Reschedule Script by Phone, Text or Email
Purpose
Prevent unnecessary reschedules whenever possible — and ensure all reschedule requests are processed correctly, using our standard workflow:
✅ First encourage client to keep the appointment if possible
✅ If they must reschedule, explain impact clearly
✅ All reschedules require submission of the Reschedule Form (not optional)
✅ Proper Slack post required → ensures Scheduling Team can monitor and finalize
✅ Scheduling Team will send email confirmation once reschedule is processed
If Client Says:
“I need to reschedule my cleaning.”
Script:
“I’m so sorry to hear that! May I ask why you need to reschedule? Sometimes we can offer flexible options to help you keep your appointment — it really helps your Technician stay fully booked and keeps your home on schedule.”
Options to Offer (based on reason):
🤒 SICKNESS / ILLNESS:
“We can definitely work with you — many of our clients choose to have us focus on sanitizing high-touch surfaces (kitchen, bathrooms, floors) while you stay in another area of the home.
Would that help — or would you still like me to move the appointment?”
✈️ OUT OF TOWN / TRAVEL:
“That’s no problem — would you like to keep the appointment as scheduled so your home is fresh when you return? Many clients choose that option so they don’t come home to a dusty house.
Or would you prefer that I move it to a better day after you return?”
🛠️ HOUSE NOT READY (too cluttered / busy / construction):
“We completely understand — many of our customers find it hard to get everything ready sometimes!
We do offer an optional Pre-Clean Tidy / Prep service for a flat fee, where our team can arrive early and help pick up toys, clothes, floors, load the dishwasher — that way your cleaning can still happen as scheduled.
Would you like me to add that so you don’t have to move the appointment?”
GENERAL “I just want to move it”:
“Of course — we can definitely help with that.
Just to let you know, when appointments are moved, it can cause gaps in our schedule and makes it a little harder to keep your home consistently clean.
If there’s any way to keep the appointment, even if we adjust your arrival window a bit, I’d be happy to check for you. Would that help?”
If Client Still Wants to Reschedule:
IF appointment is MORE than 48 business hours away:
Script:
“Okay — we’ll go ahead and move your appointment.
I’ll send you our Reschedule Form now — this is required for all reschedule requests so we can process everything properly and avoid any confusion.
You’ll just need to complete that today — once that’s submitted, we’ll finalize your new appointment.
Thank you again — we’ll look forward to seeing you on your new date!”
IF appointment is WITHIN 48 business hours:
Follow this script here.
Final Steps:
✅ Move job to Not Scheduled in MaidCentral
✅ Send Reschedule / Skip / Cancel Form to client (required — not optional — for ALL reschedules)
✅ Add a note to that particular job about waiting for reschedule form
✅ Post update in #schedule-updates Slack channel:
[Date] — Client [Client Name] requested to reschedule. Job moved to Not Scheduled. Reschedule/Skip/Cancel Form sent. Scheduling Team — please monitor.
✅ Immediately after posting:
👉 Right-click your message → select “Remind me about this” → choose 1 day reminder.
(This ensures follow-up if the form is not submitted.)
✅ If form is not received within 24 hours → follow up with client (utilize ticket creation with due date in MC)
✅ If still not received within 48 hours → alert Scheduling Team again in #schedule-updates
✅ Scheduling Team will finalize reschedule in MaidCentral only once form is received
✅ Once the Reschedule Form is received and processed:
👉 Scheduling Team will send email to client confirming that their reschedule has been processed and their new appointment is confirmed.