The lady didn't answer the phone all day

I was supposed to help a customer with a furnace repair last week, but the customer didn’t answer the phone when I called to confirm her appointment.

  • Confirmation is important, because we don’t waste our time with customers that aren’t fully ready to have the service performed.

We don’t have time or gas to drive to the address only to be turned away. We always tell our customers that they have to confirm their appointments. They can email or even just text the message back and say yes. We send a message everyday to the customers that have an appointment the next day. Only confirmed appointments are added to the schedule. A woman was on the schedule for a heat pump repair but she had not confirmed. I tried to contact the woman during the morning hours to see if I could get her on the phone. The appointment was scheduled for 2:00 p.m. and I never reached the customer after calling three times. I never went to the address. The next day the customer contacted the heating and AC repair business to complain that we did not show up for a scheduled appointment. The guy in the office reminded the customer that we have a policy on confirmations and the customer never confirmed the appointment. She didn’t have anything to say after that. She asked if she could make another appointment for the next day. We were happy to get her back up on the schedule, but she was of course reminded again to answer the call or send us a text when you have to confirm your appointment.
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