Despite the fact that we always prepare our schedules liberally and carefully, it is of course possible that you may be delayed along the way.
This can have all sorts of causes from traffic jams or road works to breakdowns, driving the wrong way or a co-worker who was late to the warehouse.
Whatever the reason: delay on the way out is always more serious than on the way back, because the client is waiting for you and the event has yet to begin.

🎯 Why timely communication is so important

The customer counts on our punctuality and professionalism. When ambiguity arises about the arrival time, it creates stress for the customer and we want to avoid that.
Good communication prevents frustration, shows that we are in control of the situation and keeps the customer calm.

📞 What should you do in case of delay?

• 🕒 Always check the scheduled arrival time on the callsheet and keep an eye on this one.
• 📍 As soon as you notice that you are not going to meet the agreed time, contact the customer immediately by phone (the phone number is on the callsheet).
  Can't get hold of the customer? Then leave a nice, clear voice mail and send a WhatsApp message with the same message. This way, you have done everything possible to inform the customer in a timely manner and cannot be blamed for not communicating.
• 📱 Have the supervisor have this conversation on behalf of the team. Is the supervisor driving? Then the co-driver takes over this task and contacts the customer directly.
• 🗣️ Always be polite, calm and professional. Briefly explain the delay and give a realistic expected time of arrival.

🗣️ Example of what you can say

“Good afternoon, we just wanted to let you know that we are slightly delayed due to road congestion.
We are currently in a traffic jam and expect to arrive around [insert time].
Fortunately, we still have plenty of time to build everything up, so we'll be fine.”

✅ This way of communicating is professional, reassuring and gives the client confidence that everything is under control.

🚫 What not to do

• ❌ Not contacting them and “pretending it will be okay.”.
• ❌ Use unrealistic or implausible excuses (such as “the bridge was open in Huizen” at a location in Den Bosch).
• ❌ Blaming colleagues or saying honestly that someone was late that is internally negotiable, not with the customer.
• ❌ Appear uncertain, irritable or rushed on the phone remain calm and friendly.

🧭 Guideline for communication

For small delays (up to 15 minutes), always use the standard explanation:
“We are in a traffic jam, but we still expect to finish well ahead of time.”

For longer delays (more than 30 minutes):
“We are a little more delayed than planned, but we will keep in touch and make sure the casino is built as soon as possible.”

👉 Turns out the delay is so great that you can't finish in time for the scheduled start time?
Then this must be communicated honestly with the customer and reported immediately in the group app with Tim or Talitha.
That way, help can be arranged, if necessary, or the office can contact the client for further coordination.

⚙️ Breakdown or emergency on the road

• 🚨 Do you get a breakdown, flat tire or stoppage along the way? Pull the bus over safely and set up the warning triangle.
• 📞 Call ANWB immediately and explain the situation. If the breakdown occurs on the way to the customer also call Tim or Talitha immediately.
• ☎️ Then call the customer to indicate that you are delayed due to bad luck keep it short, clear and professional.
• 🧭 Always remain friendly: “We will do our best to be with you as soon as possible, it will be fine.”

💬 Summary - your steps in case of delay

• 1️⃣ Check the arrival time on the call sheet.
• 2️⃣ Realize in time that you will be late don't wait until the last minute.
• 3️⃣ Call the customer directly (phone number on the callsheet).
• 4️⃣ Provide a brief, professional explanation (e.g., traffic jam or crowded road).
• 5️⃣ Enter a new, realistic arrival time.
• 6️⃣ Also report it in the group app with office colleagues (so they are aware).
• 7️⃣ Remain calm, friendly and solution-oriented.

✅ Important to remember

• 📞 Informing the customer on time is more important than arriving perfectly on time.
• 💬 Communicating honestly and professionally prevents angry customers and stress.
• 🚗 Delay is never nice, but how you handle it determines the impression we leave.
• 🎯 You represent Royal Casino Company and that means remaining calm, polite and professional, even in unexpected situations.

By communicating clearly, you show professionalism and responsibility.
A customer who is kept well informed stays calm and maintains trust, and that is exactly what sets us apart as Royal Casino Company. 💪✨