# Contractor Scheduling SOPs **For:** Abigael (Scheduler) **Last Updated:** March 25, 2026 **Purpose:** Prevent missed arrivals, wrong-time cleanings, and contractor miscommunication --- ## The Core Problem We're Solving Most complaints and re-do's trace back to one of three things: 1. A schedule change that didn't reach the contractor 2. A contractor sent to the wrong job or the wrong address 3. A customer not informed of a timing change These SOPs close all three gaps. --- ## 1. Confirming Schedule Changes Reach Contractors ### When a booking is changed or added (any time): - [ ] Update the booking in Launch27 - [ ] **Immediately message the assigned contractor directly** — do not assume they'll check the app - Use WhatsApp or their preferred contact method - Include: customer name, address, date, new arrival time, service type, any special notes - [ ] Screenshot or note the contractor's **reply confirming** they received it - [ ] If no reply within **2 hours**, call them ### Message template for schedule changes: ``` Hi [Name], heads up — booking update for [Customer Name] at [Address]. New time: [Day], [Date] at [Time] Service: [Type] Notes: [Any extras, access info, pets, etc.] Please confirm you got this. Thanks! ``` ### ⚠️ Do NOT rely on the system alone - App notifications can be delayed or missed - Always follow up with a direct message for any change made within 48 hours of the booking --- ## 2. Pre-Day Checklist (Run Every Evening for Next Day) Run this check every evening by **8 PM** for the following day's jobs. ### For each booking tomorrow: - [ ] Contractor is confirmed (not just assigned — confirmed) - [ ] Contractor has the correct arrival window (not just start time — include buffer) - [ ] Contractor has the full address including unit/buzzer code if applicable - [ ] Any special instructions noted (pets, alarm codes, key location, hoarding, language barrier) - [ ] Customer has been notified of their arrival window (if it's a new booking or change) ### Morning reminder (day-of, by 8 AM): - Send a quick reminder to each contractor: ``` Good morning [Name]! Just a reminder — you have [Customer Name] today at [Time]. Address: [Address] Notes: [Key details] Have a great clean! ``` --- ## 3. What To Do When a Contractor is Late or Missing ### If a contractor is 15+ minutes past arrival time with no contact: **Step 1 — Contact contractor** - Call first, then WhatsApp - Ask: "Are you on your way? Customer is waiting." **Step 2 — Contact customer (if contractor unreachable after 10 min)** - Call or text customer: ``` Hi [Name], this is No More Chores. Your cleaner is running a little behind today. We expect them to arrive by [updated time]. We apologize for the delay and appreciate your patience! ``` **Step 3 — Escalate to Mike (if contractor no-show after 30 min)** - Message Mike on Slack or WhatsApp immediately - Include: customer name, address, job details, what you've tried - Mike will decide: reassign, reschedule, or compensate **Step 4 — Document** - Log the no-show/late arrival in the #emilys-team Slack channel - Format: `⚠️ LATE/NO-SHOW — [Contractor Name] — [Customer] — [Date] — [Notes]` --- ## 4. Complaint Response Templates ### Customer calls/texts about a cleaning issue: **Initial response (within 1 hour):** ``` Hi [Name], thank you for letting us know. I'm so sorry to hear about your experience. I want to make this right for you. Can you tell me a little more about what happened? I'll follow up with our team right away. ``` **After getting details:** ``` Thank you for explaining that. I've flagged this with our team and [Mike/we] will be in touch within [timeframe] to discuss how we'll resolve this for you. We really appreciate your patience. ``` **If a re-clean is needed:** ``` We'd love to send someone back to make it right. Would [day/time option] work for you? There will be no charge for the follow-up clean. ``` ### Contractor made a mistake (wrong time, skipped area, etc.): 1. Acknowledge to customer first — don't point fingers at the contractor 2. Flag the contractor internally in Slack: `⚠️ ISSUE — [Contractor] — [Description] — [Date]` 3. Discuss with contractor privately (not in front of the customer) 4. Note it in their contractor profile if it's a recurring issue --- ## 5. When to Escalate to Mike Immediately Contact Mike right away if: - A contractor is a no-show and you can't reach them - A customer is threatening a chargeback or legal action - A customer reports property damage or theft - A contractor reports an accident or injury on-site - A customer is verbally abusive or making the contractor feel unsafe - You're unsure whether to offer a refund or re-clean (default: don't promise without Mike's input) **For anything not on this list:** Use your judgment, handle it, and log it in Slack so Mike sees it. --- ## 6. Quick Reference | Situation | Action | Timeframe | |---|---|---| | Booking changed | Direct message contractor | Immediately | | No contractor reply | Call them | Within 2 hours | | Contractor 15 min late | Contact contractor | At 15 min mark | | Contractor unreachable | Notify customer | At 25 min mark | | Contractor no-show | Escalate to Mike | At 30 min mark | | Customer complaint | Acknowledge + follow up | Within 1 hour | | Damage/theft reported | Escalate to Mike | Immediately | --- ## 7. Logging & Tracking Use the #emilys-team Slack channel to log: - Late/no-show contractors (use ⚠️ prefix) - Customer complaints received (use 🔴 prefix) - Successful reschedules / recoveries (use ✅ prefix) This gives Mike visibility without him having to ask. --- *Questions? Message Mike or Harvey anytime.*