Part 17: Scheduling, Delivery, and Customer Service
This part of the guide has 8 pages so far. Each page answers one question, shows what to do, and ends with an audit check you can use on your own business.
17.1 Set Up Scheduling
Section titled “17.1 Set Up Scheduling”- 17.1 Scheduling: Set up business scheduling: who controls the calendar, your hours and buffers, booking and cancellation rules, capacity limits, travel time, and resources.
17.2 Create Appointment Types
Section titled “17.2 Create Appointment Types”- 17.2 Appointment Types: Define each appointment type your business offers: consultations, estimate visits, service calls, deliveries, and follow-ups, with length, prep, and outcome.
17.3 Create Appointment Reminders
Section titled “17.3 Create Appointment Reminders”- 17.3 Appointment Reminders: Set up appointment reminders: confirm details, explain prep and access, give a clear way to reschedule, pick reminder timing, and plan for no-shows.
17.4 Build Customer Onboarding
Section titled “17.4 Build Customer Onboarding”- 17.4 Customer Onboarding: Onboard new customers with a welcome message, the right information, confirmed access, clear expectations, and every agreement and policy delivered in writing.
17.5 Build Project Delivery
Section titled “17.5 Build Project Delivery”- 17.5 Project Delivery: Run each job with a work order, a pre-work review, steady customer updates, quality checks, written issue records, and a signed completion record.
17.7 Create Quality-Control Procedures
Section titled “17.7 Create Quality-Control Procedures”- 17.7 Quality Control: Set a written quality standard, decide which checks each job needs, keep proof, assign fixes with deadlines, find root causes, and review problems monthly.
17.8 Create Complaint and Escalation Procedures
Section titled “17.8 Create Complaint and Escalation Procedures”- 17.8 Complaint Handling: A step-by-step complaint process: record it, handle safety first, acknowledge fast, investigate, resolve, know when to call a lawyer, and track patterns.
17.10 Build Retention and Reactivation Procedures
Section titled “17.10 Build Retention and Reactivation Procedures”- 17.10 Retention and Reactivation: Group past customers, send useful maintenance and renewal reminders, reach out to inactive customers with permission, ask for referrals, and honor opt-outs.