Client Cancellations, Processed the Moment They Land
When a client cancels, Build Concierge reads the message, finds the matching job, cancels it, frees the diary slot, and tells whoever needs to know, so no engineer sets off to a job that was called off a week ago.
No more engineers driving to jobs that were cancelled days ago. No more diary slots wasted that could have been resold. No more cancellations sitting in an inbox for hours before anyone acts on them.
The problem
A client sends a cancellation, usually by email, often the day before or the morning of the visit. From that moment, a clock is ticking. If someone in the office opens it, finds the job, cancels it and tells the engineer in time, no harm done. If they do not, an engineer sets off to a job that is no longer happening.
The trouble is that cancellations land in the same inbox as everything else, and they do not announce themselves. On a busy morning, the email that needed actioning in ten minutes gets seen at lunchtime. The engineer has already driven across town. The slot that could have been filled with other work sits empty. And the client, who did the right thing by telling you, gets an engineer knocking anyway.
The cancellation itself is fine. The delay in acting on it is what costs you.
What the automation does
When a cancellation lands, Build Concierge acts on it straight away, before it can cause a wasted trip.
- Reads the cancellation. It picks up the message the moment it arrives and understands that it is a cancellation.
- Finds the matching job. It locates the right job in your job management system, from the reference or the detail in the message.
- Processes it. The job is cancelled and updated, so your records reflect reality immediately.
- Frees the slot. The diary slot is released, back in play the same day for other work.
- Tells whoever needs to know. The engineer and the office are notified, so the engineer's day is corrected before they set off.
Actioned in seconds, not hours
The whole thing happens the moment the cancellation lands, not whenever someone gets to the inbox. Your team no longer has to watch for cancellations among everything else, and the record is always up to date.
What you get
- Cancellations actioned in seconds, not left sitting in an inbox
- No engineer arriving at a job that was cancelled a week ago
- Freed slots back in play the same day, ready to resell
- Everyone who needs to know told automatically
- Records that reflect reality, straight away
A cancellation stops being a race against the inbox. The job is cancelled, the slot is freed, and the engineer is redirected within seconds, so you recover the time and the diary space instead of losing a trip to it.
Ways to run it
Every business handles cancellations differently, so the automation flexes to match:
Process automatically
A recognised cancellation is actioned straight away, freeing the slot and updating the job.
Notify the right people
The engineer, the scheduler and anyone else you choose are told immediately, so nobody sets off blind.
Flag the unclear ones
If a message might be a cancellation but is not certain, it can flag it for a person rather than cancelling in error.
Free the slot for resale
The released slot is surfaced so the office can fill it with other work the same day.
What you need
Just three things:
- Build Concierge connected to your job management system
- How cancellations usually arrive (an email format or reference)
- Who needs to be told, and any rules before a job is cancelled
We support you in connecting to your job management system. You show us how cancellations tend to come in and who needs to know, and we set up the reading, the matching and the notifications around that.
Getting set up
Step 1: Talk to us
Show us how cancellations arrive today, and where the wasted trips happen.
Step 2: We build it with you
We set up the reading, the job matching, the cancellation and the notifications.
Step 3: Test it live
We run real cancellations through it, check the right jobs are cancelled and the right people told, then switch it on.
Most businesses are up and running within days.
Common Questions
It matches the cancellation to the job using the reference and detail in the message, and anything it cannot match confidently is flagged for a person rather than cancelled. You can also set a check before certain jobs are cancelled.
It reads the content and recognises a cancellation, even when the wording varies. If a message is ambiguous, it is flagged rather than actioned.
Whoever you choose: the engineer, the scheduler, the office. Everyone who needs to know is notified automatically, so nobody sets off to a cancelled job.
No. The released slot is surfaced so your team can fill it with other work the same day, rather than losing the capacity.
Think about the last time an engineer drove to a cancelled job, and the slot that sat empty because the email was seen too late. This stops both, on every cancellation.
Ready to never attend a cancelled job again?
Get in touch with the Build Concierge team and we’ll set it up around the way you work.
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