Brian KaskavalciyanCo-Founder, The Wealthy Contractor Inc. · I want to help you create more Success, Wealth and Freedom!

Are you sick of homeowners CANCELING their appointments?

Name: Are you sick of homeowners CANCELING their appointments?
Uploaded: 2026-02-06T00:14:34+00:00
Duration: 59 s
Channel: Brian Kaskavalciyan
Description: In this video, Brian Kaskavalciyan explains how his team was losing appointments because homeowners were canceling before the call center could reach…

6 Feb 2026 · 1 min

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In this video, Brian Kaskavalciyan explains how his team was losing appointments because homeowners were canceling before the call center could reach them. The root cause was slow outreach—often a week after a lead was generated—despite having strong raw leads. To fix this, they overhauled their incentive system, giving much higher bonuses for same‑day or next‑day appointments than for later ones. They also raised the quality of phone calls and demos, ensuring prospects have a positive experience that keeps them engaged. After implementing these changes, the team reports that cancellations have dropped and the appointment process is now fully dialed in, positioning them for upcoming growth.

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We were having an issue with cancellation. Our raw leads have been very good this year. We were setting a good amount of appointments, but people were canceling before we were getting to them. And the biggest issue was we were not doing a good job of getting to them same day, next day. Sometimes people were waiting a week before we can get to them. It was killing us. So we implemented a couple strategies. The biggest thing was changing the bonus structure for the call center team. So same day, next day appointments. Get bonus much higher than even a 2 or 3-day appointment. And we also did it— actually, we also did it on demos. Now, the quality of the phone calls important as well. The customer's not loving the experience on the phone call, they may cancel. So we want them to have a wonderful experience on the phone so that they're excited to see us and minimize our cancellations and get to them quickly. That's been our biggest thing. So That was the last thing I wanted to master before we get into growth mode, and we've got it dialed in now.