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The no-show script: showings and viewings

No-shows happen when a booking costs the person nothing to forget. Each message below adds a small amount of commitment: they confirm the time in writing, they say yes the day before, they get an easy way to cancel so they do not just vanish. Copy what you need.

Before you text anyone: send marketing or automated texts only to people who gave you their number for this purpose, and follow the rules where you work (US: TCPA and your carrier's A2P 10DLC registration; Canada: CASL; UK: PECR; NZ: Unsolicited Electronic Messages Act). A reply to someone who asked to book is a service message, but keep an opt-out line in anything automated. [VERIFY: your SMS provider's rules]

Fill in [brackets]. Keep SMS under 160 characters where you can.

US version (showings)

1. Booking confirmation (send immediately)

SMS > Hi [First name], you're booked to see [short address] on [Day] at [time]. Reply C to confirm or R to reschedule. [Your name], [Company]

Email Subject: Your showing at [address], [Day] [time]

> Hi [First name], > > You're booked to see [address] on [Day, date] at [time]. > > Where to go: [Entrance, buzzer, parking note] > Who you'll meet: [Name], [phone] > What to bring: Photo ID. [Anything else, e.g. "If you'd like to apply on the spot, proof of income."] > Rent: $[amount] a month. [Deposit, fees and move-in date as you state them in the listing] > > Can't make it? Reply to this email or text [phone] and I'll give the slot to someone else. > > [Your name] > [Company]

2. Day-before reminder (the one that does the work)

SMS > Hi [First name], reminder: [short address] tomorrow at [time]. Still coming? Reply YES, or NO and I'll free the slot. Thanks! [Your name]

Email Subject: Tomorrow at [time]: [address]

> Hi [First name], a reminder that you're seeing [address] tomorrow, [Day] at [time]. Just reply YES to confirm, or NO if your plans changed, and I'll offer the time to the next person. [Entrance note]. See you there. [Your name]

If no reply by [time, e.g. 6 pm]: > Hi [First name], I haven't heard back about tomorrow at [time]. I'll hold it until [time tomorrow morning]; after that I'll offer it to someone on the waitlist. Reply YES to keep it.

3. Two-hour reminder (SMS only, confirmed bookings)

> See you at [time] at [short address]. [Entrance note]. If you're running late, text me here. [Your name]

4. You are running late (send it yourself; it earns the same courtesy back)

> Hi [First name], I'm running about [n] minutes late for [time] at [short address]. Sorry. Still OK for you?

5. After a no-show (once, friendly, no guilt)

> Hi [First name], sorry we missed you at [address] today. If you're still interested, here are the next times: [time 1], [time 2]. Reply with one and it's yours.

If there is no reply, do not chase again. Mark them as a no-show; a second booking from the same person goes through the day-before confirmation without exception.

6. Filling a freed slot (waitlist)

> Hi [First name], a slot just opened at [short address]: [Day] at [time]. Want it? First to reply YES gets it.

7. Group showing (one visit, several people)

> Hi [First name], I'm showing [short address] on [Day] from [time] to [time]. Pick a 15-minute slot here: [booking link]. There's a limit per slot, so the earlier ones go first.

UK version (viewings)

UK/NZ: this is also the NZ version; swap "letting" for "renting" if you prefer.

1. Booking confirmation

SMS > Hi [First name], you're booked to view [short address] on [Day] at [time]. Reply C to confirm or R to rearrange. [Your name], [Company]

Email Subject: Your viewing at [address], [Day] [time]

> Hi [First name], > > You're booked to view [address] on [Day, date] at [time]. > > Where to go: [Entrance, buzzer, parking note] > Who you'll meet: [Name], [mobile] > What to bring: Photo ID. [Anything else.] > Rent: £[amount] pcm. [Deposit, holding deposit and move-in date as stated in the listing] > > Can't make it? Reply to this email or text [mobile] and I'll give the slot to someone else. > > [Your name] > [Company]

2. Day-before reminder

SMS > Hi [First name], reminder: [short address] tomorrow at [time]. Still coming? Reply YES, or NO and I'll free the slot. Thanks, [Your name]

Email Subject: Tomorrow at [time]: [address]

> Hi [First name], just a reminder that you're viewing [address] tomorrow, [Day] at [time]. Reply YES to confirm, or NO if your plans have changed, and I'll offer the time to the next person. [Entrance note]. See you there. [Your name]

If no reply by [time]: > Hi [First name], I haven't heard back about tomorrow at [time]. I'll hold it until [time tomorrow morning]; after that I'll offer it to someone on the waiting list. Reply YES to keep it.

3. Two-hour reminder

> See you at [time] at [short address]. [Entrance note]. If you're running late, text me here. [Your name]

4. You are running late

> Hi [First name], I'm running about [n] minutes late for [time] at [short address]. Sorry about that. Still OK for you?

5. After a no-show

> Hi [First name], sorry we missed you at [address] today. If you're still interested, the next times are [time 1] and [time 2]. Reply with one and it's yours.

6. Filling a freed slot

> Hi [First name], a slot's just opened at [short address]: [Day] at [time]. Would you like it? First to reply YES gets it.

7. Block viewing

> Hi [First name], I'm showing [short address] on [Day] from [time] to [time]. Pick a 15-minute slot here: [booking link]. There's a limit per slot, so the earlier ones go first.

Habits that go with the script

  • Confirm in writing, every time. A phone booking gets message 1 straight after the call.
  • The day-before YES is the rule, not a courtesy. An unconfirmed slot is released at the time you said.
  • Put the rent and the key terms in the confirmation. People who were never going to afford it cancel instead of not turning up.
  • Offer a way out. "Reply NO and I'll free the slot" gets you a cancellation instead of a no-show.
  • Keep a waitlist. A cancellation with a waitlist is a filled slot.

Where Loftfolio fits (optional reading)

On every Loftfolio plan, applicants book their own showing/viewing from the listing page, with a limit per slot, an email confirmation, an email reminder the day before, and a way to cancel themselves. Loftfolio does not send texts, so the texts above are still useful, and for bookings that come in by phone. See the features