Customers don’t like to wait beyond the scheduled timeframe. If you tell a customer you will deliver something to their home between a timeframe – then make sure you can DO IT! 70% of adults surveyed by TOA Technologies regarding time spent waiting for in-home services and appointments said they would recommend a company simply because the representative was on time. That dropped to 43% who would recommend a company if they have to wait an extra 15 minutes for someone to show up.
Reason given for the huge drop in percentage for recommendations: customers think companies who aren’t showing up on time is because they “don’t care about my time.” Customer referrals are as good as it gets. You are losing a huge opportunity for not showing up when promised.