No-Show Recovery

3-touch no-show recovery cadence executed. CRM updated with no-show status, recovery touches, outcome (rescheduled / closed). 90-day re-engagement task scheduled for closed-out no-shows. Source-level no-show pattern report.

Before you start

Calendar tool integrated with CRM
Approved no-show messaging templates
AE input on tone for high-value no-shows
Missed meeting record (prospect, AE, scheduled time, status)
Original booking source and prospect context
Account tier and ACV potential

The steps

Detect the no-show within 5 minutes — When the AE marks a meeting as no-show OR the meeting time passes without a join event, trigger this SOP. Pull the prospect, AE, scheduled time, and original booking source.
Send a 'no worries' recovery message within 1 hour — Send from the AE: 'Looks like our [time] slipped — totally happens. Want to grab a different time? Here's my calendar.' Tone: neutral, not annoyed, not effusive. Include the calendar link directly. Under 50 words.
Wait 48 hours for response — If they reply and reschedule, update CRM and confirm. If they don't reply, proceed to step 4. Do not send a second message before 48 hours — looks pushy.
Send a value-add second touch — On Day +2, send a different angle: a relevant resource (case study, blog post, or tool) tied to their context. Soft re-invite: 'When the timing's right, here's my calendar.' Do not lead with 'just bumping this'.
Final close-out at Day +7 — If no response after 7 days, send a respectful close-out: 'Closing the loop on this one for now. If timing changes, you have my calendar — happy to reconnect.' Move CRM status to 'No-Show Closed', add a 90-day re-engagement task.
Log no-show patterns — Track per-source no-show rate. If a particular form, channel, or campaign has >25% no-show rate, surface to marketing — usually means the booking flow is too easy or the prospect didn't understand what they were signing up for.

If it goes wrong

Prospect responds annoyed at being chased

Stop the cadence immediately. Apologize, mark as 'Do Not Contact'. The cadence should never feel pushy — adjust copy if multiple prospects respond this way.

Prospect rebooks and no-shows again

Two no-shows = disqualification. Move to nurture, not active sales. Likely not buying right now.

Source has chronic >40% no-show rate

Marketing rebuilds the booking flow: add a confirmation step, ask a qualifying question, or tighten the offer language. High no-show rate is a top-of-funnel problem, not a bottom-of-funnel one.

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