Client Systems — Appointment Reminders & ServiceTitan Alerts

Two client-side systems: the optional B2C appointment reminder sequence (what it does, so anyone can explain it to a client) and how to set up ServiceTitan job alerts so we hear about bookings/cancellations in the client's own system.

1. Appointment reminder sequence (B2C, optional per client)

📹 Watch: https://www.loom.com/share/215b76a34b5a4ea48e3c7c5c9fafb8a9

Optional because some clients run their own reminder automations and don't want ours mixed in. Offer it; don't force it.

How it runs once an appointment is booked (if the appointment is 2+ days out):

1. Booking → homeowner gets a confirmation.
2. 48 hours out → text: "Hi [name], looking forward to seeing you [day] at [time] — does this still work? Reply 1 to confirm or 9 to cancel" (restaurant-reservation style). - Reply 1 → "Thanks for confirming, you're all set. The specialist will give you a quick call or text when he's on his way" (so they expect the client's number, not ours). - Reply 9 → "No problem — we've opened that slot up. Pick a new day or time here:" + rebook link. We try to save the appointment, not just cancel it. - No reply → the setter is notified to chase a confirmation.
3. 24 hours out, still no reply → "We haven't heard back about your appointment tomorrow at [time]. Let us know you're still good to go — otherwise we'll have to cancel the visit to open the slot." - The cancel threat is pressure to respond, not policy — the client can still choose to show up on an unconfirmed appointment. - Setter gets notified again and works to reach the homeowner between 48h and ~12h out.

Why it matters: cancellation rate and no-shows are our #1 client-health metric — this sequence converts silent no-shows into either confirmations or advance cancellations we can rebook.

2. ServiceTitan — booking + cancellation email alerts

📹 Watch: https://www.loom.com/share/fcd11b1a959345418f4a70a4f05daaec

For clients on ServiceTitan (e.g., Sam's Air Control, Boost Air): get notified inside their system when our appointments get booked or canceled.

1. ServiceTitan → Settings → search "alerts" (it lives under the Integrations tab).
2. Create two alerts: Cancel Job (the important one) and Book Job.
3. Delivery method: email → recipient = our account's user.
4. Business unit = whatever they normally schedule under (or Any).
5. Campaign = the Local Leap campaign — this filter is what keeps their unrelated jobs out of our inbox. Search "Local Leap", select, save.
6. Can't see Integrations/alerts at all? It's a permissions issue — ask the client to grant access.