Q&A with a client
Q: Before OmceanBooking, which small booking task pulled your attention away?
A:
When the front desk was busy or happened to be on leave, replies often came too late, and the client might already have booked somewhere else.
Or a case would cancel at short notice and we would need to ask the waiting clients straight away whether they could come. Time is tight in that situation, and if it had to wait for someone's working hours, the slot that had opened up could be affected — whether the client could still get here in time.
Q: Which feature makes the day run most smoothly now?
A:
The LINE reminder the day before, and the waitlist for cases — those are the two I find most useful.
Q: What do you want your customers to feel?
A:
People are less keen on phone calls these days, and booking by telephone is a nuisance for some clients. And when we are in the middle of treatment, even if we hear the phone we cannot pick it up; with one case after another, it can be a long while before the call is returned.
An online booking system that clients work themselves saves our time and energy, and they get the help they want straight away — it does both at once. We want clients to feel that we take them seriously, that we can offer them something that suits them better, and that we are making things less inconvenient for them.
Case Study
Sincerity Physiotherapy Clinic
A Taipei physiotherapy clinic where a reply that came too late could cost the booking — and a cancelled slot had to be filled before the day ran out.
