Managing Appointments

Overview

Appointments provide customers with personalized shopping experiences. Proper appointment management leads to higher conversion rates and customer satisfaction.

---

Before You Start

Ensure your store is configured for appointments:

---

Appointment Dashboard

Step 1: Access Appointments

1. Navigate to Dashboard > Appointments
2. View appointments in calendar or list mode
3. Filter by status, date, or store

Appointments Dashboard

Step 2: Understanding Appointment Status

---

Handling Appointment Requests

Confirming Appointments

1. Click on pending appointment
2. Review customer details and requested time
3. Click Confirm
4. Customer receives confirmation notification

Confirm Appointment

Rescheduling Appointments

If the requested time doesn't work:

1. Click on appointment
2. Select Reschedule
3. Choose alternative date/time
4. Add reason (optional but recommended)
5. Customer receives new time options

Sample Reschedule Message:

Dear [Name],

Thank you for your interest in visiting our store.
Unfortunately, the requested time is not available.

We have these alternatives:
• [Date] at [Time]
• [Date] at [Time]

Please let us know your preference.

Best regards,
[Your Name]

Declining Appointments

Only decline when absolutely necessary:

1. Click on appointment
2. Select Decline
3. Provide clear reason
4. Suggest alternative action (e.g., "Try next week")

---

Preparing for Appointments

Day Before

Customer Preparation Checklist

Share this with customers before their visit:

• Bring ID for any purchases
• Have budget range in mind
• Bring reference images if any
• Know ring sizes (if applicable)
• Allow 1-2 hours for the visit

---

After the Appointment

Step 1: Mark as Complete

1. Open the appointment
2. Click Mark as Completed
3. Add internal notes:
   • Products shown
   • Customer preferences
   • Follow-up requirements

Step 2: Follow Up

If customer purchased:

• Send thank you message
• Provide care instructions
• Schedule follow-up for feedback

If customer didn't purchase:

• Send appreciation message
• Share catalog link
• Offer to hold items

---

Handling No-Shows

When customers don't arrive:

1. Wait 15 minutes past scheduled time
2. Call to check if running late
3. If unreachable, mark as No-Show
4. Send follow-up message:

Dear [Name],

We missed you at your scheduled appointment today.
No worries - we'd love to reschedule at your convenience.

Click here to book a new time: [Link]

Best regards,
[Store Name]

---

Best Practices

Do's ✅

• Confirm appointments promptly (within 2 hours)
• Send reminders 24 hours before
• Prepare relevant products in advance
• Keep notes for future reference
• Follow up regardless of outcome

Don'ts ❌

• Don't overbook time slots
• Don't cancel without offering alternatives
• Don't keep customers waiting
• Don't forget to mark appointment status
• Don't ignore no-show patterns

---

Appointment Analytics

Track your appointment performance:

---

Troubleshooting

Customers can't book appointments?

• Verify "Accept Appointments" is enabled
• Check time slots are configured
• Ensure store is published
• Clear cache from System settings

Not receiving appointment notifications?

• Check notification settings
• Verify email in spam folder
• Enable push notifications
• Contact support if persists

Double-booked accidentally?

• Contact one customer immediately
• Offer priority rebooking
• Consider extending hours for the day
• Update slot configuration

---

Related Articles

• Setting Up Your Store
• Responding to Inquiries
• CRM Customer Management