If prospects book a guided tour and then do not turn up, a few settings in LetHub bring that number down. Here is what to check.
1. Make sure your guided showing waterfalls are active
Reminders and follow-ups only go out if the matching waterfall is switched on. Go to the Waterfalls page and confirm these two are active:
New guided showing
Guided showing rescheduled
If they are off, no reminder messages are sent for those tours. This is the most common reason no-shows start piling up.
2. Add a showing confirmation step
Inside the guided showing waterfall you can add a confirmation trigger. Most teams set it to go out about 2 hours before the tour. The lead is asked to confirm, gets one more reminder if they do not respond, and the tour is automatically cancelled about 30 minutes before the start time if there is still no confirmation.
That keeps your agent from driving out to a tour nobody plans to attend. Both the timing and the wording are customizable.
3. Prefer reminders over auto-cancel?
If you would rather never auto-cancel a tour, remove the confirmation trigger from the waterfall and replace it with plain reminder messages. Leads still get nudged before their tour, and the showing stays on your calendar either way. Support can make this swap for you if you would like a hand.
4. Show cancelled showings on your calendar
So your agents can see which tours fell through, open the Calendar page, click the settings gear in the top right, and turn on the option at the bottom of that window to show cancelled showings. Cancelled tours then appear in red on the calendar instead of disappearing from it.
Important: waterfall changes are not retroactive
A waterfall starts when a tour is booked. Tours that were already on the calendar before you switched the waterfall on will not receive the new reminders or confirmation messages. After you make a change, check your upcoming tours and reach out to those leads directly.
Recording a no-show after it happens
We can track your no-shows for you, send automated "no-show" emails and use these metrics in our reports.
To mark a showing as a "no-show" click their calendar slide-over, either directly from the calendar or from their lead details page:
This will track the no-show metric.
Optionally you can send a custom "no-show" message to the lead when this button is clicked. To do so, turn on the "no-show" waterfall from the waterfalls tab.
Still seeing a high no-show rate after all of this? Reach out to support and we will review your waterfall setup with you.