Show-rate math and the no-show branch

Priya’s last month: 22 booked appointments, 9 no-shows. Shows = 22 − 9 = 13. Show-rate = 13 ÷ 22 = 59%. She wants 40 booked next month, and she will not sell more than 40 if the calendar cannot hold them. If show-rate stays 59%, 40 booked become about 24 completed visits — not 40 jobs. To get 40 shows at 59% you would need about 68 bookings. The eight techs plus two overflow cannot eat 68 windows. The ops lever is confirmation and recovery, not “buy more leads.” Write the percentage as 13/22 (59%). Do not invent a national HVAC benchmark to make 59% look fine.

Before the window: day-before SMS (message 3) plus a morning-of ping at 7:30. No reply by T−60 minutes: dispatcher calls once. Still no reply: keep BOOKED until the window starts, then mark NO-SHOW (a reason, not a stage you skip to SOLD). Same day, within two hours of the missed window: human SMS — “We missed you at the 8–10 window. I have Thursday 2–4 or Friday 8–10 leftover this week. Reply 1 or 2.” If they rebook, they go BOOKED again; they do not stay SHOWED. If no reply in 48 hours: one more human call, then recycle to CONTACTED (you had two-way earlier) or nurture-no-contact if you never had two-way. Do not mark SOLD. Do not delete. Do not send an AI review request for a job that never happened. Northfield can walk the next lot visitor to a car; Priya’s leftover window is a truck. Treat it like inventory.