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Figuring that out is kind of integral to Handy's business model. they're essentially playing matchmaker between customer and service provider, which means their
by chipotle_coyote 11y ago
Figuring that out is kind of integral to Handy's business model. they're essentially playing matchmaker between customer and service provider, which means their business begins and ends with customer service.
If you pay for Bob to come over and clean your kitchen because you know Bob does great work, it's perfectly reasonable for me to call you up and say, "Bob's sick today, can I send Jed over instead?" But it's also perfectly reasonable for you to say "no, so cancel my appointment for today." It is not reasonable for me to charge you a cancellation fee under that scenario.
- robotresearcher 11y agoI agree that is a better level of service. But it may be reasonable if that's the agreement we already entered into. Here is the relevant clause from the Handy TOS: "Handy cannot guarantee that the same Professional will be scheduled for each Recurrent Service appointment"
- unclebucknasty 11y agoThen, they shouldn't assign a cleaner and notify the customer who is assigned, as it essentially sets customer expectations that are inconsistent with their TOS. Next, they make it worse by charging a fee for the pleasure of being disappointed. Pretty bad customer experience.