Be Early, Win Often
How Punctuality Builds Your Sales Reputation.
Early vs. Late: A Tale of Two Visits
Imagine an installer who has two back-to-back calls. On Monday he battles traffic and shows up 30 minutes late. The customer grumbles, loses confidence, and even cancels the job. By Wednesday he leaves early, plans his route, and arrives 10 minutes early for the next call. That client is impressed – the tech quickly finishes the work and chats about other services. He asks about pricing, and promises to recommend the installer to neighbors. These contrasting visits show how simple punctuality is. One on-time arrival can turn a client into a promoter – while a late visit can undo trust built over years.
Punctuality Builds Trust and Loyalty
Being punctual signals that you respect a client’s time and keep your promises. In service-quality terms, reliability – delivering the promised work accurately and dependably – is fundamental (custify.com). Showing up as scheduled “establishes trust with the customer” (wf-vision.com), and studies confirm that on-time service directly boosts satisfaction (bohrium.com). Consistently prompt visits build a positive reputation, whereas missed appointments have the opposite effect. In fact, industry experts note that with punctual work “your business builds trust and reliability” (van-express.com). Turning satisfied clients into advocates matters: about 74% of loyal customers will recommend a company to friends and family (desk365.io). In short, being reliable (on-time) earns trust and referrals, which drives more business.
Smart Scheduling Features
Modern scheduling tools can help installers automate the workday and avoid errors. Look for features like:
Two-Way Calendar Sync: Connect booking software with your calendar so appointments automatically block off your time in all your devices. This prevents double-bookings and keeps everyone aligned.
Automated Reminders: Email or text reminders for you and the client. For example, sending a 24–48 hour reminder can reduce no-shows by up to 60%goodcall.com. Simple confirmation messages ensure everyone remembers the time.
Travel Buffers & Route Planning: Build buffer time into your schedule between jobs and use GPS navigation. Letting the system or app calculate drive time (even considering traffic) keeps you on track. If something changes, you can reschedule or reroute without panic.
Client Notifications & Rescheduling: The ability to text updates or allow easy online rescheduling keeps customers informed. Field-service experts note that features like “text notifications [and] rescheduling options… help ensure that the service team delivers the work on time and the customer is satisfied”techtarget.com. Fast communication about changes prevents misunderstandings.
Mobile Access: Ensure your scheduling tools work on smartphones. This gives techs real-time access to appointment details, maps, and updates. If plans change, everyone sees it immediately and can adapt.
Punctuality Checklist
Confirm the Appointment: Call or text the client the day before to verify the date, time, and any special instructions. This helps avoid mix-ups.
Plan Your Route: Check maps and traffic before you leave. Leave extra time for unexpected delays. Aim to arrive 5–10 minutes early whenever possible – being a bit early feels punctual to the customer.
Set Reminders: Block travel and job time in your calendar app. Use alarms or notifications so you don’t forget the appointment when juggling jobs.
Communicate if Delayed: If you’re going to be late, call or text the customer immediately. As one installer training guide advises, “If you’re going to be late, inform the customer ASAP”wf-vision.com. Research agrees – failing to provide timely arrival updates “will certainly impact [the] customer experience in a negative manner”resources.fieldconnect.com. Even a brief ETA message can preserve trust.
Stay Prepared: Double-check you have all necessary tools and parts before leaving. Nothing derails a schedule faster than an unexpected return trip.
One on-time arrival could win you five more jobs.