OnDemand

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Primary Service Policies - Expanded Details:

5. Operator's Day-Before Call

Bobcat Service Division

with-operator rentals, excavation services

Sub-point 1: Arrival/start time

additional details -

Regarding arrival (or "start") time, both for tomorrow (this booking), and our general policy for future bookings as well.

You might have mentioned to dispatch when you made your booking initially that you had in mind a specific time you’d like your machine and operator on site.  That information is likely to have been included on the booking sheet prepared by dispatch for the operator, but nonetheless it is probably a good idea to bring the subject up again now. 

Is the time important for some reason (like a delivery or inspection appointment deadline we need to meet, etc) or are you flexible?  Because the operator will probably tell you that we work to hit your target arrival time (should you offer one) as close as possible, but in our world with so many last minute changes, weather factors, potential mechanical issues at the yard in the morning, traffic, frequent random truck inspections by the police and MTO, and so on, it is not possible to promise to be anywhere at a precise time. 

If you suggest 8 AM, we’ll aim for 7:30, but just as easily could arrive at 9 or even a little after. So we consider a 2 hour window around your target time to be reasonable, and to be considered “on time”.

That said, we will remain in touch with you by phone as to our progress and any update in our estimated time of arrival (ETA) when en route to you.  That way you can adjust your plans around our arrival – if you have time before we get there to make a stop for supplies, or to pop by another of your jobsites in the area, or even to grab a coffee, you’ll know because we’ll keep you informed; no wondering, no guessing.  So that is another benefit for our calling you the day before like this – so that we can have this exchange of phone numbers – you can always call us to find out our ETA.

If you have a late start time for whatever reason, you should know that in most cases the operator will be scheduled another booking before yours, so the arrival time is even harder to predict and even more so something we will not guarantee. 

•  For instance, if you can’t have us until the afternoon due to something at your end that prevents us from coming for a “normal” start time in the morning at 7:30, for instance, then you must realize that you ideal noon start time can be anything from 11/11:30 AM through to 1, 2 PM or even later.  It all depends on how things go with the earlier booking we are on, and how accurately that morning customer estimated his job size, or booking length for us, time-wise.  We’ll do our best to be there when you asked us to be, but realize that it is mostly out of our control. 

•  So if you ask for a late booking time (late being anything after 9:30/10 AM), or even if it is a case that you wanted a morning slot but we were booked fully then already and all we could offer you was an afternoon and you accepted that, remember that this same rule applies – we’ll do our best, but we get there when we get there, it’s not our fault if we are “late” in your books. 

•  However, the operator will always keep in touch with you, giving you periodic updates as to his progress and best-guess ETA at that point so you aren’t left in the dark wondering,

•  If timing of arrival is key, we suggest you be firm about holding out for a first-in-the-day morning slot where there is more certainty on arrival times. 

•  No matter what the case is, while doing our best to please you, we will never accept responsibility for any extra costs incurred by you as a result of our “delay”, real and tangible, or not, nor your or your crew’s “wasted” time waiting.  You have been forewarned on this matter.

On a related point, we feel it is important to mention this here now: Please note:  Because you now have the operator’s direct/personal cell number please do not call in for future bookings on it to him directly.  You will continue to book by calling in to Dispatch on your normal local Customer Service number, as usual.  We strongly encourage you (insist, acutally) to do this for a number of good reasons (some being for your own benefit):

1) you will get much better service by going to the dispatchers who do this all the time, have the forms and computer on the desk in front of them, able to give you accurate rates, and specifications and so forth, ask you all the right questions so that nothing is missed that could mess up your booking, and most importantly they have the current schedule in front of them, information that not even the operator himself knows about his upcoming schedule. 

2) It isn’t convenient for the operator most of the time either.  If you call and talk to the operator, chances are he is on a machine and has no paper and pen handy, and is working for someone else by the hour, so even if he happens to hear his phone ring and answers it, he really is in no position to take the time to talk and get your booking down.

3) The operator actually pays into the dispatch service that is provided on his behalf – the operators love having that service, so they prefer to take advantage of it.  And it is there for your benefit too – so use it.

4) There is no money saved for your booking directly with the operator at all.  They will charge you the same rates regardless and none are stupid enough to risk doing “side-jobs” and jeopardize the good thing they have going for them, they just won’t try it, ever.