Remind the customer the day beforeNew
An email at 4pm the day before every booking — and never at a weekend, so somebody is in to answer if it no longer suits.
Written 14 October 2026
A customer used to be told when a booking was made and when it changed, and then heard nothing until the engineer pressed On my way — twenty minutes of notice, if anybody remembered. A job booked three weeks ahead off an accepted quote was three weeks of silence. Now they get an email at 4pm the day before, for every visit, and it is on unless you switch it off.
Step by step
- 1
It is already on. There is nothing to set up.
Settings → Scheduling → Booking defaults has the tick box if you ever want it off.
- 2
The email goes at 4pm the day before.
While you are still open. A customer who rings at twenty past six to put it off gets an answerphone, and the van goes anyway.
- 3
A Saturday, Sunday or Monday booking is emailed on the Friday.
So there is a working day for you to answer if they say it no longer suits.
- 4
It names the day, the time and what the work is — and asks them to say if it no longer suits.
Worth knowing
Never on a Saturday or a Sunday
A reminder is only worth sending if somebody can act on the reply. Tell a customer on Sunday evening that you are coming on Monday, and they answer an office that opens on Monday morning — by which time the van has gone. So the send walks backwards off the weekend, which is why a Saturday, Sunday or Monday booking goes out on the Friday.
It does not say “tomorrow” when it is not tomorrow
A Friday email about a Monday visit names the day outright. Saying “tomorrow” would have somebody waiting in on the Saturday, which is the very thing the Friday rule exists to prevent.
Every visit, not just the first
A week on site is five visits and five days somebody needs to be in, so each one gets its own reminder. A job with one visit gets one.
Move the visit and the reminder goes again
Changing the time clears the reminder, so the customer is told about the new one rather than being left holding an email about a day nobody is coming. They are told about the move itself separately, as always.
Nothing is sent twice
Each visit is stamped as it goes, so a reminder cannot be repeated — a second “we are coming tomorrow” reads as a second booking. A booking made the same morning gets nothing: an email an hour before the van tells somebody nothing they did not already know.
It goes to whoever will be stood there
If the job is at a tenanted property, the site contact is emailed as well as the customer — the letting agent paying the bill does not need to take the morning off.