Managing Your Bookings

Learn how to effectively manage your service bookings and maximize your success as a Pro.

Accepting Service Requests

How Requests Work:

1. Receive Notification:

• Push notification to your phone
• Email notification
• In-app alert
• Shows service summary

2. Review Details:

• Service type and description
• Estimated hours
• Client location
• Preferred date/time
• Any special requirements
• Client's rating and reviews

3. Decide Quickly:

• Best Pros respond within 30 minutes
• Faster response = higher booking rate
• Client may choose first responder

What to Consider:

• ✓Do I have the skills?
• Can I complete this professionally?
• Do I have necessary experience?
• Is this within my expertise?

• ✓Do I have the tools?
• All required equipment?
• Any special tools needed?
• Can I get tools if needed?

• ✓Am I available?
• Check your calendar
• Allow travel time
• Consider service duration
• Leave buffer between services

• ✓Is it worth it?
• Estimate your earnings
• Consider travel distance
• Factor in your hourly rate
• Think about review potential

• ✓Can I reach location?
• Within service area?
• Parking available?
• Accessible building?
• Travel time acceptable?

Responding to Requests:

Option 1: Accept Immediately

• Service details look perfect
• You're available
• Within your expertise
• Click "Accept Service"

Option 2: Message First

• Have questions
• Need clarification
• Want to adjust estimate
• Click "Message Client"

Option 3: Decline

• Outside expertise
• Schedule conflict
• Too far away
• Not interested
• Click "Decline" (politely)

Communication Best Practices

Before the Service:

Initial Message Template:
"Hi [Name]! Thanks for choosing me for your [service type]. I'm looking forward to helping you on [date] at [time]. I'll bring all the tools needed. Please let me know if you have any questions before I arrive!"

24 Hours Before:
"Hi [Name]! Just confirming our appointment tomorrow at [time] for [service]. I'll be there on time and ready to work. See you then!"

Day Of - 1 Hour Before:
"Hi [Name]! I'm heading your way and will arrive at [time]. See you soon!"

Running Late:
"Hi [Name], I'm running about 10-15 minutes behind due to [reason]. I apologize for the delay. I'll be there as soon as possible!"

Professional Communication:

• ✓Be Prompt: Respond within hours, not days
• ✓Be Clear: Write in complete sentences
• ✓Be Professional: Proper grammar and spelling
• ✓Be Friendly: Warm but professional tone
• ✓Be Honest: Set realistic expectations

What to Avoid:

• ✗One-word responses
• ✗Text speak (u, r, ur, etc.)
• ✗Being pushy or desperate
• ✗Overpromising
• ✗Too casual or familiar
• ✗Arguing with clients

Managing Your Calendar

Keep It Updated:

Daily:

• Mark yourself available/unavailable
• Block out personal appointments
• Update same-day availability
• Check tomorrow's schedule

Weekly:

• Plan your work week
• Block recurring commitments
• Set realistic availability
• Leave flexibility

Best Practices:

Buffer Time:

• 30-60 min between services
• Account for travel
• Unexpected delays
• Quick break/restroom

Travel Time:

• Factor in traffic
• Use Google Maps
• Plan efficient routes
• Group nearby services

Service Duration:

• Be realistic, not optimistic
• Add 25% to estimate
• Better to finish early
• Than run over time

Peak Times:

• Weekends: highest demand
• Weekday evenings: popular
• Weekday mornings: good for long services
• First/last of month: moving services

Rescheduling Services

If You Need to Reschedule:

More than 24 Hours Notice:
1. Message client immediately
2. Explain situation briefly
3. Offer 2-3 alternative times
4. Apologize for inconvenience
5. Wait for client approval
6. Update in app once confirmed

Less than 24 Hours:

• Avoid if at all possible
• May hurt your rating
• Could incur penalties
• Only for emergencies

Emergency Situations:

• Family emergency
• Illness
• Vehicle breakdown
• Weather (for outdoor services)
• Other unavoidable circumstances

Message Template:
"Hi [Name], I sincerely apologize, but I need to reschedule due to [brief reason]. I understand this is inconvenient. I'm available [Day 1] at [time], [Day 2] at [time], or [Day 3] at [time]. Which works best for you? Again, I apologize for any inconvenience."

