Mea culpa

We talk a lot about unreasonable customers, with good justification, but not all complaints are without merit. We have dropped the ball a number of times and pissed customers off by simply failing to communicate. A quick phone call to inform them that we are running late can do a lot to prevent someone from flying off the handle. I have even seen times where we just don't even bother calling if we can't get there and need to reschedule, leaving them to wonder when and if we are coming. I don't blame customers from being pissed when that happens. I would be too.

What are some of the things that you guys have seen that our fellow plumbers could have done better so as to not piss the customers off?

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