How to Reschedule an Appointment Without Losing Your Clients' Trust?

It never comes easy when you have to reschedule an appointment with a client. You probably feel as if you’re disappointing them and that you’re not providing the high-quality service they deserve. Having to reschedule an appointment is often followed by feelings of shame and inadequacy.

More often than not, customers don’t feel that way. They often have understanding and accept to reschedule the appointment without much fuss. Life happens, and even when rescheduling an appointment is due to some clumsy mistake such as double booking, there are ways to do it successfully without negative effects.

To put you at ease the next time you have to do it, we’ve prepared a detailed guide on how to reschedule an appointment along with email templates to do it politely.

Table of Contents

When to Reschedule an Appointment?

You can’t control everything, especially in your business. Some things are out of hand and often you have to reschedule an appointment due to sickness, unforeseen circumstances, or some kind of emergency. Sometimes, it’s hard to decide when to reschedule an appointment and whether it’s justified. Here are some examples of when you should definitely do it:

If you or someone you care about have health issues and need medical attention, you should reschedule all appointments until you resolve them.
If some emergency happens such as accidents, natural disasters, and any other event you couldn’t have predicted, it’s best for everyone to reschedule the appointment.
If you’re stuck in traffic, and you’re unable to reach the appointment in time due to road closures on any other transportation issues, you should reschedule the appointment as soon as you realize you’re not making it there in time.
Scheduling conflicts happen and when they do, you have to make a choice. If you realize that you’ve double-booked the appointment and that you can’t be at two places at the same time, it’s completely okay to reschedule.
Sometimes you need a little extra time for self-care and that’s also completely fine. As long as you make sure that you reschedule the appointment on time, clients won’t mind.

If you’re asking yourself when to reschedule an appointment, the simple answer is when you feel like the person you’re providing the services for won’t get the most out of it. It’s better to reschedule the appointment than to provide bad-quality services when you’re not up for the task.

How to Reschedule an Appointment With a Client?

Effective and professional communication is of the utmost importance when rescheduling an appointment with a client. Your primary goal should be to minimize the inconvenience for customers and to demonstrate your commitment to providing high-quality services.

Image by vectorjuice on Freepik

1. Reschedule the appointment as soon as possible

One of the most important things when it comes to rescheduling appointments is to do it as soon as possible. Don’t sit and think about whether to reschedule an appointment for two days, only to reschedule it at the last minute. Make the decision quickly and notify your customers right away.

2. Apologize and show understanding

Clients appreciate honesty and courtesy, so acknowledging the inconvenience of a rescheduled appointment is essential. A sincere apology, such as “I sincerely apologize for the change, and I truly appreciate your understanding,” can go a long way in maintaining a positive relationship.

It’s best to keep your explanation brief and professional, providing only the necessary details without over-explaining. If possible, reassure the client that the rescheduling won’t affect the quality of service, reinforcing your commitment to delivering a great experience despite the change.

3. Make your customer feel appreciated

Making your customers feel appreciated when rescheduling an appointment can go a long way in maintaining strong relationships. A sincere apology and a transparent explanation (if appropriate) show that you value their time and trust.

Offering a small token of appreciation, such as a discount, a complimentary service, or a gift card, can help turn an inconvenience into a positive experience.

Additionally, demonstrating flexibility by accommodating their preferred time slot reinforces your commitment to customer satisfaction. When clients feel valued and respected, they are more likely to remain loyal to your business despite scheduling changes.

4. Make the process of rescheduling easy

Another important thing that will help you to reschedule an appointment with a client politely is to prepare your availability in advance. This will speed up the process of rescheduling but also put clients at ease, making them more likely to not have a negative experience with rescheduling. Additionally, keeping availability in mind by prioritizing peak hours or preferred times based on past client behavior can further enhance convenience and satisfaction.

One of the easiest ways to achieve this is to use booking software that shows all available time slots and allows customers to schedule and reschedule appointments in a few clicks.

Reschedule appointments seamlessly with Trafft

With Trafft, the whole process of rescheduling appointments is done in a matter of seconds.

Once customers choose an alternative time slot, both you and them will receive a notification about it. Trafft automatically sends booking confirmations and cancels the appointment, while also updating all your connected calendars.

When you already have to reschedule, let Trafft help you to do it hassle-free.

What do you get?

Streamlined rescheduling process, which saves time for both you and your clients.
Reduced no-shows, thanks to a hassle-free rescheduling option.
Satisfied customers, who are likely to come back, as you give them the much-needed flexibility to reschedule their appointments.
Real-time updates, as both you and your clients receive instant notifications and calendar updates whenever there are any changes to the appointment schedule.

5. Confirm the rescheduled appointment

Once the appointment is rescheduled, it’s crucial to update all relevant details and communicate them clearly to avoid any confusion. Ensure that your booking system, internal calendars, and notifications reflect the new appointment time. Sending a confirmation email or SMS with the updated details helps reinforce the change and keeps the client informed. If the rescheduled appointment is set for a later date, a reminder a few days before can help keep the client engaged and reduce the chances of a no-show.

