I missed the email from the customer requesting a different service date

She told me that she emailed me on Saturday to cancel the appointment for Monday morning

On Friday afternoon before the office manager leaves the Phoenix heating and AC supply center, she calls all of our appointments for Monday to verify services for monday. If the services are verified, we can go ahead and get the schedule set up for all of the technicians on Monday morning. Every once in a while, a customer will call us to cancel or postpone their appointment. We offer voicemail, email, and even text message solutions for customers to get a hold of us. On Monday morning I went to visit a customer in the Phoenix area that had a problem with her heat pump. When I arrived, the customer was not home. I called the cellular phone number listed on the work request and I got a voicemail. I left a message for the customer and then I went to the next job of the day. I thought I would wait for the customer to call me back and then I could go see her when I was done with the other job. When I got outside to the car, I had an email from the customer. The email was in response to my telephone call. She told me that she emailed me on Saturday to cancel the appointment for Monday morning. She did not want to wait that long to have the problems fixed, so she contacted an emergency HVAC provider in Phoenix to do the work. Somehow I missed the email and did not receive that correspondence. I was thankful that that customer contacted me to give me an update so I didn’t think that she blew me off.

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