Handling Last-Minute Reschedules

🎯 Goal

Keep the scheduled cleaning whenever possible to avoid gaps and protect staff efficiency.
Only when a client insists on rescheduling and threatens to cancel over the late-reschedule fee do we consider a one-time courtesy waiver.

1️⃣ First Priority – Keep Today’s Appointment

1. Acknowledge the request and explain the impact:

   “Our team is already scheduled for today, so a last-minute change creates a gap that impacts our technicians. Is there any way we can still keep today’s cleaning?”

2. Offer solutions:

   • Allow a neighbor, friend, or family member to provide access.

   • If the home isn’t ready, offer our Tidy-Up Service so technicians can still clean.

Goal: for the client to understand the burden and agree to keep the appointment.

2️⃣ If They Still Insist on Rescheduling

• Calmly explain the policy:

  “Because this change is inside the 48-hour window, our policy is to charge a $100 late-reschedule fee.”

• Most clients will either:

  • Work with us to keep the appointment, or

  • Accept the $100 fee and proceed with rescheduling.
    1. If so, text them a link to the reschedule form.
    2. Put a job in “Not Scheduled” while we wait for the form to come through, with notes on the job.
    Video on how to put job in not scheduled:

3️⃣ Only If They Threaten to Cancel Service

• Escalation point:
  If the client threatens to cancel service because of the $100 fee and they have never used a courtesy waiver, you may offer a one-time free pass only if they submit the reschedule form while you are on the phone.

• Required script:

  “I understand your concern. As a one-time courtesy, I can waive the $100 late-reschedule fee if you can fill out our reschedule form right now while we’re on the call. I’ll text you the link. This is a one-time pass and cannot be used again.”

• Important conditions:

  • The reschedule form must be completed during the call.

  • Make it clear the waiver cannot ever be granted again.

4️⃣ Apply the Courtesy Pass

1. In MaidCentral → Modify Rates, add Late Cancel/Reschedule Fee – PASS ($100) to record the waiver.

   • Click +Create –> Select Extra –> Add Late Cancel Fee (+$100)
   • Modify Rates –> Add Custom Entry –> Late Cancel Waive (-$100)
     • Make sure Minutes is 0  & uncheck “Included in technician Payout”

   • 

2. Tag the client account: LateFeeWaiverUsed.
3. Add an internal note: “One-time courtesy late-reschedule fee waived – [Your Name] – [Date].”

5️⃣ Send Confirmation Email

• Use the MaidCentral email template: “Late Cancellation Fee Waived Email #1.”

• This email:

  • Confirms the late-reschedule fee was waived one time.

  • States that future late reschedules will automatically incur the $100 fee.

6️⃣ If No Courtesy Pass Is Granted

• If the client reschedules but does not qualify for a free pass:

  1. In