Resources / Glossary / Follow-up and workflows
Reschedule
Moving a set appointment to a new specific time, which keeps the opportunity alive instead of turning it into a no-show.
A reschedule is a save. The customer says something came up, and the conversation either ends with a new day and time or it ends with nothing. Done properly it produces the same things the original appointment did: a specific time, a named person to ask for, and a reason to come in.
It should be recorded as one appointment that moved, not as a fresh appointment set. Counting the reschedule as a new set inflates set rate and hides the fact that the same customer has now agreed to two times and honored neither.
Why it matters for a sales manager
A customer who calls to move an appointment is telling you they still intend to come, which is worth more than most new leads and usually gets treated as an interruption. Make sure whoever takes that call books the new time on the spot, and make sure your reporting shows reschedules separately so nobody can quietly turn them into extra sets.