Dispatch Confirmation and On-the-Way Call

Before you dial

• Tomorrow's board (for confirmations) or today's live board (for on-the-way and late calls)
• Job record: reason for visit, window, technician, fee disclosed, access notes
• Confirmation text template and the client's reply options
• Allowed calling hours for the customer's time zone
• Cancellation list, in case a slot opens

Part A: Day-before confirmation

Step 1: Text first (by 5 PM customer local time)

Hi (CUSTOMER FIRST NAME), this is (COMPANY NAME) confirming your appointment tomorrow, (DAY), between (WINDOW) for (SERVICE TYPE). Reply YES to confirm or call (OFFICE PHONE) to reschedule. Reply STOP to opt out.

Step 2: Call anyone who has not confirmed

You: Hi, is this (CUSTOMER NAME)? Them: Yes. You: Hi (CUSTOMER NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling to confirm your appointment tomorrow between (WINDOW) for (SERVICE TYPE). Does that still work for you?

Why it works: a quick, specific question gets a clear yes or no, and catches problems while there is still time to fix them.

If they say: "Yes, that works."

You: Great. Will an adult be home during that window? And is there anything the technician should know, like a gate code or pets? You: Perfect. The technician will call or text when they're on the way. Have a good evening.

If they say: "I need to change it."

You: No problem. I have (OPTION 1) or (OPTION 2). Which is better?

Move the job, offer the freed slot to the cancellation list, and note the change.

If they say: "Actually, it started working again, I want to cancel."

You: I'm glad it's working. Sometimes a problem comes and goes, so would you like to keep the appointment and have the technician take a quick look, or would you prefer to cancel? (If cancel:) No problem, I've cancelled it. If it happens again, just call us and we'll get you in.

Note the reason (UB-Fixed or as your client codes cancellations).

Voicemail (if no answer)

You: Hi (CUSTOMER NAME), this is (YOUR NAME) from (COMPANY NAME), calling to confirm your appointment tomorrow between (WINDOW). If that still works, no need to call back. If you need to change it, please call us at (OFFICE PHONE). Thank you!

Part B: On-the-way update

Text (when the technician leaves for the home)

Hi (CUSTOMER FIRST NAME), (TECH FIRST NAME) from (COMPANY NAME) is on the way and should arrive in about (MINUTES) minutes. Reply here if you need anything.

Call (if the client uses calls, or no text consent)

You: Hi (CUSTOMER NAME), it's (YOUR NAME) from (COMPANY NAME). Good news, (TECH FIRST NAME) is on the way to you now and should be there in about (MINUTES) minutes. Is everything still good on your end?

If they say: "I'm not home yet!"

You: Thanks for letting me know. How soon can you or another adult be there? (Then:) I'll let (TECH FIRST NAME) know.

Tell the technician straight away. If the delay is long, the dispatcher decides whether to swap the order of jobs.

Part C: Running late (before the window closes)

Call, do not just text. Call at least 30 minutes before the window ends.

You: Hi (CUSTOMER NAME), this is (YOUR NAME) from (COMPANY NAME). I'm calling about your appointment today between (WINDOW). I want to give you an honest update: your technician's earlier job is taking longer than planned. We now expect them between (NEW WINDOW). Does that still work for you, or would you like to move to (ALTERNATIVE)?

Why it works: the customer hears it first from us, gets a real reason, and gets a choice. Most people say "That's fine, thanks for calling."

If they say: "This is ridiculous, I took the day off."

You: You're right to be frustrated, and I'm sorry. You planned your day around us. Let me see what I can do. (Check the board for a faster option.) The best I can do is (OPTION). Would that help?

If the customer is still upset, offer a call from the office manager. Never promise a discount or refund unless the client allows it.

If you cannot reach them

Leave a voicemail, then send a text:

Hi (CUSTOMER FIRST NAME), it's (COMPANY NAME). We tried to call you. Your technician is running late and we now expect them between (NEW WINDOW). Please reply or call (OFFICE PHONE) if that doesn't work. We're sorry for the delay.

Objections

They say	You say
"Can you give me an exact time?"	"I can't promise an exact minute, but the technician will text when they're on the way, about (MINUTES) minutes before."
"I forgot about the fee, how much was it?"	Repeat the disclosed fee exactly as noted in the job
"Can you send someone else who's faster?"	"Let me check the board." Offer only what dispatch can actually do

After the call

Check yourself

1. By what time are day-before confirmation texts sent?
2. How long before the window closes should you make a running-late call?
3. A customer says the problem fixed itself. What do you offer before cancelling?
4. Why is a late update a call and not only a text?

Answers

1. By 5 PM customer local time.
2. At least 30 minutes before the window ends.
3. The option to keep the appointment so the technician can take a quick look, since problems can come and go.
4. A call shows respect, lets the customer choose a new option, and confirms they actually got the message.

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