Appointments and calendars · ASRR Tech
How do you follow up a missed appointment?
First check that timing and joining instructions were clear. Record the outcome and offer a suitable next step without assuming a loss reason.
A practical example
A prospect could not join because the invitation contained a wrong link.
This is an illustrative situation for assessing your own process.
Checklist for your team
- Check the invitation.
- Record the known cause.
- Rebook if appropriate.
What does success look like?
Records distinguish absence, cancellation and technical failure.
Test this with a recognisable record and have a colleague review the outcome. Note missing information or decisions. Use that finding to improve a working agreement before applying the process more broadly.
Appointments and calendars: the wider process
An appointment connects an employee’s available time with a customer’s expectations. Explain the purpose, participants and location. Availability, confirmation and changes are one process. Test more than an empty slot: include busy calendars, cancellation and rescheduling. With connected calendars, agree which system determines availability and where changes are processed. Have both the employee and the customer inspect their own confirmation before making the booking route widely available.