Here I go again: TEXTING!

Professionals Only! Electrologist to Electrologist (pros only)
#1

Email and Texting

I’m done with trying to make appointments via “texting.” I won’t do it any more (with local people anyway).

I don’t think the clients sending/receiving text messages are actually reading them. I think they are texting while having conversations, on the internet, watching TV or God know what else. I now have to deal with up to 10 text messages before the client actually books an appointment. Seriously, they are “making me work for it!”

If they want an appointment, they use the phone. I’m here in the present, they are here and we have our appointment books open … AND I have their total focus.

So, are you all having the same frustration? (Indeed, more of this stuff with younger clients who I think are all becoming “ADD.”)

Below is my email/text message that will now be sent out to all “texting” clients from now on.

Dear client,

This message is not being sent to you personally.

If you would like to make an appointment with me, please do this by telephone. I have discovered that email and texting only creates confusion. I am now averaging 6 to 10 text messages, before the client actually books an appointment.

I have also discovered that people “texting” are often “multi-tasking,” and not paying much attention to my text messages … again, leading to way too much confusion. So, I am not responding to emails or text messages when it comes to making appointments.

If you get my landline answering machine, please leave your phone number and I will call you back ASAP. I am in my office during normal hours, however, you may call me in the evening and weekends (yes, including Sunday).

Thanks for your understanding,
Mike Bono

#2

I agree. Texting is so informal, people don’t take it seriously. What can be done in 2 mins over the phone in terms of availability, takes multiple text’s or emails back and forth.

I’ve never come across it here though. Appointments are always booked in person or over the phone.

The only thing clinics do, is send you a reminder message the day before your appointment, reminding you of the day and time and to call if you need to cancel. I appreciate this service. Only clinics with computerised booking systems do this though, as the messages are sent automatically.

#3

I like text messages for communicating such information as the client telling me they will be a little late or a little early, or if they are lost or even if they want to make an appointment. Some of of my out of towners even text me when they arrive home safely. I guess I give off that Mother Worry nuance.

I prefer e- mails for appointment making, changes and questions. I ask that my new clients e-mail me to give me the low down on their healing for the first couple treatments. I don’t like my phone ringing while I am working on clients. I probably have no more than five people that text me for an appointment. If everybody did that, I’d have to have a heart to heart with those clients. I can retrieve e-mail and text messages from my iPhone or iPad much easier than i can by taking phone calls. The younger clients like the electronic options. My older ladies still prefer to call and I can adjust to their needs as well.

#4

My frustration is the client who doesn’t listen to their voice mail or really read their email. On Wednesday, a client calls because she NEEDS an appointment Friday. I call her back and leave the message that I have 10:00 and 11:30, let me know which one you want. She calls me back and leaves this message: Oh! I just missed your call. Call me! I call back and leave the message with the two available times. She calls me back and leaves this message: Oh! I just missed your call. Call me! This happens three times before I finally reached her. I’ve already spent 15 minutes on her without even seeing her!!! That’s when I decided that the answering service that goes with MyReceptionist (online booking program) would be very beneficial.

So, since last Thanksgiving, all of my calls have been forwarded to them and it is wonderful!!! Clients can call 24/7 and reach someone who can schedule their appointments. Some clients DO want to make the phone call, but I have more and more (all ages) are using the online scheduling. I love it!! …and they do, too!

Where texts and emails come in is when the client is running a bit late and I can know they are on their way.

#5

I was In a hurry with my last post and forgot to say that it is helpful to tell your clients who like to text and e-mail, that when they are requesting an appointment, give three possible times and days that work for them. This cuts out the nonsense of playing tag. I retrieve the e-mail on my iPad and then use the iPad calendar to make the appointment. I confirm back with them with the word, ‘confirmed!’ what else! Very easy and very convenient. I like to keep in close contact with my clients with quick and traceable communication through e-mail first and texting as a second choice. The little dings alert me to new e-mails and texts, so I can keep on top of things. likewise, if I have to reach a client, I have two ways to communicate ASAP. It works well for me.

