No More No-Shows: How to Keep Client Meetings

Reading Time: 3 minutes

Is there anything worse than a client not showing up for an appointment, especially after countless hours and dollars spent generating the lead in the first place?

How many times have you had a completely booked day of appointments only to be disheartened when only half of the appointments show up?

How about traveling half a day to meet a prospect in their home, only to be left on the front porch when no one answers the door?

Here are three simple tips to help you dramatically reduce – or even eliminate! – the dreaded no-shows.

1. Change Your Mindset.

Take the same time, energy, and effort to keep appointments as you do to generate the lead in the first place.

Your office should have systems and procedures for every marketing channel, from radio and seminars to client referrals and newspaper ads. Track every lead and phone call.

Don’t leave appointments to fate, hoping the prospects will show. Begin by making a reminder phone call; for instance, call the prospect the day before to make sure the appointment time still works for them.

2. Create a System.

The key to your pre-appointment system is managing the “touches” before the scheduled appointment.

“Touches” refer to any type of contact between yourself or your office and the prospective client. We recommend three basic methods to reach out and make contact with the lead: emails, phone calls, and letters.

You always want to make sure you are making contact at least twice a week between appointments. This becomes especially important during the holidays when people are more likely to say, “Let’s meet after the first of the New Year,” or “We’ll meet after Thanksgiving.” Often, it is hard to decipher if this is a simple “blow-off” or if there is some true interest in meeting again in the future.

The content of the phone call, email, or letter should always be consistent and reiterate a couple of key points:

  • Make your touches personal. Let your clients know you’re excited to meet with them.
  • Plan out the appointment beforehand. You want your clients to know you can truly help them accomplish their goals. Reference their personal goals, or if this is the second, third, or fourth appointment, discuss their needs from previous appointments.
  • Tell them that you have blocked out time on your calendar specifically for them.
  • Train your staff to make sure that they do not provide a way out of the appointment by saying something like, “Does that time still work for you?” or including the statement “Please contact us if that doesn’t work” in an email. The prospect made the appointment, so assume that they want to meet.

3. Implement the System.

If the success of your office’s systems depends solely on you, it will fail.

Success also depends on accountability with your employees to make sure each box is being checked when communicating with clients. This is true for prospective clients as well.

There are many advisors who do not have a staff to delegate responsibilities to. For those of you who do not have a staff, take full advantage of the technology at your fingertips. Set reminders and use your calendar to alert you of letters or emails you need to send. It’s easy to forget the smaller details when you’re a lone ranger.

Over time, you should work toward getting at least one additional employee and a physical office. We have yet to talk to an advisor earning more than $5 million in annuity premium a year who doesn’t have an assistant of some sort.

Once you start putting as much effort into holding appointments as you do getting them, you’ll notice an incredible reduction in “no-shows.”

Other advisors often ask us, “How much is too much when contacting your prospects?” And, we ask them, “Has anyone ever called your office and said, ‘We are not coming in because you and your office seem too interested in helping us?’”

To that end, we say, “The more, the better.”

For advisor/agent use only. Not for use with the general public.
Share on Facebook
Share on Twitter
Share on LinkedIn


Stay on top of industry trends and discover marketing insight and sales tips to help you grow your practice.

This field is for validation purposes and should be left unchanged.

2024 Tax & Benefit Guide

Fill out the form below to get your free guide

Stephen Odom, CEO of The Impact Partnership


Chief Executive Officer

Stephen started in the insurance marketing business in 2001 as a new business consultant. In 2002 he was promoted to Director of Sales and built a 200 million book of business from scratch. By 2005, he was one of the top wholesalers in the country, working with some of the top financial advisors and insurance agents across the USA. In 2008, Stephen was promoted to Co-President of one of the largest IMOs in the country.

In 2011, Stephen continued his entrepreneurship path and co-founded The Impact Partnership, an INC 5000 company. Stephen is responsible for the strategic vision of Impact and is laser-focused on creating a culture of growth for both internal teammates and our amazing customers.

Stephen lives in Kennesaw, GA, with his wife of more than 20 years, Kendra. They are blessed with three beautiful children Katie, Tyler, Anna Brooke, and Laya, their German Shepherd and Luna, their BernieDoodle.