How do I set up appointment reminders that actually work?
If your business runs on appointments, you know how frustrating it is when people don’t show up. Whether you’re a salon owner, consultant, doctor, or coach, missed appointments cost you time and money. So how do you make sure your reminders actually get noticed—and more importantly, get results?
The most effective appointment reminders are timely, personalized, and sent across the right channels. They’re not just a heads-up. They’re a nudge that keeps your customers informed and accountable without annoying them.
Let’s break down how to set up reminders that actually work, so your calendar stays full and your clients stay happy.
What makes a good appointment reminder?
A great reminder feels helpful, not spammy. It’s short, to the point, and shows up at just the right moment.
Here’s what to include:
- Client name – Personalization increases engagement.
- Appointment details – Date, time, location, and service.
- Confirmation or reschedule link – So they can take action instantly.
- Contact info – In case they have questions.
Most businesses use SMS and email reminders together. SMS gets opened faster (usually within 3 minutes), but emails are great for detailed info and confirmations. Using both increases your chances of getting seen.
How far in advance should reminders go out?
It’s not just what you say, but when you say it. Sending multiple reminders at the right times keeps the appointment top of mind without overloading your clients.
Here’s a proven reminder schedule:
- Immediately after booking – Confirmation email or text.
- 24 hours before – Primary reminder.
- 1–2 hours before – Final heads-up.
You can adjust these based on your industry. For example, therapists might avoid same-day reminders for privacy, while massage clinics find a 1-hour SMS boosts same-day attendance.
Should I use SMS, email, or both?
The answer is: use both. SMS reminders have a 98% open rate, according to Gartner source, while emails often get lost in clutter. But emails give you space for more info—like directions, intake forms, or cancellation policies.
If you use Surge by Thrive, you can automate reminders across both channels through our Calendars and Appointment Scheduling tool and Email & SMS Marketing features. You can also customize timing, content, and follow-ups based on the type of appointment.
What’s the best way to automate reminders?
Manual reminders take time you don’t have. The smarter approach is to use automation software that connects to your booking system.
With Surge by Thrive, you can:
- Automatically send reminders based on booking time
- Personalize messages with dynamic fields (like name and appointment type)
- Include confirmation and reschedule links
- Trigger reminders through email, SMS, or both
- Use workflows to follow up after no-shows or cancellations
All of this can be built inside Workflow Automations, with drag-and-drop simplicity.
How do I handle last-minute cancellations or no-shows?
Reminders help reduce no-shows, but you also need a plan when someone can’t make it. That starts with offering easy ways to reschedule and enforcing policies clearly.
Some tips:
- Add a link to reschedule or cancel in every reminder
- Set clear cancellation policies in the original confirmation
- Use Surge’s CRM and Lead Capture to track cancellation trends
- Trigger an automated follow-up when someone doesn’t show, offering to rebook
You can even add automated reputation management to ask for reviews from those who show up—using Reputation Management tools from Surge.
How do I make reminders feel more personal?
Tone matters. If your reminders sound cold or robotic, people tune them out. Keep it friendly and conversational.
Here’s a side-by-side:
- Too formal: “Dear customer, this is a reminder that your appointment is scheduled at 3:00 PM on 11/22.”
- Better: “Hi Jamie! Just a quick reminder—we’ve got you down for your haircut tomorrow at 3pm. Need to reschedule? Tap here.”
Use Custom Forms and AI Bots to gather key info during booking, so your reminders can feel personal and relevant without requiring manual effort.
Do appointment reminders improve business performance?
Yes, they do. Businesses that implement automated reminders typically see:
- Up to 40% reduction in no-shows (Zippia data)
- Improved client satisfaction
- Higher repeat booking rates
- Better team efficiency
And when integrated into your full marketing and CRM flow, they become part of a customer journey that builds trust, increases lifetime value, and saves your team hours each week.
Final takeaways: what really works?
- Use both SMS and email reminders to maximize visibility
- Send multiple reminders: at booking, 24 hours before, and 1–2 hours before
- Personalize each message with names, times, and clickable links
- Use automation tools like Surge by Thrive to manage it all effortlessly
- Follow up with no-shows, and reinforce positive behavior with review requests
If you’re still doing reminders manually—or worse, not doing them at all—it’s time to automate the process and watch your no-shows drop fast.
Surge by Thrive offers everything you need to manage appointments, automate reminders, personalize messaging, and track customer behavior. Want to see how it works? Schedule a demo or contact us here.