MrNutting:
I get it. The problem is you're apologizing for being late, which makes you sound like a guy who can't manage his schedule.
Change the script: Don't call it a delay; call it a 'technical complication.'
Next time, tell them:
'I’ve hit an unexpected issue on-site that requires extra care to do correctly. I’d rather take the time to do it right than rush and create a headache for you later. I’ll be there by X.'
When you frame it as a commitment to quality instead of a failure of time, you stop being the guy who's late and start being the pro who refuses to cut corners. That’s how you turn a 3-star review into a 5-star one. We are only humans dealing with humans and that's never gonna change. We just got to change everything to be in our favor if possible!!!
How does that look to you?
Travis,
Every word you graciously shared, pure gold. I finally understand why it wasn't working for me. You blew my mind today. If I dont receive any other blessing due to being a member of Jobber, sir, I will not ever forget what you gave me today. One of my largest struggles, gone. I feel so much lighter. I bet you just helped me regain years to my life.
If you are ever EVER near Payette, ID it would be an honor to thank you personally.
You have my respect for life.
Respectfully,
Anthony Nutting, owner operator
