This YouTube conversation (hosted by Mike Andes) examines scheduling problems in service businesses: speakers discuss frequently promising “next week,” then missing appointments, customer frustration, potential cancellations, and the practice of calling customers to give updated arrival windows. The clip centers on customer communication failures and their operational consequences.
I hate saying we'll be there next week. Next week comes along and we're a little behind and next.
Thing, hey, sorry.
We'Re not going to be there next week. That's so frustrating.
Me.
I know it's with her.
I will give you a call next week and give you an idea of when we can get out there. Okay.
Well, I bet there's customers that freak out over oh yeah, and probably cancel jobs.
Yeah.
What? They were supposed to be here yesterday and you got my card on file, so I don't know you guys are going to my numbers. You know what I mean?
If you take time insensitive jobs like big projects and one time jobs and say, hey, anyone that calls in, if they're not a recurring mowing customer, just tell them that we're three months booked out for now. So if they're like a rush, it needs to get done next week. I don't go do an estimate. And then we just basically say, sorry, we can't help you. Time insensitive jobs and one time jobs are I'm always booking out in my off season. Then that allows you to take on the recurring customers during the spring rush because all the leads are coming in now.
