How To STOP Getting No-Showed (3 Reasons Why People Skip Appointments)

Hello ladies and gentlemen, it's Julian here from Advanced Agent Marketing. And I made this video today because I saw an agent was struggling with no shows, with appointments over telesales. And as someone who has deeply struggled in the past with having no shows, I decided to make a video. So this video is for you. Alright, so for number one, we're going to talk about a lack of value. So if you're having a no show rate that's extremely high and maybe you're getting only a few appointments here that are showing up or a few appointments there, the number one thing that you can do to fix it is to reevaluate your script, right? Your appointment setting script. So if people aren't showing up. This was something I struggled with early on in my career in sales. And to give a quick example of how I fixed mine, I took my show rate from 10% to 80% just simply by offering a little bit more in the phone call. And so I used to work at a gym a long time ago and what I would do is I would, when I was talking to them, instead of just saying, hey, I'll see you, I'll see you at 9am Tuesday morning, right? I would let them know, hey listen, I need to know a little bit about your goals. First I would get their goals and then I would say, listen, based off of what you've told me, based off of how tall you are, how old you are, your sex, right. I am going to design you a little meal plan. Do you have any allergies? No, you don't? Okay, great. And so what I would do is I would show them a breakdown of the calories that they had to take in daily, how many calories they would burn if they just sat on their butt all day and some foods that they could cycle into their diet, cycle out of their diet or whatever, just to make some massive improvements. And this was not only improving my show rate, but it was improving the value I offered. Because when they came in and I handed that to them, I said, look, this is how you can drop 10, 15 pounds in the next 30 days. And when you show somebody that level of value and you're offering them the solution to their problem, they're going to stick with you and they're going to stick with you for life. Now back to the topic, which is life insurance. That's an example of value in another industry. Our industry is a very emotional one and it is mostly around the beneficiary, right? And so what we have to realize is the people that Buy life insurance. Don't buy life insurance for themselves. They buy it for the person that they are leaving it to. This is why it's so hard to sell life insurance to single males that have no family members and they're older, they have nothing to leave it to. No one to leave it behind to, right? And so when you're making the sale, the person that you need to talk about isn't just the person you're talking to, it's the person that they're leaving it to. And so when I'm setting the appointment, right, I need to agitate their pain. Their pain is, oh my gosh, if I die, I'm going to leave a bill behind to little, you know, little Timmy, right? Or, you know, whatever, little Aiden. And so whenever you're talking to Ms. Jones or, you know, whatever you call the, you know, all in all prospect, you need to talk about the beneficiary over and over and over again. Hey, so, hey, I know you filled out this form because you were planning on leaving this behind for somebody. Who are you planning on leaving this behind to? Once they tell you that and let them, hey, okay, awesome. I'll kind of let you know what it looks like. We're gonna go through a survey, we're gonna figure out, you know, we're gonna answer some questions, see what you qualify for and let you know what you're eligible to get so that you can leave that behind for a little Aiden, little Timmy, whoever. And so you always want to make sure that you are touching on the beneficiary. You're touching on the solution, not the problem. You're selling the, in the, in the appointment setting script. Right. The dream is my, my beneficiary has no resistance financially from my passing. Right. And so you want to talk a lot about that and make sure that they understand, hey, look, like if you don't show up to this appointment, there is a very, very good chance that your, your beneficiary ends up with a big bill. And so talk about that with them, connect with them, you know, over that. If they want to talk about their beneficiary, let them. You know, I would also encourage, if you're looking to set appointments, asking them potentially some health questions depending on how much time they got. That way you can let them know, hey, I'm going to bring you quotes to the table or we get off the phone. I'm going to go and do some research on my end. We're going to set an appointment. And in this appointment, we're Going to talk about what, what you're eligible for, how much you can get, what it's going to cost, what companies will take you and what that looks like in regards to the benefit that's going to go to little Aiden. You know, I'll ask him. Has anybody talked to you about the difference between term and whole life? Do you know anything about this kind of stuff? How final expenses work? If they feel like they have no idea what's going on, but they feel safe talking to you, they feel like they're comfortable because you know what you're doing, right? All you're doing more or less, is brandishing your expertise. This requires the agent to educate themselves and know that exactly what they're talking about so that they can offer this level of value. Because you can't offer value if you don't pay the price to have that knowledge or experience that the value comes from. So keep that in mind. Whenever you're in these, you know, in these appointment setting scripts, you want to make sure that you're able to, you know, relay that message to them, like, hey, this is important. But you do that not by saying, hey, this is important. You do that by letting them know that this is for their beneficiary. Now for number two, we're going to talk about the second one. Kind of like the Matthew McConaughey movie, it's dazed and Confused. This is the second reason that people don't show up. So this will happen when.