If Client Needs to Reschedule

Be Flexible:

• Accommodate when possible
• Offer alternative times
• Stay professional
• Update your calendar

Multiple Reschedules:

• First time: No problem
• Second time: Still okay
• Third time: Consider declining politely
• Some clients aren't ready

Canceling Services

When You Should Cancel:

• Service outside your skill level
• Don't have proper tools
• Safety concerns
• Client requests something illegal/unethical
• Significant schedule conflict

How to Cancel Professionally:

More Than 24 Hours:
1. Message client with honest reason
2. Apologize for any inconvenience
3. Offer to help find another Pro
4. Cancel in app
5. No penalty to you

Less Than 24 Hours:

• Avoid unless emergency
• Your rating will be affected
• May face penalties
• Only for serious reasons

Message Template:
"Hi [Name], I apologize, but I need to cancel our service on [date]. After reviewing the details, I realize [honest reason]. I want to ensure you get the best service possible. I recommend reaching out to [another Pro name if you know one, or] finding a Pro with more experience in this area. I sincerely apologize for any inconvenience."

When Client Cancels:

More Than 24 Hours:

• No compensation
• Accept graciously
• Leave positive note
• May rebook later

Less Than 24 Hours:

• Entitled to cancellation fee
• Automatically processed
• Compensates for reserved time

During the Service

Check-In Process:

1. Arrive:
- Pull up address
- Check "I'm on my way" 15 min before
- Park considerately

2. Start Service:
- Press "Start Service" when beginning
- This starts your billable time
- Don't forget this step!

3. Complete Work:
- Take your time, do it right
- Communicate any issues
- Get client approval for extras

4. Mark Complete:
- Press "Complete Service" when done
- Ends billable time
- Prompts client for payment

Time Tracking:

• ✓Start timer when: You begin actual work
• ✓Include in time: Active work, short breaks, problem-solving
• ✓Don't include: Long breaks, running errands, major delays

Extending Service Time:

If service will take longer:
1. Stop and assess
2. Calculate additional time needed
3. Tell client immediately
4. Explain why it's taking longer
5. Get their approval to continue
6. Adjust in app

Template:
"Hi [Name], this is taking a bit longer than estimated because [reason]. I'll need about [X] more minutes. Is that okay with you? Your total will be approximately [new amount]."

After Service Completion

Immediate Steps:

1. Show Your Work:
- Walk through with client
- Point out what you did
- Address any concerns
- Make sure they're satisfied

2. Clean Up:
- Remove all trash
- Put away tools
- Sweep/vacuum if needed
- Leave space better than you found it

3. Mark Complete:
- Press "Complete Service"
- Confirm hours worked
- Add any expenses
- Submit for payment

4. Thank Client:
- Express appreciation
- Leave business card if you have
- Invite them to contact you again
- Say goodbye professionally

Getting Reviews:

DON'T:

• ✗Beg for 5 stars
• ✗Offer incentives for reviews
• ✗Ask multiple times
• ✗Tell them what to write

DO:

• ✓Provide excellent service
• ✓Mention reviews matter
• ✓Ask politely once
• ✓Earn it through quality work

Template:
"Thank you so much for your business today! If you're happy with my work, I'd really appreciate a review. It helps me grow my business on the platform. Thanks again!"

Handling Difficult Situations

Client Not Home:
1. Call/message through app
2. Wait 15 minutes
3. Document with timestamp
4. Contact support
5. May charge for your time

Wrong Tools/Can't Complete:
1. Assess situation immediately
2. Be honest with client
3. Offer partial completion
4. Charge only for time worked
5. Help them find right Pro

Client Unhappy:
1. Listen to their concerns
2. Don't get defensive
3. Offer to fix issues
4. Find compromise
5. Document everything
6. Contact support if needed

Unsafe Situation:
1. Your safety comes first
2. Leave immediately if threatened
3. Call support right away
4. Document everything
5. File incident report

Property Damage:
1. Stop immediately
2. Assess damage
3. Take photos
4. Tell client right away
5. Contact support immediately
6. File insurance claim

Pro Tips for Success

Maximize Bookings:

1. Quick Response: Reply within 30 min
2. Availability: Keep calendar open
3. Flexibility: Accept various services
4. Quality: Maintain high ratings
5. Communication: Stay professional

Time Management:

• Schedule services in same area
• Plan efficient routes
• Pack tools the night before
• Arrive 5-10 minutes early
• Build in buffer time

Earning More:

• Take on larger services
• Develop specialized skills
• Build repeat clients
• Increase rates gradually
• Work peak hours

Professional Growth:

• Ask for feedback
• Learn from each service
• Invest in better tools
• Take on new challenges
• Build your reputation

Need Help?

Pro Support:

• Email: pros@royalpalmservices.com
• Phone: (561) 555-0100
• Live chat in app
• Help Center

Common Issues:

• Can't access service details
• Client not responding
• Payment problems
• Schedule conflicts
• Technical issues

Contact us anytime - we're here to help you succeed!