Confirmation email: This email goes out automatically, once a client has finished booking an appointment. It is always sent and contains all the relevant details of the appointment -- service being provided, staff member, the time/place of the appointment -- as well as customer confirmation messages you've added and client details. If you have enabled online cancellations, it will also contain a link that can be used to cancel the appointment. Here's what it looks like:
Reminder email: This email goes out 24 hours in advance of the appointment and contains only the appointment details, no client details or confirmation messages. Keep in mind that this one only goes out if the client made the appointment more than 48 hours ahead of time. If it's too close to the appointment, no reminder email gets sent, but the confirmation still goes out. Reminder emails need to be enabled by going to Settings, then "Appointment Reminders" and choosing to turn on email reminders. Here's an example of the reminder email:
Review email: An email that goes out a day after the appointment has occurred, asking the client to click on a link and provide some feedback on his/her experience. This type of email also has to be turned on by you, under Settings and "Customer Reviews". On that page, you'll be able to preview the review form clients are asked to fill out. This email goes out after a client's first appointment with your business, as well as 90 days down the line, if the client's continued to make online appointments with you, via Genbook. If you're entering the appointment into your calendar manually, be sure to put in the client's email address at that time, instead of adding it after the appointment's set, to ensure the review email is sent.
You also have the option of publishing these reviews on your scheduling page.
33 comments:
Is there any way you can add an option (perhaps even manual) to send review requests after more than just the first visit? With my acupuncture practice, patients often need a few treatments to really see if it's going to work for them. By that time, that initial review request email is long gone. It would be nice if I could click a button and have another one sent to them.
Denise,
Actually review invites also go out again if a client's still actively booking with you after 6 months. However, there's unfortunately not currently a way to manually send them out at any other time.
is there a way to remove that default text that says if you want to cancel or change your appointment to call...
i know you can add extra comments but can you delete that one
David,
I'm sorry, but that text can't be removed.
We hold our meetings online. Is it possible to 1) remove addresses altogether, 2) simply list the address as "online", or 3) enter the meeting URL (unique to each client) as the address?
Tom, yes, you can choose not to display the street address of your business. To do so, go to "Business details" and uncheck the box next to "Display street address..."
When we move around appointments in our office (ex. of moving appointment start time from 12:15 to 12:30)does Genbook automatically email the client? (if the client had an email address listed)
I can see that our office gets a confirmation of the moved appointment, but does the client?
Shayna, the client will not receive notification of the change. However, if the change is done far enough ahead of the appointment (ie 48 hours), the appointment reminder they receive 24 hours in advance of the appointment (provided you've turned the feature on under Settings) will reflect the new time.
When I create an appointment for a client. Does my client recieve a conformaion email? As well as a reminder email?
Massage, Health and Bliss, yes, clients receive confirmation and reminder emails even for appointments you (the business) enter manually in the calendar.
I have a 24 hr cancellation policy. Can I set the reminder email to go out 36 or 48 hours before instead of 24 hours?
Tony, I'm afraid that, at this time, it's not possible to set the reminder to more than 24 hours in advance. Please be sure to request any changes you'd like to see using our Feature Request form, which you can get to by clicking the "Suggest a Feature" link at the bottom of your Genbook application pages.
Is there any way yet to NOT send an email to a client each and every time I click on one of their appointments.
I often need to fiddle with things behind the scenes and it creates confusion and frustration when there are too many emails. My clients are all recurring, so this happens too frequently.
Thanks for your support.
Anders, a new email reminder should only be sent to clients if you fiddle with the time/date, or other major aspect of the appointment, less than 24 hours prior to it. This is so that your client can be automatically updated with last-minute changes. However, the system should not send extra emails in any other case.
Is there the option of emailing a client from Genbook? Possibly when we feel it is time for their next appointment or other related information we want to share with our client?
No, it is not currently possible to email clients from within Genbook.
Hello!
I'm new to Genbook and so far I'm very impressed!
One question: my clients say that the appointment confirmation email that they receive shows up as an attachment on their Blackberries and they can't open it.
The subject doesn't contain any information either :(
Polished, I'm afraid that may be a Blackberry issue. We're aware that Blackberry calendars may not accept the calendar file type that are sent in conjunction with our confirmation emails. We're very sorry for any inconvenience this causes.
My clients do not always receive a confirmation email or a reminder email. Why is the service inconsistent?
Luna, clients may fail to receive confirmation/reminder emails for several reasons. The most common of these is that the emails get marked as Spam, so clients should always check the Spam folder. Another reason may be that the client incorrectly entered their email address (happens more than you'd think). If you have specific instances where clients didn't receive email confirmations or reminders, please contact our Customer Care Team with the details so that we may investigate.
I do not want Genbook to send my clients any emails as they already get one from me directly. How can I turn off all email notifications and emails to my clients? Thank you.
Lyndsay, if you manually make appointments for your clients directly in your calendar, you can keep the emails from being sent by not including their email addresses on the appointment forms. However, there is no way to keep the emails from being sent when clients make their own appointments and enter their email addresses.
Back in June 2011 Tony commented about needing more than 24 hours reminder notice to clients. I have the same issue, as a 24 hour cancellation policy is pretty standard. When will this feature be available? This is a frustrating limitation.
Michelle, we're discussing and working on having the reminders sent out prior to the business's cancellation deadline. We have no release date yet on when this will happen, though.
Is it possible for some services to prompt a review request email and others not to? In my business, the first meeting is a consultation. It would be pointless to ask for a review at this point. The client really can have no opinion about the service until after the actual service is provided. The service is provided in subsequent appointments.
I would like to be able to specify which service appointments result in a review request and which do not.
RKP, it's not possible for only certain services to prompt review invites.
is there a way to extract emails from clients? to send mass email ads?
It's possible to export your customer list (contact info included), by clicking the "Export..." link at the bottom left of the Customers tab.
We would really need to send the appointment reminder 72 or 48 hours prior to the appointment. I know that currently we can only do 24 hours. Does GENBOOK plan to offer this feature in the near future?
Volker, we encourage you to request any features/improvements you'd like to see via the "Suggest a Feature" link at the bottom of your Genbook application pages.
Can you add to the review us e-mail. I'd love to give after care instructions with it,,
Nichole, it's not possible to modify or add to the review request email.
is it possible to disable confirmation emails?
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