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Proper scheduling of appointments is key to an efficient and economically productive office. A well-managed appointment book will allow you to see clients promptly, provide for emergencies, avoid the non-productive time, and maintain good client relations. Proper scheduling will also allow you to prepare for each day mentally and to pace yourself throughout the day.
For businesses, scheduling is one of the most challenging and detail-oriented responsibilities of our office, for a person must be trained and have “experience” to factor in other variables during the workday for the owner and staff—day after day.
The Paper Appointment Book
The objective of an appointment schedule is to maintain a productive flow of clients through the office. These are factors to consider when setting an appointment:
- the size of the client pool;
- the type of service performed;
- the style and philosophy of the owner;
- staffing consideration; and
- office technology and equipment.
The old appointment book is a large book with multiple columns per day with individual columns for the owner and staff. Each entry should be made in pencil and should include the client’s name, telephone number, “meeting with” column. New clients are noted so that the office staff can be alerted for appropriate action.
Tech savvy owner are using software or SaaS (software as a service) for more efficient time management. Some software systems can automatically code each appointment as it is made and blocks the time out. A high tech offices may schedule client appointments through terminals located throughout the office. Emergency appointments are booked on the day they are called in, but in a way, they will not disrupt the scheduled day.
Need to Improve
In any office, only one person, usually the receptionist, is responsible for making client appointments. This person must recall clients on schedule, remind clients a day in advance of scheduled appointments, fill times in which appointments have been canceled, and provide the staff with a daily schedule. Unfortunately, the task of managing the appointment book is the responsibility of the person without “appointment experience” – the receptionist.