I am not concerned about double booking and make it common practice. Why? Industry history tells us that 35% of our appointments will cancel or reschedule. So, how do I get away with this practice without any conflicts?

If a time slot is double booked, my assistant asks me one day prior to the appointment which appointment I would like to see first. She then calls the #1 person for each appointment the next day. If they cannot make it or have to reschedule, she reschedules them at that time and calls my #2 appointment in order to maintain a full calendar. If the #1 person confirms, my assistant calls the #2 person and reschedules that person for a later date.

That person then automatically becomes the #1 person for that time slot. We will NEVER reschedule the same person more than once on our end.


Reproduced from National Underwriter Life & Health/Financial Services Edition, June 30, 2003. Copyright 2003 by The National Underwriter Company in the serial publication. All rights reserved.Copyright in this article as an independent work may be held by the author.