Case 231 · Appointments: the booking moved without notice
A complete appointments case: the shop moved her booking and nobody told her — she found out on arrival. A sample walkthrough, with a fictional business and data, generated from Atenty's case registry.
The policy that ruled this case: Navaja's policy: if a booking is moved without notice, rescheduling is priority (the first free slot is the customer's) and that service carries a 20% bonus discount.
Saturday · 11:08 AM
The customer arrives and her booking is gone
The trade's worst moment: the customer is STANDING in the shop. The answer arrives instantly and with the solution already thought out, not with an apology alone.
I'm at the shop and they tell me my booking was moved. nobody told me anything
Saturday · 11:08 AM — under a minute later
She contains, opens the case and rebooks with priority
Atenty reads the real schedule: the booking was moved on Thursday and the notice never went out. The policy commands: the first free slot is hers.
AtentyLaura, you're absolutely right, I'm sorry. I just opened your case, it's number 231
I checked the schedule: your booking was moved on Thursday and the notice never went out — that was our mistake. Under the house policy, the first slot is yours: today 1:30 PM or tomorrow 10 AM, and that service carries the 20% bonus
today 1:30 works for me
done, you're booked today 1:30 PM under your name. I'll message you myself to confirm beforehand
Saturday · 12:45 PM
The proactive notice
Before she has to ask again: her booking is firm and her stylist expects her.
Atentyhi Laura! your 1:30 PM booking is confirmed, Martín will be waiting as always 🛡
Saturday · 2:35 PM
The service is done — she asks for confirmation
The system marks “booking completed”. The case awaits her word.
Atentyit shows you were seen already. can you confirm everything went well?
Saturday · 3:01 PM
She confirms — and the case closes
She arrived angry at 11 and by 3 the case is closed with her confirmation and her next visit already on its way.
yes! the cut turned out great. thanks for fixing it so fast
Atentycase 231 closed with your confirmation ✓ if you'd like, a Google review would help us a lot 🛡
🛡 Case 231 · Closed with the customer’s confirmation ✓
The lesson of case 231
The mistake was the business's and Atenty said so plainly — but trust didn't come back with the apology: it came back with the first slot on the schedule, the policy's bonus, and the notice before the hour. And the case, as always, was closed by Laura.