Rescheduling Process for Clients

Introduction

At BA House Cleaning, we understand that sometimes our clients need to reschedule their cleaning appointments. This article outlines the step-by-step process our Sales team follows to handle rescheduling requests efficiently, ensuring clear communication and avoiding any no-shows.

Step-by-Step Rescheduling Process

1. Initial Client Contact

• Client Initiates Reschedule Request: Clients may contact us to reschedule their cleaning appointment via phone, text, or other communication methods.
• Sales Response: Sales team initially places the job in the ‘Not Scheduled’ status as a precaution. However, they aim to retain the current appointment by using the reschedule script.

2. Using the Reschedule Script

• Script Reference: Sales team follows the reschedule script available here to attempt to keep the original appointment.
• Client Decision: If the client still wishes to reschedule after the script is used, proceed to the next step.

3. Sending the Reschedule Link

• Reschedule Link: Sales sends the client a reschedule link available here.
• Confirmation: Sales reconfirms that the job is in ‘Not Scheduled’ status to avoid a no-show.

4. Tracking and Follow-up

• Form Submission Tracking: Sales ensures they track the submission of the reschedule form and follows up if necessary.
• Unsolicited Form Submissions: If a client submits a reschedule form without prior notification (having saved the form from previous reschedules), Sales must:
  • Ensure the job is in ‘Not Scheduled’ status.
  • Notify the ‘reschedule’ channel about the reschedule, including whether or not the reschedule form was received.

5. Handling Reschedule Forms

• Rescheduling Folder in Missive: When a reschedule form is submitted, it is automatically placed in the Scheduling Folder in Missive.
• Sales Notations: Sales notes what actions they have taken so far (e.g., moved to ‘Not Scheduled’, notified Slack, etc.).
• Sales ensures that the job i in ‘Not Scheduled’ Status AND notifies the ‘reschedule’ channel about the reschedule request.

6. Scheduling Team Responsibilities

• Rescheduling: The Scheduling team handles the actual rescheduling process using our Reschedule Core Process.
• Customer Notification: Scheduling team notifies the client of the new cleaning date(s) via MC.

Conclusion

By following these steps, we ensure that our rescheduling process is smooth and that clients are well-informed about their new appointment dates. Clear communication between the Sales and Scheduling teams is crucial to maintaining high standards of customer service.

For any questions or further assistance, please contact management or refer to the detailed scripts and resources available in our knowledge base.