How Fit Center Cut No-Shows by 34% with SMS Reminders
Learn how Branka Pihler from Fit Center used automated SMS reminders to dramatically reduce no-shows and increase revenue.
The Challenge
Fit Center – a beauty salon and spa in central Slovenia – was facing a high no-show rate. Approximately a quarter of all bookings were not fulfilled, which cost the owner, Branka Pihler, a significant portion of her monthly revenue and caused unnecessary stress for the team.
The Solution: Automated SMS Reminders with Etisia
Branka decided to implement the Etisia system, which automatically sends personalized SMS reminders and allows for easy one-click appointment cancellation.
Quick Setup Process
The setup took under 10 minutes and included:
- Connecting Google Calendar with Etisia
- Template Selection: Professional SMS texts in Slovenian, adapted to the brand's tone of voice
- Reminder Timing: 24 hours and 2 hours before each appointment
- Cancellation Link: Embedded in every SMS for instant booking cancellation
Results After the First 30 Days
- A 34% reduction in no-shows (from 25% to 16.5%).
- 8 additional appointments fulfilled per month.
- A 15% improvement in punctuality for existing clients.
- Improved client experience due to timely, friendly reminders.
Financial Impact
| Metric | Before Implementation | After Implementation |
|---|---|---|
| Average Appointment Value | $120 | $120 |
| Additional Monthly Revenue | – | ≈ $960 |
| Additional Annual Revenue | – | ≈ $11,520 |
| Return on Investment (ROI) | – | ≈ 3,100% in the first year |
Key Success Factors
- Personalization: The tone and text of the SMS messages were aligned with the salon's brand identity
- Optimal Timing: Messages were sent at times when clients were most likely to read them
- One-Click Cancellation: Fewer last-minute cancellations led to better schedule organization
- Consistency: Reminders were sent to all clients, not just new ones
Lessons Learned for Other Salons
- Automated reminders are more reliable than manual phone calls
- SMS has a significantly higher response rate than email
- An easy cancellation process reduces, not increases, the number of cancellations
- Regular, professional communication builds trust and client loyalty
Long-term Benefits
Six months after implementation, Fit Center continues to see benefits:
- The no-show rate has remained consistently below 15%
- Improved client relationships and less tension within the team
- More effective scheduling without "gaps" in the calendar
"With Etisia, we have drastically reduced missed and lost appointments. There's less stress, more revenue, and the application is simple and worth every cent!"
— Branka Pihler, Owner of Fit Center
Conclusion
The minimal investment of time and money in automated SMS reminders paid off for Fit Center within the first month. If you are also struggling with no-shows, consider a similar solution—your team (and your balance sheet) will thank you.