One Health

Do you ask for a deposit when booking appointments?

What would you say are the pros and cons of having a deposit policy?

How do clients usually pay the deposit-online, in person, or by phone?

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Jason Dougan
Clinic Manager
Humane Society of North Texas
TX
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Hi Jason,

We here at Spay Neuter Network do ask for deposits. Our deposit is $40 and we have come to find that if clients pay deposits, they are more likely to show up or reschedule/cancel beforehand and our no-show rate decreases. Our clients have the option of all three, if they have cash they can pay in person, we also can take a deposit over the phone or online. Deposits are due to secure the appointment. I hope this helps!

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Sabrina Wilson
Community Engagement Manager
Spay Neuter Network
TX
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Hi Jason,

I am the ED at Al-Van Humane Society. We frequently host s/n clinics and we require a non-refundable deposit for the s/n spots. We explain to clients that our s/n clinics are high in demand and a no-show or late cancellation would prevent someone else from being able to participate in this opportunity. It has drastically cut down our no-show rate during the early morning surgery drop-off times. The only con I have seen so far is that it takes a little bit longer for our staff to schedule the appointments since they have to take card payments over the phone or via SMS link. Other than that, it is more beneficial for us. -Sarah

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Sarah Vochaska
Executive Director
Al-Van Humane Society
MI
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We've gone back and forth on this, but overall deposits have been worth it for us. Before implementing one, our no-show rate was pretty high, especially for high-demand clinic days. Even a small deposit made people much more likely to show up or at least call ahead.

One thing that helped was being very clear about the policy upfront and sending reminders. We allow rescheduling if they give enough notice, which reduces frustration.

The downside is definitely the added admin time, especially handling payments. Most of ours come in online or by phone, very few in person. But the improved attendance has made it worthwhile.

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Winnifred Ricci
manager
lmb
TX
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