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Practical thinking for the work between visits.

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2 articles

10 min read
NO Shows

How to calculate your no-show rate, and what counts as a no-show

The formula is no-shows divided by appointments whose start time has passed. The definition is the hard part: we read the documentation of eight booking products and found eight different rules for what a no-show is, and one published formula between them.

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11 min read
Metrics

Rebooking rate vs client retention: the formulas and why the numbers never match

The two metrics answer different questions, and neither has a standard industry window. How to define both, which visits to exclude, and why two identical businesses report different results.

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