Some people are hard to break away from when talking to them on the phone. With electronic communication, it is easier to cut to the chase.

See! We electrologists are all so very different in our to running our offices.

#6

TEXTING FAIL!!!

This morning a client texted me, desperate to get in ASAP. I wrote back: Yes…I think there is an opening in the morning…call XXX.XXXX and the answering service can make that appointment…I’m bearding into jazzercise right now.

As I click send, I see my typo…heading!!! heading!!! She replied with a LOL.

#7

Yes you are right; I never thought about it. It’s all about whether the patient pays attention to your message!

One client wanted an appointment at 9:30 on Tuesday. I eamiled back and said: “I have a client at that time.” She wrote back: “Great, I’ll see you tomorrow at 9:30!”

My other frustration is when a new client calls in, leaves a LONG message on the answering machine and then says her number so fast you don’t get it. (Also, with “blocked calls.”) I just wait.

I still prefer “on the phone” appointment making. It seems to be faster and fewer mix-ups.

#8

This year, I am attempting a new system. I am not a telephone lover,even in my personal life, and do not use a mobile at all,refuse to own one!! I no longer answer my telephone throughout the day, and return calls early on the next working day. Being less available, has forced my clients to be more organised and reliable. Clients are adapting, and I am finding it a lot less stressful. However things still are not totally perfect, and I still get at least one non arrival and one or two late arrivals daily, but that was always the case anyway. I like the sound of the automatic reminder system that stopit described, that would be fantastic. My currnt pet hate is being 5 to 10 minutes late for a 10 to 15 minute appointment. Any advise anyone?

#9

Hi Christine, I guess you do everything online? So you have a computer? I have never checked but I’m sure there are software packages, which have an appointment booking system and set-up for automatic sms out reminders 24hrs before. Do look into it!

My clinic in London had a policy that they would only treat the remaining time if the client was late, unless there was no one booked in after. So some people only got 5mins treatment.

#10

Please do check out www.MyReceptionist.com.

I have used them for almost 2 years online and for nearly a year with the answering service. Since I’m not a phone talking fan, and being busy results in calls being returned later today or tomorrow, and the fact that clients aren’t always available so it becomes a game of phone tag (hate it)…I use them. It costs way less than hiring someone and it feels like “if you build it, they will come.”

The electrologist writes the script that they will say, the electrologist is in charge of everything that has to do with your business. You can BLACKLIST clients, AND you can have email reminders go out before the appointment. I give them 2 days, this way they can change or cancel before the 24 hour critical time.

Let me know if you want to look around mine as a client…

#11

Barbara,

May I be so bold to ask what your monthly charge is for this service? Can you pay yearly for a discounted rate? I’m asking for others that may want to know, as I feel that I already have a good system that works well for me and my clients.

I like the one on one communication because it is so personable. Today, I got a text message at 9:20. The client was asking me if she could come at 10:30 instead of 11:30. Another client, that had a 10:00 am slot, had to reschedule for next week and texted me to cancel her 10am appointment at 6:13 am this morning. So, I texted the client that wanted to come an hour earlier, to "come on over ".
For me, it is short, easy simple. I don’t ask for 24 hours notice. I’m relaxed and flexible about last minute changes. I don’t like NO SHOWS, however. Very rude.

#12

Barbara and stopit,you have opened up a whole new world for me. I am currently not computerised within my clinic, but it is certainly worthy of consideration. I am going to look into this, and will take you up on your kind offer, Barbara, when my house guests depart, and I spend that day with my accountant and finally catch my breath again. Thank you for sharing and I hope they are international. It would be sheer bliss, to only work with clients all day.

#13

I just checked this out Dee, and it is from $39,95 to 79.95, depending on level of service. I presumt this is a weekly charge and what great value!!

