RE: [World] cancellation policy

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Date Sat, 13 Sep 2008 15:17:27 -0400
Chris,
I do something similar to Doug as far as a code. The last few years due to heavy workload, small workforce I've been scheduling some jobs in real busy season up to 5 weeks out. Many begrudgingly accept this and ask to be called if I get a cancellation. I've been getting more of these than ever before as well. What I do is put a star by any in my schedule that would take an earlier appt. if it becomes available. It seems to work for me as well.
 
Best wishes,
Dan Wagner
Dan Wagner Window Cleaning
Honesdale, PA



From: addressis@removed
To: addressis@removed
Subject: Re: [World] cancellation policy
Date: Thu, 11 Sep 2008 09:36:19 -0700

Doug,

Sounds like you have adopted a very easy going and flexible approach and I am sure your customers like that. And if you have enough work to keep 4 guys busy after confirming all of your appointments I think you are doing really really well.

My next comments here don't really need an answer, but I have to mention them because this is what goes through my head when I think of your approach:

1. Do you have an office worker calling to confirm that many appointments or do you do it yourself?
2. Are you on site with your 4 workers or sending them with a manager?
3. How do you give the customers who have an appointment set with you the assurance they need to rely on your standing appointment if they are always thinking in the back of their head that you might be giving them the opportunity to move ahead in the schedule if someone else cancels or reschedules?

I guess what I am getting at here is that some customers probably really like it, like I mentioned in the first paragraph above... But I think most of my customers would rather set an appointment, plan on it, and not be bothered again until the date of service (even if it is to offer them a chance to move up their service appointment). Then again, I have never really asked them...it's just the sense I get from most of them when they are setting appointments with me. Most make it clear that they are expecting me when we say and that almost matters more to them than when the actual appointment is.

Thanks,

Chris




On Sep 10, 2008, at 7:00 PM, Douglas W. Hodgson wrote:

I don’t call commercial customers.
 
In the case of residential, I do call and have very few cancellations. But I would much rather know a day in advance so that I have time to call around and fill the slot with another customer. It wouldn’t be so bad if you’re a one man show, but I normally arrive with a crew of 4. It’s not too classy to have your crew standing around twiddling their thumbs (and you’re paying them for their time!) while you get on the phone and desperately scramble to find another customer.
 
We try to be flexible; if a customer wants us to start earlier than our normal start time or start on the outside till they get back from their morning walk or whatever, we’re glad to accommodate. If they must reschedule for another day, we can usually trade appointments with another client. Other clients often love it when you say, “Hey we got a cancellation for tomorrow and I wanted to give you first chance.”
 
Douglas W. Hodgson
ABS Professional Window Cleaning
Greensboro NC
856-0032
 

 

Personally, I don't like the idea of calling to remind customers of their service appointment with us because it opens the door to them canceling on us.

 

On the other hand, calling to remind them is a classy and professional approach. If you do this and it works for you, how do you deal with the ones who tell you their time no longer works for them? (Regardless of whether they give you 2 days or a week, if they cancel or reschedule it still sets you back)

 

 

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Thanks,

Chris

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Chris Hulme - Industry Relations
ClearView Industries, Inc.

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