Purpose
Guidelines for optimal scheduling that maximizes tech productivity, minimizes customer wait times, and reduces drive time.
When to Use
When booking appointments, managing the dispatch board, and planning daily/weekly schedules.
Procedure
Scheduling Principles
Zone-based routing: Group appointments geographically. A tech should work within one area of the metro, not zigzag across Dayton.
Time windows, not exact times: Book in windows (8-10 AM, 10-12, 12-2, 2-4). This gives dispatch flexibility while setting customer expectations.
Buffer between appointments: Allow 15-30 minutes between jobs for travel, paperwork, and material restocking.
Front-load the schedule: Book the highest-priority and highest-revenue jobs earlier in the day when techs are freshest.
Leave afternoon gaps: Keep 1-2 afternoon slots open for same-day emergency calls and turnovers.Matching Techs to Jobs
Match tech skill level to job complexity — don't send a junior tech to a complex diagnostic.
For warranty/callback jobs, try to send the original tech who did the work.
For sales turnovers, schedule the sales rep within 24-48 hours of the tech's initial visit.
Balance workload — don't stack one tech with 8 calls while another has 3.Customer Communication Standards
Confirm appointment via text/email at booking.
Send a reminder the day before the appointment.
Tech calls 20-30 minutes before arrival.
If schedule changes, call the customer immediately — don't wait.
If a tech is running late, proactively communicate the updated ETA.Handling Schedule Changes
Cancellations: Fill the gap from the waitlist or move up a later appointment.
Tech calls in sick: Redistribute their jobs to available techs by priority.
Job runs long: Assess remaining schedule and rebook affected customers proactively.
Walk-in/emergency: Slot into the nearest open gap without bumping pre-scheduled customers (unless Priority 1 emergency).Important Notes
- An efficient schedule directly translates to revenue. More completed jobs per day = more revenue.
- Never double-book a tech — it creates broken promises to customers.
- Track average job duration by type to improve scheduling accuracy over time.
- ServiceTitan's estimated job duration feature helps — use it and keep it calibrated.
Related SOPs
- Dispatch Board Management — real-time board management
- Emergency Call Triage & Prioritization — slotting emergencies
- Multi-Day Job Scheduling Coordination — complex job scheduling
