Arkansas HVACR NewsMagazine May 2019

S tate, National, Chapter News State national Chapter News

What to do About No Shows & Cancellations A recent article by Fieldpulse Academy made suggestions for handling those dreaded and expensive no-shows and last minute cancellations. While customers get more than a little angry if the tech is running late, they frequently think nothing about last minute cancellations or “forgetting about

HVAC companies would want to do, two important suggestions included:

the appointment.” We all know the cost of a technician spending time in front of a house wondering if the homeowner will be there shortly. It’s money and, while everyone makes mistakes, it is still money that someone has to pay. Fieldpulse Academy suggested having a clear cancellation policy that could include a fee. Youmay have seen your doctor, dentist, or attorney doing that. If their time is valuable, so is the heat and air conditioning company and technician. Perhaps even more so because the technician arrived in a truck or van with all the equipment necessary to perform a service repair. Additionally, the HVAC tech can’t just bring in the next person in the waiting room. They have to reschedule with other customers and drive to the next appointment. Frequently it is time LOST. Time that costs everyone money. While charging a last minute cancellation fee might be more than most

1. TOP-NOTCH SCHEDULING 2. REMINDERS ARE KEY

TOP NOTCH SCHEDULING Tell your customers when to expect you. Check and double-check between your schedule and theirs that there are no conflicts. Remember that the customer is the most important part of this martial agreement of the service call. You promise to be there, to be on time, to have their back, to make them comfortable, and to be fair in your dealings with them. (Sort of like a wedding vow.) This is a key way to prevent no-shows in the first place. Of course, you then have to deliver. Many companies are now offering guarantees of arriving on time. It helps to give as well-defined a service window as possible. No one likes waiting half a day like you’re the cable