# Appliance Repair Same-Day Recovery Playbook

## Purpose
Use this playbook to reduce the quiet leak between first contact, diagnostic callback, and booked service for appliance-repair demand.

## Core Failure Pattern
- the customer explains the issue once
- the office promises a callback
- the callback timing is unclear
- parts and availability are described vaguely
- the customer calls the next shop

## Recovery Standard
1. acknowledge the appliance and urgency clearly
2. confirm the callback or booking window with a real time expectation
3. explain what the next step is and what information may still change
4. send a short confirmation text so the customer feels captured

## Same-Day Callback Script
- “We’ve got the issue logged and the next step is a same-day callback from our service desk.”
- “If parts availability changes the timing, we’ll tell you directly instead of leaving you guessing.”
- “You’ll get a confirmation text so you know the request is in motion.”

## Office Handoff Fields
- appliance type
- failure symptom
- urgency level
- property type
- availability window
- known model/brand
- customer anxiety trigger

## Escalate Fast If
- food spoilage risk is active
- elderly or medical-use equipment is affected
- repeat failure has already happened
- the customer has already called multiple providers

## Weekly Review
- same-day callbacks completed
- callbacks promised but missed
- jobs lost after diagnostic conversation
- time from first contact to confirmed appointment