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Old 09-24-2019, 08:25 PM   #1
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Default Appointments after the first call?

For some reason many people do not understand the concept of having an afternoon appointment.

Yesterday a woman called for service, she went on and on I want good service bla bla bla, I want good service again and again. I told her Iíd be there in the afternoon the next day somewhere around 2pm depending on my first service call I could be earlier or later. I'd call beforehand to let her know I was ready to go over.

This morning I was ready at 11 and I called and left a message. I then called at 1:20 still no one picking up. at 1:40 she calls back so I said I had left a message. She exclaimed I had said the appointment was at 2pm and if couldnít make it to call Iíd be late.

I said no mam I was ready this morning but that thatís no problem I can go now. Thatís when she turned in a psycho, she repeated her 2 pm appointment and she didnít like where it was going and she mumbled about hiring somebody else. Well mam do you want me to go or not? She said no I donít like your attitude and I'll hire somebody else and she hung up.

I was so glad I didnít end up at that lunaticís house! 20 minutes later she called again so I ignored it. Oh yeah I have to block that number permanently.

The question remains many people donít understand I canít pinpoint a specific hour for an afternoon appointment, they think Iím waiting all day just for them and some get angry or I have to wait on them after the first call. I think Iíll be switching to big company tactics, itís going to be morning or afternoon and they have to be there. Theyíll have to wait. Iím not going to provide any hour after the first appointment.


Any suggestions for service call appointments?
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Old 09-24-2019, 08:43 PM   #2
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I give a time window 11-3, 12-2, 10-2, whatever. I let them know I’ll send them a text to narrow down the window as I figure out how the day is going.
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Old 09-24-2019, 08:58 PM   #3
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I give a time window 11-3, 12-2, 10-2, whatever. I let them know I’ll send them a text to narrow down the window as I figure out how the day is going.
I do the same. Haven't had an issue with that yet. If they're not my first appointment I let them know that window is my best estimate based on the work I've got scheduled before them. That way they know I'm not guaranteeing I'll be there in that time window. I rarely miss the window and if I know I will miss it I try to let them know at least 2 hours ahead so they can choose to wait or call someone else.
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Old 09-24-2019, 09:14 PM   #4
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Time window is a great idea, I'll be using a 4 hour window. I never know how long a job is going to take, sometimes they ask to fix more things or I need to grab a sandwich at the supermarket.
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Old 09-25-2019, 07:20 AM   #5
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I think my boss gives a mix of a timeframe and ok we can meet you there after 3pm or what ever. For the first appointment of the day he normally always say it will be around 8:30 to 9 a clock. It never fails that when we get there at 8:30 they only heard 9 or get there at 9 and they are grumpy that we are late because they only heard 8:30

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Old 09-25-2019, 07:39 AM   #6
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Time window is a great idea, I'll be using a 4 hour window. I never know how long a job is going to take, sometimes they ask to fix more things or I need to grab a sandwich at the supermarket.


I have a battery back up sump pump to install today.... I texted the guy and we arranged for me to be there in the afternoon -----I tell them sometime between 1 and 2 --- I should arrive and I will call you too......

I also tell them that I will call them before I take off for their call to confirm that they are gonna be there.....

sometimes they think to ask me if I will call before I come ?? and ---

I usually say to them --- Yes sir, we are not going to drive across town and just come a- knocking on your door like a bunch of girl scouts trying to sell cookies or magazines ....and hope that you are home...

We will certainly call you to confirm everything first.........





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Old 09-25-2019, 09:47 AM   #7
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I give a window of time , about an hour wide, and I always call before leaving the previous call to make sure someone is there, 99.9% of the time no problems so I will call that very good..
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Old 09-25-2019, 07:32 PM   #8
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I give a window of time , about an hour wide, and I always call before leaving the previous call to make sure someone is there, 99.9% of the time no problems so I will call that very good..

doing this makes you look way more professional and they also get the vibe that you might actually know your ass from a hole in the ground.....

maybe........


.
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Old 09-26-2019, 01:29 AM   #9
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I have a battery back up sump pump to install today.... I texted the guy and we arranged for me to be there in the afternoon -----I tell them sometime between 1 and 2 --- I should arrive and I will call you too......

I also tell them that I will call them before I take off for their call to confirm that they are gonna be there.....

sometimes they think to ask me if I will call before I come ?? and ---

I usually say to them --- Yes sir, we are not going to drive across town and just come a- knocking on your door like a bunch of girl scouts trying to sell cookies or magazines ....and hope that you are home...

We will certainly call you to confirm everything first.........





I can't even count the number of jobs I got sent on without a phone confirmation first. "Just leave a card if they aren't home"

Well not getting paid for driving around knocking on doors got pretty old, so here we are.

The scheduling thing is tough, but I kind of mix it up the way Tango does it and also the time window thing depending on what kind of jobs I have going on.

I can guarantee a first thing AM appointment, and depending on what the first call is, I can either schedule something for 10-11 or 11-12 or immediately after lunch which could fall anywhere between 12:30 and 1:30. I tell them I will call before I drive over to make sure they are home. If they don't answer I'm not rolling. Fuel is expensive. Anything late in the afternoon I play by ear because I try to not get myself into a position where I can't hit the supply house for a part i'm desperate for if the proverbial **** hits the fan after 5.

So far I haven't had any issues with either. Communication is key, but you can't help people who don't check their voicemail / answering machine.

Most people also seem reasonable and accept the fact that plumbing projects don't always go to plan and a little tardiness is often overlooked.
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Old 09-26-2019, 06:49 PM   #10
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I usually give a 1 hr window, between calls and most of the time I can hit that mark.. my first call I give a 1/2hr window.
You have to kinda average out how long what you're doing is going to take, then factor in the drive/traffic to get to the next call. I always tell my client, I’ll call if I’m going to be delayed. Some days when the calls keep coming in, I adjust that window to 2 hrs.
This AM, I did a quote for a vanity re&re, I told her i had to take care of 2 other calls, and I’d be back between 2-3 to do the work.
I got to her at 2:30, and was gone by 4:30.
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