How to handle customer no-shows and last-minute cancellations
A no-show costs you drive time and a lost slot. A few habits reduce them.
- Confirm every appointment. Send a reminder the day before with the arrival window.
- Give a clear arrival window. Narrow windows set expectations and cut missed visits.
- Say how to reschedule. Make it easy to move an appointment rather than skip it.
- Write a cancellation policy. State any trip fee for no-shows before the visit, in your quote or booking terms.
- Keep a waitlist. Fill cancelled slots from customers who asked for earlier times.
- Record what happened. Note no-shows on the customer record so you can decide how to book them next time.
Common questions
Can I charge a trip fee for a no-show?
Only if the customer agreed to it beforehand and your area allows it. Verify with your attorney.
What is a good reminder time?
Many contractors send one the day before and another that morning.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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