How to handle a wrong address or wrong contact on a job
Small data mistakes cause missed appointments and unhappy customers.
- Confirm the address on the call. Read the address back and spell the street.
- Confirm a phone number that works. Ask which number to use if the customer is hard to reach.
- Check before dispatch. Look the address up on a map the day before.
- Fix the record at once. If you find an error, correct it and tell the tech.
- Apologize and reschedule. If a visit was missed, own it and offer the first open slot.
Common questions
What if the customer gave the wrong address?
Treat it as a simple mix-up, reschedule, and confirm the details again.
Can I charge for a wasted trip?
Only if your terms say so and the customer agreed to them. Check with your attorney.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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