Every no-show costs you twice: the lost revenue from that session, plus the opportunity cost of the slot you could have filled. For most coaches, reducing no-shows by even 50% would add thousands to their annual revenue.

Why Clients No-Show

Understanding the reasons helps you prevent them:

  • They forgot - Life gets busy, especially for overwhelmed clients
  • Scheduling conflict - Something came up they prioritized over coaching
  • Avoidance - The work feels hard and skipping feels easier
  • Low commitment - They're not fully invested in the process
  • Technical issues - They couldn't figure out the video link

The Multi-Touch Reminder System

One reminder isn't enough. Implement a sequence:

  • Booking confirmation - Immediate email with calendar invite
  • 48-hour reminder - Email with session prep suggestions
  • 24-hour reminder - SMS text message
  • 2-hour reminder - SMS with video link

Stronghold sends these automatically based on your preferences.

Clear Policies That Work

Have a cancellation policy and communicate it clearly:

  • 24-48 hour cancellation notice required
  • Late cancellations may be charged in full
  • No-shows are charged in full
  • Offer rescheduling as the preferred alternative

Enforce your policy consistently. Exceptions train clients that the policy is optional.

Increase Commitment

Committed clients show up. Build commitment through:

  • Package pricing - Prepaid packages have lower no-show rates
  • Session prep - Assign homework that they'll want to discuss
  • Goal tracking - Review progress each session
  • Relationship building - Clients don't ghost coaches they genuinely like

Make Showing Up Easy

  • Send the video link in every reminder
  • Test technology in the first session
  • Offer flexible rescheduling when needed
  • Keep session times consistent when possible

Handle No-Shows Gracefully

When it happens:

  1. Wait 10 minutes, then send a check-in text
  2. If no response, send follow-up email same day
  3. Reference your policy but focus on rescheduling
  4. Address any patterns in your next session

One no-show is a mistake. Two is a pattern worth discussing.