If you’re running late for an appointment with a customer, the onus is on you to get that information to your customer. If you show up late with no notice – or, even worse, they call and ask where you are – you’ve set a negative tone for future relations, even if the appointment goes well. For every future appointment, assuming you didn’t lose the customer, they’ll be thinking to themselves, “I wonder if they’ll show up on time this time.”
You can easily avoid this negative bias by calling your customer. And next time, don’t be late.
