Which businesses, and which services?
Online booking works well when the service has a predictable length and customers can choose it on their own. That is the case for a hair salon, a beauty salon, a professional practice, a garage for a service, or an estate agency for a viewing or valuation.
For a building tradesperson, it is less clear-cut. A building job cannot be booked like a haircut. On the other hand, a first site visit or assessment, in slots you open yourself, can perfectly well be booked online. The pricing comes afterwards.
Look at it from your customers’ side too. Do they tend to book in the evening, when you cannot pick up? Do they mainly call to find out when you are free? If so, a calendar they can view and book at any time helps them as much as you. If, on the other hand, every request needs a conversation first, an appointment request form that you then confirm is often a better starting point.
- Well suited: standard services, known length, customers able to choose on their own.
- Needs limits: preliminary visits, first appointments, limited slots.
- Poorly suited: emergencies, jobs whose length depends on an assessment.
Set your rules before choosing the tool
Most problems come from poorly defined rules, not from the tool. Take the time to answer these questions, in writing.
Your services and how long they take
List what customers can book, with a realistic length for each service, including preparation and tidying up. If you travel to customers, allow for the journey between two appointments.
Your slots
Open only the times when you are genuinely available. Keep some periods closed to bookings for admin, the unexpected and customers who phone.
Notice, cancellation, information requested
Decide how far in advance people can book, how late they can cancel and what you ask the customer for: name, phone number, address of the job, reason for the visit. Ask only for what you need for the appointment.
External platform or a module on your own website?
There are two approaches. A third-party booking platform is quick to set up, but your customers often book on a page that is not yours, next to other professionals, under conditions set by the platform. A module built into your website keeps the customer with you, in your colours and under your rules.
Whichever you choose, check these points:
- Two-way sync with the calendar you already use.
- How it looks on a phone, since that is where most customers book.
- Confirmation and reminder emails or text messages.
- Whether customers can cancel or move their appointment on their own.
- Where your customers’ details are stored, and who can access them.
- What you get back if you change tool.
Our approach
We add online booking to your website as an option, for €290 excl. VAT. It fits into a showcase website (from €490 excl. VAT then €15 excl. VAT per month) or a pro website (from €900 excl. VAT then €20 excl. VAT per month). Hosting is chosen with you, including in Europe, and only the data needed for the appointment is collected.
Cutting down on missed appointments
A missed appointment is a lost slot. A few simple settings help:
- An immediate, clear confirmation with the date, time, address and how to cancel.
- A reminder the day before or a few hours before.
- A link to move the appointment rather than not turning up.
- Cancellation rules shown before booking, not after.
Going further with automation
Once appointments are online, other tasks can follow: preparing the customer record, sending a questionnaire before the visit, following up after a service. Our assistant Aristide, from €79 excl. VAT per month, prepares these messages and follow-ups; you approve before anything is sent. To estimate how much time this would save you, use our online tool.
Launch, then adjust
Start simple: one or two services, limited slots, one reminder. Tell your regular customers, add the link to your Google Business Profile and to your email signature. After a few weeks, look at what is not working: durations too short, slots never taken, recurring questions. Adjust the rules rather than adding more options.
Finally, think about the team: if several people take appointments, each needs their own calendar and to know who changes what. An appointment moved over the phone must also be moved in the tool, otherwise the slot opens up online and two customers turn up at the same time.
If your current website cannot take this module cleanly, our free diagnostic helps you take stock. Your first 30-minute call with us is free.