[Pro] How-to: Reschedule Jobs

Intro

We know how important it is to have smooth and well-organized appointments for our valuable Customers. But sometimes, unexpected things happen, and we might need to reschedule. In this article, we show you how to handle the different reasons for rescheduling.  

Before You Begin

• Make sure that you have the LawnStarter or Lawn Love app downloaded.
• Make sure that you have your login credentials for the app. 

• If the Required Service date changes or is rescheduled, related services will be adjusted accordingly.
  • If the Required Service date is moved earlier, the related service will not change its scheduled dates.
  • If the Required Service date is moved later, the related service will adjust accordingly to maintain the same day gap between services.

Rescheduling Individual Services

• From the Tasks dashboard, select Today's Jobs.  
• Select the arrow next to the address of the property that you want to reschedule.
• Select Reschedule below.
  • The Reschedule button will not be visible if the service is scheduled more than 14 days from the current day.
• Select When should this job be rescheduled to? and pick a date to reschedule from the calendar that will auto-populate.
• Choose your reason for rescheduling under What is the reason for rescheduling? dropdown list.
  • You are required to specify what kind of equipment issue you are experiencing if your main reason is under Equipment.
    • Lawn Care Equipment Breakdown
      • Enter a date when you expect your equipment to be fixed.
    • Special Equipment Required
    • Vehicle Breakdown
    • Enter a date when you expect your vehicle to be fixed.
• Once you enter the reason, date, and additional details, select Reschedule. 
  • Be sure to add a minimum of 30 characters in the details. 
• Check the details of the new schedule. 

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Customer-Initiated Reschedule

• From your Tasks dashboard, you will see a menu for One-Time Service Day Changes. This option will be available whenever one of your Customers requests a one-time reschedule for their mowing and non-mowing service(s).
• Select One-Time Service Day Changes to see the request details.
• Choose Next if you can perform the service on the requested date. 
  • Select Decline if you don't agree with the reschedule request.
  • Not responding to the request in 24 hours will cause it to expire.
• Next, confirm the schedule change by selecting Yes.
• On the next screen, you will see a confirmation for accepting the schedule change. Choose OK to exit.

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Rescheduling Multiple Services

• On the Pro app, Click on the hamburger menu in the top left corner.
• Select Calendar.
• Choose the day that contains the jobs/Customers that you would like to reschedule.
• On the next screen, scroll to the bottom and then choose Reschedule Jobs.
• Select the jobs/Customers that you would like to reschedule or Select All at the top of the screen if you are rescheduling all jobs from that day.
• Click Next at the bottom of the screen.
• Fill out the date you want to reschedule the jobs, the reason for the reschedule, and any notes you want to leave your Customer.
• Click the Reschedule button at the bottom of the screen to complete the reschedules. The Customers will automatically be informed of the schedule change.

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Rescheduling for Long Grass Under 15 Inches

• From the Tasks dashboard, select Today's Jobs.
• Find the Customer's address then select the arrow by the Lawn Mowing service. 
• Select Other. 
• Choose Long Grass. 
• If the GPS is not turned on, select Go to Settings to enable GPS. 
•  Fill out the Long Grass Details screen. Please provide the grass height and how much of the scope has long grass. 
• If you are not able to mow today choose No under the Schedule Confirmation.
• Review the reminder for rescheduling the service. 
• Choose Yes you want to do the job at 100% extra payout on another day and then select Reschedule Job.
• Fill out the fields When should this job be rescheduled to? and What is the reason for rescheduling?
• Select Reschedule. 
  • The service should already show as rescheduled on the Job Details screen.

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Rescheduling for Required Cleanups

• From the Tasks Dashboard, select Today's Jobs.
• Next, select the Customer.
• On the Job Details screen, select Other.
• Under the header Long grass or cleanup issue, select Property requires a quote for cleanup.
• A Required Work screen will pop up where you will fill in all the details of the required work including, What type of work is needed?
  • Cleanup
  • Leaf cleanup
  • For Long Grass over 12 inches, do not select Property requires a cleanup. Select Long Grass.
  • Your Price
    • This should be the price you want to get paid for this job.
    • The Customer's total will appear on the right-hand side of the screen automatically when the pro enters their price.
    • The Customer's price will include LS/LL commission.
  • Where on the property?
    • Full yard.
    • Front-yard.
    • Left side.
    • Backyard.
    • Right side.
  • How many people will work on the job?
    • If the required service is labor-intensive, you can assign multiple persons to complete the job.
    • This will also set the Customer's expectations on the number of people arriving at the property.
  • How many hours will the job take?
    • Providing an estimated time to complete the job will help you plan out your day or schedule and ensure you finish everything that needs to be done.
  • Details of work to be performed.
    • Here you will need to explain the scope of work. Please be as detailed as possible.
  • Uploading photos are required.
    • Please provide photos of the entire area that is included in the required service.
    • Take photos from multiple sides at a chest-high level.
    • Uploading photos is important, to show why the service is required before the regular lawn mowing.
  • What day would you like to schedule service?
• Select Next to be taken to the next screen.
• Now, you will be asked When should these jobs be rescheduled to?
  • Since a required service needs to be completed first, you will need to reschedule the Lawn Mowing.
    • We recommend rescheduling it for the same day as the required service.
• Select Submit to complete the flow.

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Skipping Services

Note If the grass is too short to mow, the yard appears to have recently been mowed, or the grass is wet do not mow. You do not want to cause damage to the yard. 

• From the Tasks dashboard, select Today's Jobs.
• Next, select the customer.
• On the Job Details screen, select Other. 
• Select Lawn already mowed/hasn't grown under Service Scheduling Issue section. 
  • The customer's service will immediately be skipped per their frequency once the request is submitted.
  • What is the reason?
    • Lawn already mowed
    • Lawn hasn't grown
    • Customer said not to mow 
    • Other
  • Anything else we should know?
• Next, select Submit to complete the Skip.

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Change Regular Service Day

• From the Tasks Dashboard, select the Hamburger Menu.
• Next, select Customer Search.
  • Search the Customer by name, email, or address in the search bar at the bottom of the screen. 
• Select the correct Customer.
• Select the arrow next to the Customer's Lawn Mowing Service.
• On the Job Details screen, select Other.
• Under the Service Scheduling Issue section, select Change regular service day.
  • What day should the service occur? Choose one of the following: 
    • Monday
    • Tuesday
    • Wednesday
    • Thursday 
    • Friday
    • Saturday
    • Sunday
      • You cannot select the day if it is within 24 hours of the Customer's next Lawn Mowing Service.
  • Why do you need to make this change?
    • Not in that area
    • Schedule too full
    • Route adjustment
    • Customer request
• Select Submit

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Customer Initiated Change Regular Service Day

• From your Tasks dashboard, select Service Day Changes. This will pop up whenever there is a request to change their service day for their mowing and non-mowing service(s).
• Choose Next if you can perform the service on the requested date. 
  • Select Decline if you don't agree with the reschedule request.
  • Not responding to the request in 48 hours will automatically approve the request.
• Next, confirm the schedule change by selecting Yes.
• On the next screen, you will see a confirmation for accepting the schedule change. Choose OK to exit.

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