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Reschedule Script by Phone

FOR CLIENTS THAT ATTEMPT TO RESCHEDULE BY PHONE

IF CUSTOMER wants to cancel their upcoming cleaning:

“Oh, I see. Is there any way we can keep that appointment? Our technicians are all booked in advance, so it might be hard to get you back in the schedule.”

IF YES, KEEPING APPOINTMENT:

“Great, thank you. We’ll send you a reminder the day before the cleaning. Can I do anything else for you today? [DEAL WITH ANY QUESTIONS AS NEEDED]”

“Okay, thank you. And if you ever do have to reschedule, just use the reschedule form on our website. We include the link in our reminders that we send before each appointment, or would you like me to send it to you right now via text or email?”

IF NO/OTHER RESPONSE:

“May I ask why? If you need to adjust the arrival window, we might be able to find a better time for you  depending on our technicians’ other appointments that day. Shall I look at that for you?”

IF THEY STILL WANT TO CHANGE AND APPT. IS WITHIN 48 HOURS:

“Okay, I understand. However, I see that your cleaning is within 48 hours, so I want to let you know that there would be a $100 late cancellation fee if you decide to reschedule at this point.”

IF THEY GIVE PUSHBACK ABOUT FEE:

“Yes. That is our policy. It’s because the cleaning technicians are counting on that income, and we can’t fill the appointment on such short notice, so we need to be able to compensate them for their time.”

IF THEY STILL WANT TO CHANGE:

“Okay, if you want to reschedule, you can do that with our online reschedule form. I can send you that link via text or via email. Which do you prefer?”

IF THEY WANT TO CHANGE BY PHONE (Why can’t you just do it for me now?): 

“Oh, we want to make sure we have your dates in writing to eliminate any errors on our end. The website form is really quick. I can send you the link right now, if you’d like. We’ll still follow up to confirm.”

SEND FOLLOW UP LINK EMAIL OR TEXT AFTER PHONE CONVERSATION IF CUSTOMER STILL WANTS TO CHANGE DATE

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