Role Guide: Solar Confirmer

What you own

A setter creates the appointment. You make sure it happens. You own every appointment from the moment it is booked until the consultant reports that it sat, was rescheduled, or was released.

That means you own:

1. The written confirmation sent right after booking (if the setter has not sent it).
2. The personal confirmation call 24 to 48 hours before the appointment.
3. The day-of reminder and, for afternoon or evening appointments, a short message about an hour before.
4. Recovery when the homeowner goes quiet, and rebooking when plans change.
5. Clean status updates in the CRM so the consultant never drives to a house that cancelled.

On small campaigns setters confirm their own appointments. If that is you, this page is your second job description.

Your daily rhythm

Your campaign sets your schedule and check-in method. Inside any shift, the confirmer's day looks like this:

Part of shift	What you do
Start	Check in. Open the appointment list for today and the next two days. Check every new set from the last shift has a written confirmation and a full note
First block	Personal confirmation calls for appointments 24 to 48 hours out, earliest time zone first
Rolling	Day-of reminders, one-hour messages, recovery calls for anyone who has not replied
As they come in	Consultant feedback: update SAT, NS, RESCH or CXL the same shift
No-show recovery	Same-day call and text with two rebook options for every no-show
End	Update the confirmation tracker, send your part of the end-of-shift report, flag tomorrow's at-risk appointments to the team lead

KPIs that matter

KPI	What it means	Starting benchmark
Show rate	Sits divided by sets	70 to 85 percent overall, varies by lead source
Cancel plus no-show rate	Lost appointments divided by sets	Under 20 percent
Three-touch completion	Appointments that received written confirmation, a personal call and a day-of reminder	100 percent
Same-day no-show follow-up	No-shows contacted the same day	100 percent
Rebook rate	No-shows and cancels successfully rebooked	Track and improve weekly
Status accuracy	Appointments with correct, same-shift outcome codes	100 percent

Tools you will use (generic)

CRM (appointment records and dispositions), calendar (consultant availability), texting platform (registered business number), dialer, confirmation tracker, team channel for consultant updates.

Handoffs

You receive from	What	You pass to	What
Setter	New sets with full notes	Consultant	Confirmed appointments, changes, homeowner questions
Consultant	Sit results, running-late notes, feedback	Setter	Feedback on set quality (missing spouse, wrong bill)
Homeowner	Changes, questions, cancellations	Lead manager	Released appointments with a nurture code
Team lead	At-risk list, escalation answers	Team lead	Appointments that failed twice, complaints

The confirmation standard

Every appointment gets all of these. Details and scripts are on the No-Show Prevention Playbook page.

When	Touch	Channel
Right after booking	Written confirmation: consultant's name, date, time, time zone, address or video link, what to have ready	Text and, if available, email
24 to 48 hours before	Personal confirmation call by a real person	Phone
Morning of	Short reminder written as a question ("Still good for 6 PM?")	Text
About 60 minutes before (afternoon and evening sets)	Brief personal note	Text
No reply by about 90 minutes before	Recovery call with an easy exit	Phone

Quality checklist

• Both or all decision makers reconfirmed on the call, by name
• Time confirmed in the homeowner's time zone, not yours
• Address or video link confirmed and correct in the CRM
• Homeowner reminded to have a recent electric bill ready
• Any new questions or concerns added to the note for the consultant
• If they wavered, two specific new times offered, not "when works for you?"
• Status updated the same shift: CONF, RESCH, CXL or NS
• Opt-out requests honored immediately and coded DNC

Common mistakes

1. Mass texting instead of calling. The 24 to 48 hour touch must be a live human voice.
2. Confirming one spouse only. If the second decision maker dropped out, reschedule. A sit without them often fails.
3. Hiding the exit. Homeowners who cannot easily cancel simply do not show. Make rescheduling easy and you keep the lead.
4. Late status updates. A consultant who drives to a cancelled appointment loses trust in the whole team.
5. Rebooking too far out. Rebooks should land within the next few days, not next month.
6. Guilt or pressure. Never make a homeowner feel bad for missing. Warm and easy wins rebooks.

Escalation rules

Escalate to your team lead when:

• An appointment has been rescheduled twice. The team lead calls the day before the third attempt, and the consultant may message directly.
• An appointment fails a third time. Move it to nurture with a reason code after team lead review.
• A homeowner raises a complaint about a salesperson, a past call or a contract.
• A homeowner says they never booked an appointment.
• The consultant cannot make the slot and no other consultant is available.

Check yourself

1. Name the five touches in the confirmation standard and when each happens.
2. On the confirmation call you learn the husband now works late that day. What do you do?
3. Why is a live call required for the 24 to 48 hour touch?
4. What happens after an appointment is rescheduled twice?
5. A homeowner did not reply to the morning text. What do you do and when?

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