Every time I schedule a buyer for a repair, I let them think that both of us will call to confirm the appointment on the afternoon before the maintenance is scheduled.
We have a lot of customers busy during the afternoon plus both of us regularly make sure that the buyer is ready plus still expecting service.
Last month a buyer called to make an appointment for service on her heat pump. The buyer contacted me on Monday plus she made the appointment for Monday afternoon. I called the lady on Tuesday afternoon so I could get confirmation. The buyer did not answer the PC. I left a voice message plus she did not call back before the end of the corporation afternoon. I contacted the buyer again the next morning plus she still did not answer the PC. At this point, I decided to cancel the appointment plus I sent that maintenance worker to a different address at 2. At 3, the buyer called to find out why the maintenance worker was not there yet. I’m glad that I was the person to answer the PC, because the lady began to get miserable plus belligerent. I politely plus calmly told the lady that she had multiple possibilities to confirm the appointment. When she did not, it is our policy as stated to cancel the appointment. I provided to reschedule her for the next available appointment, although she was clearly angry plus did not want to use our services after she felt that both of us were in the wrong. I called her more than two times plus left messages.