When the tech is at the door and nobody answers
Hi, this is the office. The tech is at your door for your appointment. Are you on your way, or would another time work better?
You missed your appointment.
The tech can wait ten minutes. If that does not work, I can move you to the next open slot.
We waited and you were not there.
No problem, these things happen. The next opening I have is tomorrow afternoon. Should I put you in?
You will be charged for today.
What prevents the empty driveway
- A confirmation text the day before, with the window and a simple reply to confirm.
- An on-the-way text with the tech's name, so they know someone is actually coming.
- The missed-visit policy, if you have one, said on the booking call and repeated in the reminder.
- Notes taken at booking: gate code, pets, and who will be home to let the tech in.
When they call later to explain
Thanks for letting me know. Let me find you a new time that works.
The tech wasted a trip on you.
As the reminder mentioned, there is a charge for a missed visit. Since you called, I will note it on the account and it can wait until the job is done.
You owe us for the last one before I book you again.
The three ways this goes wrong
- Driving off without calling. The customer finds a note instead of a conversation.
- Opening with the fee. They stop picking up, and the job and the fee both disappear.
- Rebooking without a confirmation step. The same thing happens again next week.
An empty driveway costs a trip either way. A call before the truck leaves, a short wait and an easy rebook turn it into a delayed job instead of a lost one.
I answer the phones for contractors, and I confirm every appointment the day before and text when the tech is on the way. callbobai.com