No-Show Re-Engagement Call
Purpose: reconnect with a homeowner who missed their solar consultation, without guilt or pressure.
When to use: the same day as the no-show, then on the follow-up schedule in the No-Show Prevention Playbook.
Goal of the call: a rebooked appointment within 48 to 72 hours with every decision maker, or a clear, respectful close.
Version: v1.0
Track: Solar · Role: Confirmer, Lead Manager · Time to complete: 15 min to learn
Before you dial
- Appointment record open, coded NS
- Consultant's report read: did they arrive or log in on time? Any message from the homeowner?
- Original setter and confirmation notes read: decision makers, motivation
- Reschedule count checked (after 2, the team lead takes the next confirmation)
- Two rebook slots ready in the next 48 to 72 hours
- Inside the calling window, under the attempt cap
Assume good intent. Most no-shows are about life, not rejection: work ran late, a child was sick, they forgot. A homeowner who feels judged will never answer again. A homeowner who feels understood often rebooks on the same call.
The schedule
| When | Touch |
|---|---|
| Same day | Call. If no answer, voicemail V5 and text S7 |
| Next day | Call at a different time of day |
| Day 3 | Final text S8 with two options and an easy "no thanks" |
| After that | Team lead review: nurture or close |
The flow
1. Open with care
You: "Hi (HOMEOWNER NAME), this is (YOUR NAME) with (COMPANY NAME). Just so you know, this call may be recorded for quality. (CONSULTANT NAME) was scheduled to meet you (TODAY OR YESTERDAY) at (APPOINTMENT TIME), and we missed each other. I just wanted to make sure everything is okay."
Why it works: "we missed each other" carries no blame. Asking if everything is okay is human and genuine.
If they say: "Oh no, I completely forgot."
You: "That happens to everyone, please do not worry. Would you like to find another time? (CONSULTANT NAME) has (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2)."
If they say: "Something came up at work" or "family emergency".
You: "I am sorry to hear that. I hope everything is alright. When things settle, would (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2) be easier, or would you prefer I check back in a few days?"
If there was a real emergency, do not push. Offer a check-in date and code CB.
If they say: "My husband could not make it, so we did not answer."
You: "That makes total sense. It is better to meet when you are both there. What days are you both usually home in the evening?" Then offer two specific options on those days.
If they say: "We changed our minds."
You: "Thanks for being honest with me. Can I ask what changed?"
Listen. If there is a clear objection, answer it once using the Objection Handbook. Then:
You: "I understand. Would you like me to close your file, or check back in a few months in case things change?"
Code NI, or NUR-(REASON) with a date if they agree to a check-in.
If they say: "The consultant never showed up" or "showed up late".
You: "I am really sorry about that. That is not the experience we want for you. Thank you for telling me. I will make sure the team knows. Would you be willing to give us another chance at a time that suits you?"
Never argue about what happened. Note their words and escalate to your team lead the same shift.
If they say: "Stop calling me."
You: "Understood. I will remove your number now. Sorry for the bother."
Code DNC immediately.
2. Rebook with two options
You: "(CONSULTANT NAME) has (DAY 1) at (TIME 1) or (DAY 2) at (TIME 2). Which works better for you and (SPOUSE NAME)?"
3. Remove the reason it failed
Ask one question that fixes the cause:
You: "Is there anything that would make this time easier, like a slightly later start, or doing it by video call instead?"
Why it works: if nothing changes, the same thing happens again. One small fix makes the rebook real.
4. Lock it
You: "Great, so that is (APPOINTMENT DAY) at (APPOINTMENT TIME), your time, with you and (SPOUSE NAME). I will text you a confirmation now, call the day before, and send a quick reminder that morning. If anything changes, just reply to the text. That is completely fine."
5. Close
You: "Thank you, (HOMEOWNER NAME). Talk soon."
Objections
| They say | Handbook entry |
|---|---|
| "Not interested anymore" | Objection 1 |
| "Too busy" | Objection 13 |
| "I need to talk to my spouse" | Objection 12 |
| "The last appointment was a waste" | Objection 35 |
| "Take me off your list" | Objection 30 |
After the call
- Code RESCH with the new time, CB, NUR-(REASON), NI or DNC.
- Note:
(DISPOSITION) / No-show recovery / original (APPOINTMENT DAY AND DATE) (APPOINTMENT TIME) (TIME ZONE) Reason for no-show: (THEIR WORDS). Fix agreed: (DETAIL). New appointment: (DAY, DATE, TIME, TIME ZONE). DMs attending: (NAMES). Reschedule count: (NUMBER). Next: (NEXT STEP AND DATE). (YOUR NAME)
- If the reschedule count is now 2, flag it to the team lead.
- Restart the full confirmation sequence for the new time.
Coach's note: Write down the exact reason for every no-show. After a month, patterns appear: a setter who books single decision makers, a lead source that never shows, a time slot that always fails. That list is worth more to the client than any single rebook.
Never do this:
Never say "You wasted the consultant's time" or anything that blames the homeowner.
Never invent consequences or deadlines to force a rebook.
Never argue about whether the consultant arrived on time.
Check yourself
- What is the touch schedule after a no-show?
- Write an opening line that carries no blame.
- Why do you ask what would make the new time easier?
- A homeowner says the consultant never arrived. What do you do?
- What happens when a lead reaches 2 reschedules?
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