#14

Their pricing comparison page is here: http://www.myreceptionist.com/index.cfm/event/ViewPage/ContentPieceMappingName/pricing

I started out with the My Appointments which is now $59.95. That is per month. Once the calls got out of control, I added the phone service, which is a per minute charge. I think that charge is .95 per minute. My monthly charge ranges from $200.00 to $260.00 per month - total. My clients tell me that they are quite efficient, but they don’t feel rushed. They also don’t seem to churn time by staying on the phone, either.

It is online, so you must have internet service to have full access to the system. I can view my schedule on my cell phone, but have not figured out how to make appointments, however, my clients can on their phones! I guess I need a client to give me a tutorial!!!

Christine, If this company does not offer out of US, then perhaps you can find someone similar?? Or encourage someone to start such a business!!!

Dee, I have instructions for them (MR) to give my cell number to anyone who has questions. It gives me the chance to do the one-on-one. I have lightened up my outgoing messages (website and emails) that mention the 24 hour cancellation notice. There is something about habitual late cancellations will be charged… Also, I set up a gmail account that receives all notifications from this system. New appointments, new clients registering (there are lookie-loo’s) and if a client calls my number that they are running late, I can see at a glance (email comes to cell phone) what is happening.

I’ll bet that every single day one of my clients says, “I really love that scheduling system you are using.” It also saves me time after an appointment, because the client can go right home and make their own appointment.

#15

Thanks so much for sharing all this information, Barbara. So, at the very most, for your busy practice, it would cost $3,120 per year, plus internet expenses, which is far less expensive than hiring a receptionist to cover your phone. Maybe this thread should be moved to the ELECTROLOGIST thread. Good info for others to peruse.

#16

Have learned that they offer this service in Canada and UK. Jason Reynolds, Director of Client Services said that they can service clients all over the world.

And a hired/in-office receptionist would not be available 24/7…

And…there is that immediate gratification thing. The client calls, they get to make the appointment without further ado.

#17

Christine, you and I must be the only two people in the world who are still reluctant to use a mobile phone. I try not to say so because I discovered that people look at me as if my skin was covered with green scales. Yes, I feel like an alien for not having a mobile.

On my recent trip, I found that to be the “Age of Communication”, communicating with people is harder than ever. Every time we took a wrong road and tried to ask any pedestrian, he or she had a phone glued to his ear!

Text messages have a great advantage over the phone. Everything is logged, is an excellent way to obtain informed consent from the client. Since everything is recorded, no information can be ignored. None of my local customers using the online system to formalize an appointment, however, all my boys and girls from overseas do. This has given me a number of advantages which has never had:

-Have enough time to assess and analyze the case. Since most of the emails containing photos of the area will be treated, I have a rough idea of the extent and severity of the case.
-Have information regarding the client’s priorities. Their desires, anxieties, their availability, if he or she needs or not a quick return into society. (This allows me to choose the strategy)
-The system temporary or permanent hair removal that has been used previously. A few days ago I witnessed a case of malpractice Electrolysis from the pictures sent by a potential customer.

All these reasons are enough, but now you try to imagine that one of your clients speak only Spanish and wants to come to you (and you only speak English, German, Dutch, French and some Italian words), how you communicate with this client? easy, get off a possessed machine translation program, like Google translator and try to give and receive all the information possible before making a formal appointment.

I forgot to mention another advantage of text messaging. This represents the only way to set an appointment (by himself, his or her) between the professional and the client with deafness.

#18

If I did not have a business, I would not have a cell phone. If I DID have one, I would be like my grandmother, who has one, but it is never turned on unless she is actually making a call.

As for Texting. I could really do without it, but between my wife, my clients, and my kids, what am I going to do? They gifted me with a phone that finally actually works with texting, so I don’t have that excuse anymore.

#19

Your grandmother is a smart girl, James. :slight_smile:

#20

Yes, and she is cute too. Must be where I got it all from. :wink: