Mrs. Baldwin was scheduled for service on Friday morning with Brenda who was scheduled off so we moved her appointment to Sarah. The person doing reminder calls did not tell Mrs. Baldwin that her team was changed. Mrs. Baldwin did tell us she had a showing and wanted us there first thing. Friday morning. Sarah’s partner calls off sick. I assign Amber to work with Sarah. 7:30 AM. I get a call from Sarah that she will be a little late. She left her mop at a client’s home the previous day so she went to Home Depot to buy a replacement mop and forgot her purse at home so she has to go home. Sarah comes in at 8:30 and gets Amber. Mrs. Baldwin calls at 9:00 wanting to know where her team is. She is upset because no one told her we changed the teams and she has a showing at 11:00 AM and it needs to be done by then. I assure the team left 30 minutes ago and should be there any minute. She has to leave and is leaving the front door open. I call Sarah to tell her what is going on, and she is at Home Depot again. I thought she did that one the way in or we would have given her one when she came in. Home Depot is out of stock on mops. We tell her to go to Baldwin now and forget the darn mop. I leave the office and run to Baldwin to drop off a mop, which we had in the office so I am unsure why she went to Home Depot after the office, and to help them finish on time.
30 minutes of phone calls with the customer, the office, and the cleaner
2 Techs did not get to their first job until 9:30 AM instead of 8:30 as they are supposed to
And one unhappy customer