Required CT not available, AND client has an upcharge!

Below our steps that take place when a client has a required cleaning technician and is currently paying an up charge fee for cleaning technician preference, but their required cleaning technician is not available.

• Scheduling sends cleaning technician a required CT not available text message notification to the client, and removes the cleaning technician upcharge from that particular cleaning.
• IF customer contacts us back, requesting that we reschedule for when their required cleaning technician is available or they would like to skip, follow steps below:
  • Encourage client to keep their current appointment with a different tech by reiterating that all our cleaning technicians are professionally trained to deliver the same quality. Remind them that we will remove the required cleaning technician upcharge from that cleaning. (Goal #1)
  • However, if the client keeps pushing and required that we reschedule them.  Find out TWO other required days and go ahead and submit a reschedule form on their behalf. We are rescheduling this, NOT the client so we would NOT ask them to fill out the form. When the form is captured in missive, be sure to add notes to that email explaining the situation. Rescheduling fees do not apply in this situation.  
  • If scheduling is not able to accommodate required cleaning technician reschedule per the reschedule form, scheduling or CS will reach out to client letting them know that those two preferred days aren’t available and offer alternative days.  If, those days do not work and Customer would like to skip that cleaning, skip and rescheduling fees are WAIVED.