It is the responsibility of the service manager to schedule technicians each morning and report that schedule to the service department by 8:30 AM. This helps dispatch and customer service when customers call in to check on the status of their service call.
Once schedule is created, technicians should call customers to give them an ETA so that the customer can make proper arrangements to be available when we arrive. If we are running behind, the technician should call and inform upcoming customers that they have been delayed and may be later than originally intended. NOT contacting customers and letting them know our intentions makes customers feel overlooked or forgotten.