No-Show Prevention Playbook

Why no-shows happen

A no-show is almost never random. When Narqix reviews failed sits, the same causes come back again and again.

Root cause	How you prevent it
A decision maker was never really committed	Book only with every decision maker attending, and reconfirm them by name
The appointment was too far away	Book within 48 to 72 hours
The homeowner forgot	Written confirmation, personal call, day-of reminder
The homeowner felt pressured on the booking call	Book with honest, calm language. Pressure creates "yes now, ghost later"
Plans changed and cancelling felt awkward	Make rescheduling easy in every message
The homeowner did not know what to expect	Explain the length, the format and what to have ready
Wrong time zone or wrong address	Read back date, time, time zone and address on the booking call

Stage 0: The booking call is the first confirmation

Prevention starts before the appointment exists. On every booking call:

1. Offer two specific times within the next 48 to 72 hours.
2. Confirm all decision makers by name and that they will be there.
3. Set expectations: "It is about (APPOINTMENT LENGTH) minutes, the consultant will look at your bill and your roof and go through options. There is no obligation."
4. Ask them to have a recent electric bill ready.
5. Read it back: day, date, time, time zone, address or video link, who will attend.
6. Get permission to confirm: "Is it okay if I send a text confirmation to this number, and call you the day before?"

The Narqix confirmation sequence

Step	When	Who	Channel	Goal
1. Written confirmation	Within minutes of booking	Setter or confirmer	Text, plus email if available	Put the details in writing
2. Personal confirmation call	24 to 48 hours before	Confirmer	Live phone call	Reconfirm time and every decision maker
3. Day-of reminder	Morning of, inside the calling window	Confirmer	Text, written as a question	Get a fresh "yes"
4. Short pre-visit note	About 60 minutes before afternoon or evening sets	Confirmer or consultant	Text	Signal the visit is real and close
5. Recovery call	No reply to step 3 by about 90 minutes before	Confirmer	Phone	Save it or reschedule it before the consultant travels

Scripts for each step live in the Script Library: Appointment Confirmation Call, Voicemail and SMS Pack, and No-Show Re-Engagement Call.

Step 1: Written confirmation contents

Every written confirmation includes:

• Client company name
• Consultant's name
• Day, date, time and the homeowner's time zone
• Address, or the video link instructions
• What to have ready (a recent electric bill)
• How to reschedule
• Opt-out instruction if this is the first text to the number

Step 2: The confirmation call, five checks

1. Day and time still work.
2. Every decision maker will be there (say their names).
3. Address or video setup is correct.
4. They have, or can find, a recent bill.
5. "Is there anything you would like the consultant to focus on?"

Step 3 and 4: Day-of messages

Short, warm, written as a question so the homeowner replies. A reply is a fresh commitment.

Step 5: Recovery call

Give an easy exit. A homeowner who can say "actually, can we move it?" without embarrassment is a rebook. A homeowner who feels trapped is a ghost.

You: "Hi (HOMEOWNER NAME), it is (YOUR NAME) with (COMPANY NAME). (CONSULTANT NAME) is getting ready for your (APPOINTMENT TIME) visit. If your plans changed, that is completely fine, just tell me and we will find a better time."

When the homeowner wavers

They say	You do
"Something came up"	Offer two specific new times in the next few days
"My spouse cannot make it now"	Reschedule to a time when both can attend. Do not keep a one-sided appointment
"I am not sure I still want to do this"	Ask one question: "Is it the timing, or did something change?" Answer honestly, then respect their choice
"Can the consultant just call me instead?"	If the client offers virtual consultations, offer that format with two times
"I want to cancel"	Respect it. Offer once to reschedule. If no, code CXL with the reason and thank them

After a no-show

When	Action
Same day	Call once. If no answer, voicemail plus a text with two rebook options
Next day	Call again at a different time of day
Day 3	Final text with two rebook options and an easy "no thanks"
After 2 reschedules on the same lead	Team lead calls the day before the next appointment, consultant may message directly
After 3 failed appointments	Move to nurture with a reason code after team lead review

Always code the no-show the same shift (NS), and every reschedule as RESCH with the new date.

Rescheduling rules

1. New time within 48 to 72 hours whenever possible.
2. Two specific options, never open-ended.
3. Reconfirm every decision maker by name.
4. New written confirmation sent immediately.
5. The full confirmation sequence restarts for the new time.
6. Note why the first time failed, so the team learns.

What to track

Metric	Why
Show rate by setter	Shows who books quality
Show rate by lead source	Shows which sources need more confirmation effort
Show rate by appointment type (in-home or virtual)	Shows which format works for this client
Reschedule count per lead	Flags leads for team lead attention
Days from booking to appointment	Longer gaps usually mean more no-shows
Percent of appointments with all touches done	Should be 100 percent

Check yourself

1. List the five steps of the confirmation sequence with timing.
2. What are the five checks on the confirmation call?
3. A homeowner does not answer the morning text. What do you do, and when?
4. What happens after a lead has been rescheduled twice? After three failed appointments?
5. Why does an easy exit reduce no-shows?

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