Canceled Calls

[Jakeasap]

I run a 25 tech plumbing company. We have anywhere from 900-1200 calls per month with a 92% booking rate.  I would like to know what is  the average canceled calls % to booked calls regardless of reasons. Also what to you is an acceptable reason and what is not? I get that some calls are booked incorrectly or duplicate calls. Problem fixed itself is a big one in the drain business. 

My point is how can we get a simple metric that we can live with. Thanks for your input. 

[KristinS1]

This is something I am currently working on.  I have done the following to try to drill down my information: 

1.  Set my cancellation rate at 5% - My goal is to never go over that.
2.  I set up my cancellation reasons. I have the following: 

• Customer sick
• Competitor arrived first
• Office booked incorrectly/Duplicate entry
• Marked Priority and was unable to move
• Running late
• Customer changed mind
• Customer cancelled due to appointment 

This has really helped me keep track of everything. I hope that this helps

[KristinS1]

This is something I am currently working on.  I have done the following to try to drill down my information: 

1.  Set my cancellation rate at 5% - My goal is to never go over that.
2.  I set up my cancellation reasons. I have the following: 

• Customer sick
• Competitor arrived first
• Office booked incorrectly/Duplicate entry
• Marked Priority and was unable to move
• Running late
• Customer changed mind
• Customer cancelled due to appointment 

This has really helped me keep track of everything. I hope that this helps