From the customer's perspective, you are Zuno on site. They didn't pick you personally — they booked a service through our platform and you're the person who turns up to do it. How you turn up sets their impression of us. This article covers the few things that consistently make that interaction land well.

Professional conduct

• Punctual. Arrive within the booking window. If something will affect that, see the punctuality rule below.
• Presentable. Clean working clothes, reasonable hygiene, no obvious branding from another business.
• Respectful. Be courteous to the customer and to their property. Don't smoke on their driveway. Don't take calls on speakerphone while you're working.
• A representative of Zuno. Anything you say or do on site is a Zuno experience for that customer. They'll book us again — or not — based on it.

Communication tone

Courteous and clear is the whole brief. A short hello on arrival, confirming the vehicle and what you're going to do, and a brief "I'm finished, you'll get a notification from Zuno" at the end. You don't have to be chatty if the customer isn't — but be warm if they are.

Handling an angry or upset customer

It happens. The customer might be having a bad day, or genuinely unhappy about something you've done, or unhappy about something unrelated to you. The same approach works for all of these:

• Acknowledge the concern. "I hear you. Let me make sure I understand." Don't dismiss it, don't talk over them.
• Stay calm. Don't match the energy. A flat, even tone defuses most situations faster than agreeing with anything they say.
• Don't argue on the doorstep. You're not the right venue for adjudicating fault or service quality. That's what Zuno's review process is for.
• Don't make promises you can't keep. No refund commitments. No "we'll send someone else out". No timelines. Those are Zuno's to commit to, not yours.
• Escalate to Zuno. "Let me get Zuno involved, they'll handle this from here" is a perfectly good exit. Then email [email protected] and we'll take it from there.

Punctuality — the 5-minute rule

Being on time matters. If you're running more than 5 minutes late, we recommend you contact us as soon as you know. Tell us:

• That you're running late.
• Roughly how late you expect to be.
• Your estimated arrival time.

We'll pass that on to the customer. Operatives contact Zuno, not the customer directly — we relay the update so the customer hears it through the same channel as the rest of their booking.

All communication routes through Zuno

Operatives never contact customers directly. Whether you're running late, asking about access on site, or following up on something after the job, the path is the same: email [email protected], and we'll handle the customer side.

This protects you (you have a record of the request) and the customer (they hear the message through their familiar Zuno channel) and keeps the platform consistent — every customer gets the same experience regardless of which operative is on their booking.