Hey guys/gals,
This week we had 3 last minute reschedules all within lesss than 24 hours notice and it really put a strain on our schedule as we are booked a month out at this point. Any advice on a last minute reschedule or cancellation policy.
Those of you that run crews . What do you have them do when jobs are canceled ? Do you have a way to keep some customers on a last minute scheduling basis for when jobs cancel? Im just getting into the swing of running a crew since my back injury last fall and any advice on running myh scheduling efficiently for revenue wold be appreciated .
Thank You,
Nick
Chris L. gets a credit card first to reserve the spot and informs them of a 24 hour cancellation notice, I believe.
Great for lots of one time call in work
Repeats you have a rapport with and they have every reason under the sun on occasion to reschedule, it’s harder. If you don’t give for them, will they give for you when you need a break? like employees who couldn’t get there, or someone sick etc etc. It’s more give and take for repeat resi.
However, there are still some that need to be fired. I’ve had some where every job was at least 3 phone calls, at least one reschedule involved in each service that finally got performed. and I’m supposed to put up with this every time, several times a year? - hey, get your life together, bye.
If you’re booked out a month there must be a few people you can call to bump them up. We have a running list of customers we can call if we have any cancellations.
+1
Up til this week I’ve gotten lucky with reschedules. Then, I got 3.
I’ve really been trying to stay away from credit card deposits, but I don’t seem to have a choice in the matter now. I have tomorrow off (because of a reschedule), and I will be setting up my website to take non-refundable deposits. As of May 1st, every job (unless I already know you and like you) will come with a 25% deposit.
As far as reschedules go, I’ve been allowing ONE reschedule. After that, you best start looking for another window cleaner.
I only run commercial, if I have a customer reschedule once I will inform them next time there will be a trip.
We have a policy on jobs over $500 we take 20% deposit to book the day on our calendar. In the case of the 3 reschdules we had this week. 1 was the guys girlfriend that he was getting our service for wasnt ready to have her inside windows cleaned and called us 1 hour before we were set to arrive, 1 was a last minute “emergency” and the 3 rd turned out she just wanted to reschedule her interior but ended up giving us to houses to do roof cleans on so the week worked out alright.But its been a thinking on the fly kinda week…Really getting my hustle on and selling jobs and booking appointments.
I also try to bump someone up and trade if possible. If the postponement seems frivolous or weakly-warranted I just tell them my next opening is …(most likely a month or more away this time of year). Don’t we all reap what we sow?
Its funny you say that because the 2 that rescheduled last minute were very not too happy about there new appointment being 6 weeks away!
In a case like that I always tell them September even if we in the month of October.
When they call you stress that you are booked and that they’ll have to wait. Be apologetic. I wouldn’t ask them for a reason. They may offer one. They may change their mind or you can plug them in later. Maybe you need a “rain” day.
Once we get past two weeks out, I usually start a “will call” list, where we have a set date available for the customer, but if a cancellation opens up we make a call to see if the “will call” customer is available for the earlier appointment, they usually jump at the chance. Then you have also freed up a day in the future schedule for “rain days” or rescheduling the canceler or moving up someone else on the will call list.
I haven’t penalized a canceler yet, just like with mother nature, you just have to be fluid with your scheduling and it usually works itself out.
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Although that adds a level of complication it is a great idea.
Brilliant. Then mail them a competitors card, so HE can waste all his time trying to rearrange his life around their schedule.
IMOP the key to success in a service based business is being a servant. I don’t let people run over me but being a servant to my customers is a top priority.
I have a “Just show up” list whereby I can just show up at another client’s place without notice if I need to quickly fill a void. I also have a waiting list and am usually quite able to fill the spot from someone on the waiting list and then make them very happy that I can fit them in earlier. The client who postpones sometimes gets a new date far in the future, “to the back of the line” .
