The timing rule, which matters more than the wording
- The moment I know the window is at risk, not when it is already blown. If the window ends at two and at half past twelve it is clearly not happening, half past twelve is the call.
- One new time, and make it one I can beat. A window I miss twice is the end of the relationship, so I pad it and then arrive early rather than tight and late again.
- If I cannot yet name a new time, I still call. 'I do not have a time for you yet, I will know in thirty minutes and I will call you either way' is a real answer, and the callback is the promise, not the time.
- Then actually call back in thirty minutes, even with nothing new. That second call is the whole thing. It is what turns a delay into somebody who is on top of it.
What I say, and what turns a delay into a lost customer
Your window was noon to two. The job before you opened up worse than expected, so I am moving you to between three and four. Does that still work, or would tomorrow morning be easier?
He's running a little behind.
He is finishing up and heading to you now, about thirty five minutes.
He's on his way.
I do not have a firm time yet. I will know within the hour and I will call you either way.
Should be soon.
This is the second time I have moved you and I know that is not good enough. I am putting you first thing tomorrow and taking the trip charge off.
Sorry for any inconvenience.
If you need to be somewhere, tell me now and I will work around you rather than have you sitting there.
He'll be there sometime this afternoon.
Two rules I do not break
- I never say 'on our way' unless the van is actually moving. Say it once when it is not true and every future arrival time you give that customer is worth nothing.
- I offer the reschedule myself instead of waiting for them to ask. Someone who is given the choice stays a customer. Someone who has to chase you for it starts pricing your competitor while they wait.
Late is a scheduling problem and it happens to everybody. Silent is a character problem, and that is the one people tell their neighbours about. If it turns out the job is not happening today at all, that is a different conversation and I keep it on its own page at /tools/cant-get-there-today.html.
I make these calls for contractors so the customer hears about the delay before they start wondering. callbobai.com.