A no-show isn’t just a gap in the schedule. That’s a booked, paid-for call walking out the door. Over-communicate to keep it. Night-before confirmation, morning-of heads up, honest windows throughout the day. The shops that touch base the most are the ones with the fewest empty slots.

We've all been there. We've got a full board. It's going to be a great day. And then all of a sudden, we can't get ahold of customers. What's the fix? We want to run these calls. They called in for a service. And here we are. We can't deliver the service because we can't get ahold of them. A couple of the things that we've implemented to cut down on this is over communicating with the customer. Calling the night before to confirm you're still on the schedule. We're still planning on coming out. I think is critical. Also, being very transparent throughout the day, whether you have time windows, whether you're flex scheduling, whatever it is, we need to be constantly communicating with our customers. When you think about communication, this is a place where technology and AI and different things like that come into play, where they can help scale that communication and actually increase it so that we aren't relying on people to be picking up the phone and calling customers and constantly reminding them. There's a lot of technology that will remind people throughout the day so that we don't have to and that our internal support staff can do what they're here to do and that's support the technician. So as you're thinking about it, constant communication, even the night before, morning of, all of these touchpoints are critical in making sure that you eliminate cancellations and no shows.