People don't understand where or when the appointment is. And this can come from a few things. The first thing is maybe you are offering too many options or not enough options at all. So whenever you're setting an appointment, you always want to use two options. Right now, you want to use two options with a gap. Now, I'm saying this because if you, if you offer one option, they can shut you down immediately. Now you're in a weird position because you have to continue to offer them one option to stay consistent. If you offer them three options, there's too many options for them to think of. They either don't remember the first one or two, or they're confused because there's so many, they don't know which one to go for. For the appointment setting, you always want to go with two options with a gap. So instead of saying, do you want to do five or six? I'll say five or seven. Because there's an unspoken availability for six. If they choose that neither of those is being available to them right now, obviously your schedule would be Dependent on whether or not that would be accepting. But if you have a prospect, offer the gap. Right. And so I'll say, hey, do you have any time available at 5 or 7? Right. And I'll start at the very top. I'll go, you know, Tuesday or Thursday, do you want to do it in the morning or the evening? You want to do it at this time or this time? And so that's how you can increase your show rate. There is. By finding that I always confirm everything with them. I'll always ask them, hey, do you know what you know you said you wanted to do Thursdays is correct? Yes. Okay. I just wanted to make sure I heard you. So I've got you down for Thursday at this date. Now, are you more of a morning or an afternoon person? I'm checking my schedule now. I. Okay, perfect. So you said you were an afternoon person. So for the afternoon, which time would work better for you? One or three? You said three o'. Clock. Okay, look, I'm going to go ahead and lock you in for three o' clock on Thursday at this date. Is there any reason that you wouldn't be able to make it? And when you ask them that, they're going to take a second to pause and think about it because typically when people set an appointment, they never ask this question. And therefore now you, you were able to find out whether or not they're actually able to show up or if you just set a bogus appointment by kind of steamrolling them through conversation. I learned that one as well because I would just not take no for an answer whenever I was setting appointments with people and they didn't show up. But the reason was that they actually had something else going on. But because I was so fast and so like, persistent, they just didn't even think about what they had going on because they were only thinking about the conversation in the moment. And so the other part to this is the forgotten part, where if you're not sending, remind ladies and gentlemen, you are behind the game. Okay? Like if it were back in the day, I mean, we could talk about hundreds of years ago. Shoot. I would have been sending a little note in advance to my appointment via mail just to make sure that we're getting people to show up. I mean, that's how important it is to confirm your appointments. You want to text them, you want to call them, you want to email them, you want to do everything you can so there's no excuses to how they could have not forgotten how they could have forgotten the appointment. Right. I never want them to not know that it's coming up. I will send them a text a day in advance, an hour in advance, 10 minutes in advance, an email confirmation, a text message confirmation with a link to the calendar. The email has the calendar link to it. If they have a calendar, it's getting populated into there so they see it right there. If I'm on the phone with them, I'm telling them to write it down in the calendar. And a lot of this work can get taken off of your plate just by having a solid CRM. That's the way that I do it now, because in the past I used to have to manually do that. We're talking about hours and hours of time wasted texting people just to say, hey, I'm gonna show up at this time. That was costing me future deals because I was taking time working in the past instead of focusing on the present to invest in my future. And so if you're not using a CRM that has got automated text messages, it's got automated emails, it's got an integrated calendar, things that are all together in one pile so that you can do all of your business from one spot, you need to get one now. And the reason is because if you're spending time working on the past, you got people like me and my team out here that are going to be working in the present to invest in the future all day long. And that needs to be you. You need to be chasing as many deals as possible. And you don't want to be spending time, you know, just texting people confirmation messages. Alright? And so this is basically what it looks like in our CRM and I'm going to show you that right now. Alrighty. So right here is an example of. And you can see I'm going to scroll through this message kind of slow here, so that way you get a chance to read all of it. But basically I never picked up the phone once. I think this is actually Tim's account, if I'm not mistaken. But I mean, right here you can see we send a link to the calendar they book right here. We already let them know we add value via text message. Hey, you booked this appointment. We're going to go ahead and start looking at options for you based off of what you let us know, right? Then we go ahead and send them another confirmation there. Right? So you've got an email. Then we let them know, hey, I think you're really going to like what I have to show you. I'm going to be calling you in an hour, email hour, picture of the license so you know who you're talking to. This one didn't send. Maybe the guy had bad service or something. But right here we show a picture of our license to show credibility. Boom. Email reminder. Then we let them know again, hey, we're gonna be calling you in about 10 minutes. And so right here you can see a lot of people watching this might think this is overkill. If anything, this is underkill. You want to absolutely make sure that if there's any reason they don't remember, it is only because they have memory problems, not because you didn't let them know. Because right here you can see, I mean, if this guy, this guy Sam doesn't show up, Give me a freaking break. I mean, there's no way that you could tell me I didn't reach out, right? And so that's what I'm talking about when I'm saying, you know, you need to be reminding these people. You need to make sure that you're emailing them, texting them, calling them, doing everything that you can to get that stuff in place. Those are super, that's super easy to set up. If you don't have a CRM like this currently, get one. If you don't know where to get one, you know, you can click the link down below or we'll put some information there below for you so that you know exactly what it is that you need. And you know, we can help you get that as well. But number three is emergencies. These are very, honestly, very uncommon. I've had people tell me they've gotten in car accidents. I've had people tell me that they've gotten, you know, super, super sick or whatever. And this is, these are things that happen to everyday people. It could happen to us, it happens to them, but it is you. Typically your no show rate is going to be almost next to not affected by that. So you need to focus on the value, focus on the reminders, and those are going to be the two key components of whether or not you're getting a high appointment show rate. So if you like the video, please leave a like and subscribe and throw a comment down below for us. If you have other questions, we're looking to answer them. We're here to provide for you. We want to make sure that we can give you everything that we've got in our experience. And so if you have any other questions, like I said, throw a comment down below if you have any advice, tips, tips, any things that you've seen that you'd like to share with other people, things that you've tried out, any experience you have, please let us know. We would love to hear it all, and we'll see you in the next video.