No-Show Process
Purpose: What we do when a customer is not there for a scheduled estimate visit, or cancels late. A no-show costs Tara a half-day and bumps other customers back, so we work to prevent them first and recover them fast when they happen anyway. Rosa owns this process.
Prevention first
Most no-shows are reminder failures, not rude customers. GHL runs the reminder sequence automatically on every Estimate Scheduled card:
- Booking confirmation — text and email the moment the visit is booked, with date, time window, and Tara's first name.
- Day-before reminder — text the afternoon before: "Tara from Summit is scheduled at your place tomorrow between 9 and 11. Reply 1 to confirm, 2 if you need to move it."
- Morning-of reminder — text about an hour before the window opens.
If the day-before text gets a "2" or no confirmation, Rosa calls that afternoon to confirm or rebook. An unconfirmed morning visit is a coin flip; a confirmed one almost always holds.
When it happens anyway
Tara is on site and nobody answers the door:
- Wait 10 minutes. Knock again, call the customer, text: "It's Tara with Summit — I'm at your front door for the estimate. Give me a ring when you see this."
- If reachable and close by: wait up to 20 minutes total if the schedule allows. Tara's call.
- If unreachable: for roofing and exterior scopes where everything is visible from outside, Tara may do the exterior assessment anyway and note that interior/attic access is still needed. Partial visit beats zero visit. For remodels, there is nothing to do without access — leave.
- Tara logs the no-show on the GHL card before driving off. The card stays in
Estimate Scheduleduntil Rosa resolves it.
Recovery, same day
Rosa calls within 2 hours of the missed window:
"Hi, it's Rosa at Summit Home Services. Tara was out at your place this morning for the estimate and it looks like we missed you — no worries, things come up. Do you want to grab another time this week?"
No guilt, no lecture, one clean offer to rebook. If no answer: voicemail plus a text with two concrete time options.
The two-strike rule
- First no-show: rebook freely, no friction.
- Second no-show: we still rebook, but Rosa confirms by phone the day before, and the visit only holds with a live confirmation. No confirmation, no visit.
- Third: we stop scheduling. Mark the card
Lostwith reason "repeat no-show." A polite close-out text goes out: "Seems like the timing's been tough on your end — totally understand. When you're ready to pick this back up, just call us and we'll get you on the calendar."
Property managers get a little more grace on strikes; tenant access problems are usually the real cause, and the fix is coordinating with the tenant directly (with the manager's OK).
Late cancellations
A cancellation with notice is not a no-show — thank them and rebook. Track patterns though: a lead that cancels twice and will not rebook is telling us something. Ask directly on the next call whether the project is still live, and believe the answer.
What this protects
Tara runs a tight visit schedule across the whole service area. Every recovered no-show slot is either a rebooked customer or an open slot Rosa can fill from the waitlist same-week. Escalate to Marcus only when a no-show pattern involves a partner referral (realtor, insurance agent, property manager) — those relationships get a personal touch.
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