Rescheduling a showing without duplicate appointments

The decision to make first

A prospect asking for a new time can end up with two appointments or lose the existing one if the replacement workflow fails midway. Define when the original may be changed and preserve its state until the replacement and required access are properly confirmed.

What the handoff should contain

Record original appointment, requested alternatives, access-review result and the final state of both the old and proposed times.

Suggested wording to approve

Example wording: “I can request a different time. Your existing arrangement should not be treated as changed until the team confirms the replacement.”

Test the difficult case

Test an unavailable replacement, a successful change and a prospect who withdraws the reschedule request before confirmation. Do not remove the original appointment merely because a new calendar slot appears free while property access remains unresolved.

Worked example

Fictional example: A prospect requests a replacement time that looks free for the agent but cannot obtain property access. The original appointment should retain its established state until a valid replacement is confirmed. Passing the test means the prospect is not left with no appointment, two active appointments or an unclear explanation of which arrangement still applies.

Review it in operation

Review rescheduling exceptions for duplicated or lost appointments and use the observed sequence as a concrete regression test.

Check before you launch

• Define when the original may be changed and preserve its state until the replacement and required access are properly confirmed.
• Record original appointment, requested alternatives, access-review result and the final state of both the old and proposed times.
• Test an unavailable replacement, a successful change and a prospect who withdraws the reschedule request before confirmation.
• Review rescheduling exceptions for duplicated or lost appointments and use the observed sequence as a concrete regression test.

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