A no-show costs a garage more than a wasted slot — it costs the trust that the next booking will actually turn up. Left alone, that erodes into over-booking and the compensating chaos of double-bookings.
This guide is the specific playbook for cutting no-shows with a light touch.
Reminders alone are not enough
A 24-hour SMS reminder helps but doesn't fix the problem. Reminders reduce forgetting; they don't reduce not-caring.
Deposits do the heavy lifting
A £10–£20 deposit at booking is the single most effective tool. It's small enough that regulars don't object and big enough that opportunists don't bother.
Net the deposit off the final invoice so the customer isn't paying anything extra.
Ask for the deposit at the right moment
Ask for the deposit at the end of the booking flow, after the customer has committed emotionally to the slot. Asking too early tanks conversion.
Saturday MOT is a special case
Saturday MOT is your most no-show-prone slot. Consider requiring deposits only on Saturdays and school holidays — you'll get most of the benefit with minimal customer friction.
Frequently asked questions
- Will deposits scare customers away?
- A £10–£20 deposit typically costs you under 5% of would-be bookings and saves 60–80% of no-shows. Net: strong positive.
- What about repeat trade customers?
- Exempt trade and fleet accounts from deposits — they're not the no-show risk.
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