This is a sample plan. The answers are made up.
Do this first
Fix the time, place or instructions people get.
Why
- The time, place or instructions people got were wrong. (you checked)
- People get a booking link that works and shows good times. (you checked)
- You had 15 to 49 new leads, enough to check a recent ten. (you checked)
Fix the details first. A reminder with wrong details makes things worse.
- Who does it
- The person in charge.
- Done means
- A test booking shows the right time, place and instructions.
Where you stand
4 working, 1 waiting on you, 2 not checked.
- New requests come inWorking (you checked)
- Each one is saved, and the right person is toldNot checked
- One person owns each oneWorking (you checked)
- A real reply goes outNot checked
- Each one is on your list with a next stepWorking (you checked)
- They know the next stepWorking (you checked)
- Dates you agreed are keptWaiting on you (you checked)
Do this today
- Find where the wrong details come from. Is it the booking page, the reminder or a template?
- Fix them at the source.
- Send yourself a test to check.
Your records support this, so you can start the change while you check.
Care choices stay with your licensed staff. This plan covers the steps around them.
Use what you find
| What you find | Your next step |
|---|---|
| What you find: Recent no-shows had wrong details. | Your next step: Do wrong details keep showing up? Find each place they are stored. |
| What you find: The details were right. | Your next step: Are the details right, but people still miss? Ask them why. |
| What you find: If you can’t tell | Your next step: Check the details on each booking for two weeks. |
Your list
Sheet: Details check
This list is made up. It is for Clearwater Med Spa.
| Booked for | Reminder sent? | Details right? | Came? | Next action |
|---|---|---|---|---|
| Booked for: Thu 9 am | Reminder sent?: Yes, Wed | Details right?: Wrong entrance | Came?: No | Next action: Say sorry and offer a new time |
| Booked for: Fri 2 pm | Reminder sent?: Yes, Thu | Details right?: Old address | Came?: Yes, late | Next action: Fix the booking and the reminders at the same time |
Your blank copy, 8 rows
What you type here stays on this page. It is gone if you reload. Print or copy it to keep it.
A note you can use
Send it to anyone who got the wrong details.
Fill in the parts in [brackets] before you send it.
Check again
When: In two weeks.
Count these real cases:
- Booked: a person with a confirmed time.
- Came: a booked person who came to the visit.
- No-show: a booked person who didn’t come and didn’t cancel.
- Wrong details: a visit had the wrong time or place. Or it had the wrong instructions.
- Cases still open:
- Keep cases with no outcome yet in their own group. They aren’t lost.
- Later:
- Count payments on their own. Do it later. On your path, each of these counts on its own: booked, visit done, then paid.
Ten cases show you what to fix. They are not a rate for the whole business.
Change the plan if
- If the check finds a gap:
- Do wrong details keep showing up? Find each place they are stored.
- If it finds no gap:
- Are the details right, but people still miss? Ask them why.
- If you can’t tell:
- Check the details on each booking for two weeks.
The whole fix
- Fix the time, place or instructions people get.Done when: A test booking shows the right time, place and instructions.
- Start this week. Check the details on each new booking.Done when: you have checked again on your review day.
- Make it how you work: the time, place and instructions come from one source. You test them after every change.Done when: two weeks pass and no case is missed.
How we can help
Use this plan
You can do this yourself.
The steps above are all you need to start. If you want a second look, bring your details check to the free review.
You can also use this plan on your own.
Why this plan
Your first answers picked one area to start with. Then a set of written rules used your later answers to pick the first step. People wrote and checked every rule and every sentence. Your answers stayed in this tab until the plan was shown.
The answers this plan used
- What would help most right now?
- More of those people buying.
- How do most customers buy from you?
- Visits or appointments.
- Have people paid for this service yet?
- Yes, more than once.
- Could you take on more of the right work next month?
- Yes.
- Do enough of the right people ask about your work?
- Yes, for the work we can take on.
- What has gone on lately?
- People drop out before a visit or call.
- Start here?
- Help people take the next step.
- What happens before someone buys this from you?
- They book a visit or job, get the service, then pay.
- Which step should this plan look at?
- After they book, before they come.
- Think of the last 30 days. How many new calls, messages or forms came in for this service?
- 15 to 49.
- Where do most of these leads come in?
- A booking page.
- Who takes the next step with a lead?
- One person on my team does it, with a backup.
- Where can you see each lead, who owns it and the next step?
- One list that has all three.
- What does the customer get as a clear next step?
- A booking link that works and shows good times.
- Have these cases passed the next-step date you agreed?
- Some have and some have not.
- Could you do this work in the time you tell customers?
- Yes. I checked the schedule or the workload.
- What do you know about the reminder they get?
- The time, place or steps were wrong.
- What have you checked to back up these answers?
- Records for the recent cases in this plan.