From the front door to the appointment
Nasim, I’ve put this together so you can see the steps between a customer booking an appointment and our consultant arriving, including the messages we send along the way.
Use this as a guide when you speak with customers who cancelled. Their feedback will help us understand where we can improve the experience.
Jules
The setter books the customer’s chosen time
The setter opens the booking calendar, agrees a time with the customer, enters their details and submits the Setter > Energy Consultation booking.
The customer receives their booking confirmation
Both messages are set to send as soon as the booking is made, while the setter is still with the customer.
Text confirmation
Hi [first name]
Your Static Solar consultation is booked ✅
[appointment date] at [appointment time]
Need to change it? Call us on 1300 155 955.
Email confirmation
Hi [first name],
Good news — your appointment is locked in.
[service name]
[appointment date] at [appointment time]
Booking reference: [booking reference]
[meeting information]
One of our solar specialists will come to you — they'll look at your roof, your usage and your options, and give you straight answers. No obligation, no pressure. If you can have a recent power bill handy, it helps us give you sharper numbers.
Need to change your appointment? Please call our office on 1300 155 955 to reschedule your booking.
See you soon,
The team at [business name]
The setter checks receipt and completes the customer brief
The setter checks that the customer has received the text and email, confirms the details are right, then completes and submits the customer brief.
The customer receives their day-before email reminder
The system sends the reminder below. The one-day text reminder is disabled.
Email reminder
Hi [first name],
Just a friendly reminder — your appointment is coming up.
[service name]
[appointment date] at [appointment time]
Booking reference: [booking reference]
[meeting information]
Quick tip for tomorrow: if you can dig out a recent power bill, it makes our numbers a lot sharper on the day.
Plans changed? Please call our office on 1300 155 955 to reschedule your booking.
See you soon,
The team at [business name]
Alexis calls the customer
Alexis calls to check that the customer is still interested and help them feel ready for the visit. This is a separate, personal contact alongside the automated email reminder.
The customer receives their three-hour text and email reminders
The system sends both reminders ahead of the appointment.
Text reminder
Hi [first name]
Your Static Solar consultation is coming up soon ☀️
⏰ Today at [appointment time]
Need to change it? Call us on 1300 155 955.
Email reminder
Hi [first name],
Just a friendly reminder — your appointment is coming up.
[service name]
[appointment date] at [appointment time]
Booking reference: [booking reference]
[meeting information]
We'll see you soon. If you need to reschedule your booking, please call our office on 1300 155 955.
See you soon,
The team at [business name]
Rescheduling and cancellation
These emails are sent when the booking is changed in the system. Text notifications for both events are disabled.
Rescheduled appointment
Hi [first name],
All sorted — your appointment has been moved to a new time.
[service name]
[appointment date] at [appointment time]
Booking reference: [booking reference]
[meeting information]
Same as before — one of our solar specialists will come to you, and a recent power bill on hand helps us give you sharper numbers on the day.
Not quite right? Please call our office on 1300 155 955 to reschedule your booking.
See you soon,
The team at [business name]
Cancelled appointment
Hi [first name],
Your appointment has been cancelled — all done, nothing else you need to do.
If it was just a timing issue and you'd like to reschedule, please call our office on 1300 155 955.
And if now isn't the right time for solar, no worries at all — we're around whenever you're ready. Same number, same crew.
Anything we could have done better? Just reply to this email — a real person reads it.
All the best,
The team at [business name]
Customer feedback helps us see where to improve
When you speak with a customer, use these steps to understand what they received, what they remember and when they decided to cancel. We can then compare their feedback and work out where to focus.