Most customers don't give a **** about receiving an email as to when an engineer might turn up but, yes you're right, most don't even know this CASPA thing exists exists !

The faithful customer base that I serve know me well enough to know that if I feel that time has run on a bit since their initial call I will 'phone them personally, they know that things go wrong in this job and is vitually impossible to give them a precise, down to the minute time.

Problems generally occur when the back office start pestering the engineer and think they are being smart by leaving voice messages but not telling you the fault or the customer (they think all engineers are shirkers who want to pick and choose their jobs)

My experience is that one or two shirkers do exist, but the managers should work out who they are and deal with them.......some have got away with it for years leaving the willing workers to carry the can.

Am I correct with this?