Should You Write Off Missed Appointments? How I Rebook No-Shows

Do you ever have someone not show up for an appointment, especially when it's on Zoom? It happens to the best of us. You’ve got a meeting scheduled, and they just don’t show up. Even if you send reminders through Calendly or another system, sometimes things just come up. Occasionally, people ghost you on purpose, but most of the time, they simply forget or something unexpected happens.

The real question is, how do you respond? I’ve noticed that many people don’t reach back out. They think, “If they didn’t show up, I’m not going to do business with them.” I don’t believe that’s the right attitude. We should engage with people, offering grace and forgiveness because things happen. When you reach out, it’s an opportunity to build the relationship further.

When I reach out to prospects, clients, or centers of influence, I often do it through email, but not just with plain text. Why? Because tone is hard to convey in text, and people often misinterpret emails. When someone misses an appointment, I prefer to use Loom, my go-to video platform, to send a personalized message. There are many similar tools out there, but the idea is the same. I record a video explaining that we had an appointment and acknowledging that something might have come up—whether it’s a last-minute meeting with a client, a family emergency, or just a simple oversight. Then, I offer to reschedule by including a link under the video.

By using video, I can communicate more clearly. Visual communication not only helps to increase the anticipation of meeting with me but also reduces any anxiety they might have. Meeting someone for the first time can feel like walking into a dark room, and video can make that less intimidating.

If someone misses a meeting, assume the best. It’s rare that someone just chooses to blow you off. Most of the time, emergencies or simple forgetfulness are to blame. Extend grace and kindness, whether through email or text, but especially through video, where your message is less likely to be misunderstood.

Remember, all sales and business revolve around relationships—people need to know and trust you. Video can build that trust much better than a simple text email. Now, don’t get me wrong—we still send plenty of text-based emails in our daily outreach. They work too, and they can tell great stories. But when someone doesn’t show up, I’ve found that a short, video-based email is one of the best ways to reconnect and reschedule.

Most of the time, the person will be grateful for your understanding and will reschedule. So, try using video-based emails not just when appointments are missed, but whenever possible. You’ll notice a deeper connection with your audience, and they’ll appreciate the grace you extend. Many of those missed meetings will get rescheduled, and you’ll end up having great conversations.