Wednesday, 18 June 2008

Last Minute Cancellations

We have a fairly liberal cancellation policy. A customer can cancel their job at anytime before we actually turn up at the door without attracting a charge. Although we do get last minute cancellations and they are always disappointing, the fact that our average job is only 90 minutes long, means that it normally is not the end of the world. We can usually reshuffle our schedule in order to keep the handyman busy.

But yesterday we had a customer cancel a large wall-papering job, that was due to last two days, the evening before the work was due to commence. It was too late in the day for us to do anything about the handyman's schedule and as a consequence he had a very unproductive day.

We have always shied away from jobs lasting more than four hours, mainly because they are normally complex, hard to be competitive on pricing and are generally a greater credit risk. This particular customer was desperate to get the work done and had already given us credit card details for payment so we were happy to take on the work. But in the end we had our figures burnt and it has given us yet another reason to stick to the small jobs that we do so well.

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