No-show
A no-show is a booked estimate visit or job where the customer is not there or the crew cannot get access, so the time slot is lost.
Also called
- missed appointment
- lockout
- customer not home
For exterior work the customer often does not need to be home, so many no-shows are really access problems: a locked gate, a dog in the yard, cars on the driveway, water turned off. For estimate visits, the customer forgot or booked someone else.
- Confirm the day before, and say what you need (gate unlocked, cars moved, water on).
- Use booking windows so the customer knows when to expect you.
- Record the reason, and add a note to the property for next time.
- Decide in advance whether a lockout is charged, and put it in your terms.
Formula
no-show rate = visits lost to no-shows ÷ visits booked
Track it in Birdy
Leads, quotes, jobs and invoices on one customer record, set up with your own data.
Related
- FeatureOnline bookingA booking page for your website that offers real open times and sends every request to the pipeline.Read
- FeatureScheduling and dispatchA day board with one row per truck, road routes on a map, rain-day moves and capacity at a glance.Read
- GuideRoute densityWhat route density is, how to measure it, what drive time really costs a home service crew, and practical ways to cluster jobs by area, day and plan.Read
- GlossaryBooking windowA booking window is the span of time a customer is told the crew will arrive, such as 8 to 10 AM, instead of an exact time.Read
- GlossaryBooking rateBooking rate is the share of new leads that get an appointment or estimate visit booked: leads booked divided by leads received.Read
- GlossaryDispatch boardA dispatch board is the office's view of every crew's day, by truck and time, where jobs are scheduled, moved and assigned.Read