A customer books an installation. The window is eight until six and she takes a day off work.
At half past four she telephones. The person answering can see the appointment and nothing about where the engineer is. At six nobody has arrived, and the following day she is told the previous job overran.
She rebooks, takes another day off, and the second appointment is her entire experience of a company she has just started paying.
The first failure: the window is a whole day
Offered because it suits scheduling, and paid for by the customer in a day of annual leave or lost earnings.
The second failure: the overrun is not communicated
Known by mid morning to the person managing the schedule, and not passed to the customer until after the day is gone.
The third failure: nobody can say where the engineer is
The customer telephones and is told the appointment exists, which she already knew, and nothing about whether it will happen.
The fourth failure: the preparation requirements are not stated
Access, clearance, power, somebody over eighteen present, or an existing service that must be live, discovered on the doorstep.
The fifth failure: the rebooking is slower than the original
Back into a queue for a date weeks out, which is where a failed appointment becomes a cancelled contract.
The sixth failure: the compensation position is unclear
What is owed for a missed appointment, which customers have to discover and argue for rather than being told.
The seventh failure: the customer cannot change it easily
A date that becomes impossible requires a telephone queue, so people simply do not attend rather than rearranging.
The eighth failure: the moving home case is handled worse
Where timing is critical and coordinated with everything else, which is the ground in moving home questions utility customers ask.
The ninth failure: nobody explains what will actually happen
How long it takes, whether there is disruption, whether anything goes off and what the property will look like afterwards.
The tenth failure: the follow up problem has no route
Something not working after an installation reaches a general support line rather than the team that did it.
The eleventh failure: the appointment is the first real experience
A new customer's impression of the company is formed entirely by this day, and it is frequently the worst part of the service.
The twelfth failure: the failed visit is recorded as a cost to the company
And not as a day of the customer's life, which is why nothing changes.
The thirteenth failure: the engineer arrives and cannot complete
A part not carried, a fault outside the scope of the visit or a property condition nobody assessed. The customer experiences it as a wasted day regardless of whether anybody attended, and a second appointment is booked from scratch.
The fix: narrow the window and tell them the moment it slips
An assistant that confirms the appointment with the preparation requirements, answers a check during the day, sends a message the moment a delay is known, allows a change without a telephone queue and explains the compensation position turns a lost day into an inconvenience. The engineer visit detail sits in installation and engineer visit questions, the same window problem in delivery window questions subscription customers repeat, and the recurring service case in ai assistant subscription business. Connect the systems through integrations, start at try, see features, and the sector view sits under b2b.