Early Monday morning, I received a phone call from a customer. The customer was having trouble with his AC unit and he wanted to schedule an appointment for us to help. I was more than happy to help the guy by scheduling an appointment with one of our expert HVAC repair technicians. I told the customer that we would be able to help him out around lunch time. I had a technician available at 11 am. The guy sounded perfectly happy with the time frame that I gave him. I sent my guys out to work on all of their jobs. The first person to finish with their work was Jack. He had a tune up early that morning. I told Jack to head over to the address for the customer that called earlier that day. I contacted the customer to let him know that a service technician was on the way. The guy called me back a minute later to cancel the appointment. I asked the guy if he found someone else, but he wasn’t willing to give me any information. They simply canceled the repair with no explanation. I called Jack on the phone, but he did not answer. He didn’t find out that the job was canceled until he got to the address and spoke with the customer. I sent Jack to a different job. Later that afternoon, the same guy called again. He wanted me to send a repair technician again. This time I told the guy that I would not be able to send someone out there unless he was absolutely certain that he wanted us to repair the problem. The guy was 25 miles outside of town and I didn’t want to send another repair technician out there for no reason.