer no-shows within weeks.
Start with manual reminders to test what works for your clients, then move to automation once you've found your rhythm. The time you save can go straight back into serving your customers better.
Learn about QuickSMS: https://www.quicksms.com/