6. Prevent future scheduling conflicts

Preventing future scheduling conflicts helps create a more reliable and professional image. While rescheduling is sometimes necessary, there are ways to minimize it. Using scheduling software can prevent double bookings and make appointments run smoothly. Setting clear availability rules also reduces the chances of last-minute conflicts.

Additionally, reviewing patterns in rescheduled appointments can help identify the cause, whether it’s overbooking, unclear rules, or inconsistent availability. By making adjustments to your booking process, you can create a smoother experience for both you and your clients.

Keep up with the change

Last, but not least, make sure to update your booking system and all calendars and send confirmation for rescheduled appointments.

Email is a great way to politely reschedule an appointment on time.

However, if the appointment time is close, you should definitely consider calling to reschedule it. It’s all good if the client is not already on their way to the appointment and when you notify them ASAP.

How to Reschedule an Appointment Via Email

Image by storyset on Freepik

When writing an appointment rescheduling email, there are a few things to keep in mind. You have to carefully word every part of the email and also make sure to not forget important details. Keeping it concise and straightforward while also showing your commitment to the appointment and customer can be challenging.

How do you write an email to reschedule an appointment?

Your email to reschedule an appointment should:

Include important appointment information such as date, time, and place.
Introduce yourself right away.
Get to the point by telling customers you have to reschedule their appointment.
Be apologetic and transparent by offering an explanation.
Don’t over-explain.
Send customers the link to your appointment and explain how they can reschedule it.
Offer a few additional appointment dates.
Make sure the next steps are clear and include a call to action, whether it’s to respond to the email or reschedule it themselves.
Apologize for the inconvenience once again and wish them a pleasant day.

👉 Be sure to explore our collection of reschedule appointment email samples we’ve put together for you!

How to Reschedule an Appointment Over the Phone

When you’re calling to reschedule an appointment with a client, you should start by introducing yourself and your company, but also share appointment details. Tell them when, where, and what’s the appointment about. To give you a better idea of what you should say, we’ve created this script you can use and tailor to your needs:

“Hello [Client’s Name], this is [Your Name] from [Your Company/Organization]. I hope you’re doing well. I’m calling today to discuss our upcoming appointment scheduled for [date and time]. Unfortunately, I need to request a reschedule due to [explain the reason briefly and honestly, such as a conflicting engagement or unforeseen circumstances].

I apologize for any inconvenience this may cause, and I appreciate your understanding. I value our partnership and want to ensure that our appointment receives the attention and focus it deserves.

To make the rescheduling process as smooth as possible, I have identified a few alternative dates and times that may work for both of us. [Provide a few specific alternative options, mentioning the dates and times.] Please let me know if any of these options are suitable for you, or if there are any other dates/times that work better for your schedule.

On our appointment link, you can see the available time slots and choose one that works best for you.

I understand that your time is valuable, and I want to be flexible and accommodating. Please feel free to share any preferences or constraints you may have, and we’ll do our best to find a mutually convenient time.

Once we confirm the new appointment, I will promptly send you an updated calendar invitation and any relevant details.

Thank you for your understanding and cooperation. I look forward to our rescheduled meeting and continuing our productive partnership. If you have any questions or concerns, please don’t hesitate to let me know.

Again, thank you for your time, and I hope you have a great day. Take care.”

FAQs About Rescheduling Appointments with Clients

How to politely reschedule an appointment?

To politely reschedule an appointment, let the client know as soon as possible. Apologize for the change and briefly explain why it’s necessary. Offer a few new time options for the client to choose from. If you can, let them reschedule themselves using an online booking tool. Afterward, send a confirmation with the updated details. Finally, thank them for their understanding and flexibility.

How should I inform a client about rescheduling an appointment?

The best approach is to contact the client as soon as possible via email or phone, explaining the reason for the rescheduling and offering alternative dates or times that suit both parties.

What’s the best way to propose new times when rescheduling a client meeting?

When proposing new times, give the client multiple options and be flexible. Providing a few potential dates and times shows that you value their time and are willing to accommodate their schedule.

Is it okay to reschedule an appointment with a client last minute?

Rescheduling last minute should be avoided unless absolutely necessary. If it’s unavoidable, apologize for the inconvenience and explain the situation, while still offering alternative solutions.

How much notice should I give when rescheduling a client meeting?

Ideally, provide at least 24-48 hours’ notice when rescheduling a meeting. This gives the client time to adjust their schedule and avoids disruption.

What should I do if the client is unavailable for the new proposed times?

If the client cannot meet at the suggested times, ask for their availability and work together to find a mutually convenient slot. Flexibility is key to maintaining a good client relationship.

Can I use scheduling software to simplify rescheduling client appointments?

Yes, using scheduling software like Trafft can streamline the rescheduling process by allowing clients to easily select new appointment times from available slots, reducing back-and-forth communication.