Say what happens if they need to reschedule.
Plans change. A couple of plain lines on your site about notice, fees, and how to reach you keep customers from worrying, or from just not showing up.
Someone booked you for Thursday. Now their kid is sick, or their boss moved a shift, or the weather looks bad. They need to move the visit. Before they reach out, they look at your site for one thing. What happens if I reschedule?
Most service sites never say. So people worry. Some think they'll get charged. Some feel awkward calling. A few just don't show up, because that felt easier than asking.
What they want to know
It's usually three small questions.
- How much notice do you need?
- Is there a fee if they cancel late?
- What's the easiest way to tell you? A call, a text, a reply to the confirmation?
None of these are hard. They just need to be written down where people can find them.
Say your real rule
Write what you actually do, not what sounds strict.
If you need 24 hours, say 24 hours. If you charge a fee for a same-day cancel, say how much. If you don't charge anything and just want a heads-up, say that too. "No fee, just let us know" is a friendly line, and it gets people to tell you instead of ghosting.
If the rule is different for big jobs, say so. A crew that's held a whole day for one job is not the same as a 30-minute visit.
Say what you do on your end
Customers also wonder what happens if you have to move the visit. Rain, a job that ran long, a part that didn't come in.
One line covers it. Something like "If we need to move your appointment, we'll call or text you as soon as we know." That tells them you won't just leave them waiting at the window.
Put it where they look
Put a short version near the booking button or the quote form. That's when they're thinking about it.
Put it in the confirmation text or email too. That's where they look when plans change.
Keep the longer version on an FAQ page if you like. Just don't make it the only place.
Check your own site today
Open your site on your phone. Pretend you need to move Thursday to next week. Can you tell how in ten seconds, and what it will cost you?
If not, add two sentences. One for how much notice you need. One for how to reach you.
If you want a site that spells out booking, rescheduling, and the rest, kept up to date when your rules change, talk with Hexacomb. You run the business. We take care of your website.