If you realise you will be late, contact your customer immediately. The earlier you inform them, the easier it is to avoid frustration and find a solution.
1) Contact the customer right away
Call your customer directly as soon as you notice the delay.
If the customer doesn’t answer, try again after a few minutes and also send a short message if possible.
2) Be clear and transparent
When you speak to the customer, briefly explain:
Why you are late (keep it factual)
Your new estimated arrival time (ETA)
Example:
“Hi [Name], I’m running late because the S-Bahn was interrupted due to an earlier job. I expect to arrive at around 15:20. Is that still okay for you?”
3) Offer a solution
Depending on the situation, propose options:
Ask if the customer is okay with the new arrival time
If it’s a bigger delay, suggest rescheduling (offer 2–3 concrete alternatives)
4) If you cannot reach the customer
If you can’t reach the customer by phone, please contact Helpling Support:
Phone: +49 30 41738750
Email: help@helpling.de
5) Where to find the customer’s contact details
You can find your customer’s contact information in your account:
Go to “More” → “Manage my customers and prices.”