How I use automated messages in SimplyBook.me to stay in touch with clients
Thomas MacKenzie
🏪 VIP Seller
🥇 Gold Seller
Freelancer · Watford · 6mo ago
Six months ago I had two no-shows in a single week. Six months ago I was running my lash studio in Nottingham with a WhatsApp number, a paper diary, and a growing sense of dread every Monday morning when I'd open my messages.
Today I run on Acuity Scheduling. I take £10 deposits on every booking. I have automated reminders going out 48 hours and 2 hours before every appointment. My no-show rate is down to almost zero.
Here's what changed and how I did it.
Step one was accepting that my old system wasn't sentimental — it was just inefficient. The 'personal touch' of WhatsApp bookings is lovely in theory but in practice it means being available 24 hours a day and having no real protection when someone lets you down.
Step two was choosing Acuity Scheduling after a week of free trial. The setup took me an afternoon. I imported my services, set my working hours, connected my payment account and turned on SMS reminders. That's genuinely it.
Step three was telling my clients. I sent a group message saying I'd moved to a professional booking system and included the link. I framed it as a service improvement — which it genuinely is — rather than a policy change. No one complained. Several people said they preferred it.
Step four was adding deposits. I did this a month after the switch, once clients were used to the new system. I kept the amount reasonable at £10 and the policy clear: non-refundable within 48 hours. Done.
Today I run on Acuity Scheduling. I take £10 deposits on every booking. I have automated reminders going out 48 hours and 2 hours before every appointment. My no-show rate is down to almost zero.
Here's what changed and how I did it.
Step one was accepting that my old system wasn't sentimental — it was just inefficient. The 'personal touch' of WhatsApp bookings is lovely in theory but in practice it means being available 24 hours a day and having no real protection when someone lets you down.
Step two was choosing Acuity Scheduling after a week of free trial. The setup took me an afternoon. I imported my services, set my working hours, connected my payment account and turned on SMS reminders. That's genuinely it.
Step three was telling my clients. I sent a group message saying I'd moved to a professional booking system and included the link. I framed it as a service improvement — which it genuinely is — rather than a policy change. No one complained. Several people said they preferred it.
Step four was adding deposits. I did this a month after the switch, once clients were used to the new system. I kept the amount reasonable at £10 and the policy clear: non-refundable within 48 hours. Done.
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I made the same switch and I'd add one thing: tell your clients it's for their benefit, not yours. Frame it as 'you can now book at any time of day without having to wait for me to respond'. That framing works really well and it's also genuinely true.
#1
This is really relatable. I went through almost the exact same process 3 months ago. The biggest thing for me was realising that the clients who pushed back hardest on deposits were the ones who'd let me down before. Once I saw it that way the decision became very easy.
#2
I had the same fear about telling clients I was switching to online booking only. Turns out most people actually prefer it — they can book at midnight if they want to without feeling like they're bothering you. The ones who complained were the ones I could afford to lose.
#3