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Best way to reduce missed or late appointments?

Brandon Okafor

We're bleeding customers because of late arrivals. My team runs 12 techs across a metro area with 30-45 min travel times, and we're running 15-20 minutes late on roughly 30% of appointments.

Scheduling gives 2-hour windows but customers still complain. We've tried padding drive time but then we're underutilized.

What actually works? Specific FieldPulse features or process changes. Need something we can implement this week.

Parents

  • Quick checklist of what moved our late rate from 28% to 7%:

    • 30-min buffer rule — auto-added for drives >30 min, dispatch can remove with manager approval
    • Customer notifications ON — arrival, en route, and 15-min warning. All automated.
    • Technician job briefing — required photo of job site + notes review before they mark "in transit"
    • End-of-day buffer — last job of day gets extra 45 min; if they finish early, paid anyway

    The last one was huge — techs were rushing to beat traffic and causing callbacks. Paid buffer removed the incentive to cut corners.

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  • Quick checklist of what moved our late rate from 28% to 7%:

    • 30-min buffer rule — auto-added for drives >30 min, dispatch can remove with manager approval
    • Customer notifications ON — arrival, en route, and 15-min warning. All automated.
    • Technician job briefing — required photo of job site + notes review before they mark "in transit"
    • End-of-day buffer — last job of day gets extra 45 min; if they finish early, paid anyway

    The last one was huge — techs were rushing to beat traffic and causing callbacks. Paid buffer removed the incentive to cut corners.

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