Nine o'clock, blinds still up
The team arrives at nine. The customer is in, but every window still has blinds, curtains and poles fixed on. The bay has a sofa pushed against it. The driveway is blocked by the customer's car, and the van has to park two streets away. The first hour and a half goes on clearing, and the team finishes late.
The next day a customer is not home at all. They thought the fit was next week.
Why customers are not ready
Customers do not fit windows often. They do not know what needs clearing, how much space the fitters need or that parking matters. The date was agreed weeks ago on the phone, and nothing since has reminded them.
- The preparation list is not sent, or is buried in the terms.
- The fit date is agreed by phone and not confirmed in writing.
- There is no reminder the day before.
- Parking, access, pets and alarms are not asked about.
- Unconfirmed jobs are not flagged to the office.
What an unprepared morning costs
Each hour spent taking down blinds or moving furniture is an hour of fitting time lost, which often means finishing late or coming back. A wasted trip to an empty house costs a full team day. Customers who feel rushed or surprised on the day are less happy at the end, even if the windows are perfect.
Confirmations and reminders from the diary
- When a fit is booked, the customer gets a written confirmation by email and text with the date, arrival window and a link to confirm.
- The confirmation includes a short preparation list, tailored to the job: which windows, blinds and curtains to remove, furniture to move, parking space for the van, pets and alarms.
- The customer confirms and answers a few access questions, which are shown to the team on their phone.
- A reminder goes the day before with the arrival window and the preparation list again.
- Jobs not confirmed a set number of days before are flagged to the office to call.
- If the customer needs to move the date, they can ask through the same link, and the office sees it at once.
| Message | When | What it covers |
|---|---|---|
| Booking confirmation | When the fit is booked | Date, window, preparation list, confirm link |
| Access questions | With confirmation | Parking, pets, alarms, who will be home |
| Unconfirmed alert | Days before, to the office | Call the customer |
| Day-before reminder | Day before | Arrival window, preparation list |
Messages go through services like Twilio for text and your own email, in your words. We set up the templates with you.
What fitting mornings look like
Teams arrive to cleared windows, a parking space and a customer who knows what is happening. Wasted trips to empty houses become rare, because unconfirmed jobs are caught days ahead. The office spends less time on reminder calls. And customers feel the job was well organised from the start.
Fitters also see the access answers before they leave the yard: the dog in the garden, the side gate code or the neighbour's drive that must stay clear.
Over time the confirmations also tell you something. If certain areas, times or customer types are more likely to go unconfirmed, the office can plan for it, calling those customers earlier or offering different arrival windows. The aim is a team that starts fitting within minutes of arriving, every day.
Is your fit day like this?
- Teams start late because windows are not cleared.
- Fitters have arrived at empty houses.
- Fit dates are confirmed by phone only.
- There is no reminder the day before.
- Parking problems cost time on arrival.