# No-Show Policy — Communications Approach

*Drafted by Herald for Rivet/Michael review*
*2026-02-21*

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## The Policy (as understood)
- Worker no-shows → contractor gets **full refund + next hire free**
- Workers get a **2-strike system** — two no-shows and they're off the platform
- Goal: contractor feels looked after, worker feels accountable but not attacked

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## CONTRACTOR COMMS

### Tone: "We've got your back."

The contractor just lost a day. They're fuming. They don't want corporate apology language — they want to know it's sorted. Talk to them like a site manager would.

### Approach
- **Lead with the fix, not the sorry.** "Here's what's happening" before "sorry about that."
- **Speed matters more than words.** The faster the refund hits, the less the words matter.
- **Acknowledge the real cost.** A no-show isn't just $50 — it's a delayed pour, a crew standing around, a client asking questions. We know that.
- **Make the next hire feel effortless.** "Next one's on us" should feel like a mate sorting you out, not a corporate voucher.

### Draft messaging (SMS/in-app):

**Immediate notification:**
> "G'day [Name] — [Worker] hasn't shown up for today's job. We know that's not just an inconvenience, it's your whole day. Your $50's been refunded and your next hire through RateRight is on us. We're sorting it on our end."

**If they need a replacement same-day:**
> "Need someone today? Post the job again — no charge. We'll prioritise getting you sorted."

### What NOT to say:
- ❌ "We sincerely apologise for any inconvenience" — corporate rubbish
- ❌ "Unfortunately, the worker was unable to attend" — passive, no accountability
- ❌ Anything that makes them feel like they need to chase it up

### Key principle:
**The contractor should feel like RateRight just handled it — not like they need to manage the problem.** The refund + free hire should arrive before they even think to ask.

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## WORKER COMMS

### Tone: "Straight with you, not against you."

This is the harder one. Michael's built RateRight so workers keep 100% of their rate. We're on their side. But no-shows hurt everyone — the contractor, the platform, and other workers who would've shown up.

The worker needs to hear: **we respect you enough to be direct.**

### Approach
- **State the facts, not the feelings.** "You didn't show up" — not "we're disappointed."
- **Explain the impact on real people.** A contractor had a crew waiting. That's someone's business.
- **Be clear about what happens next.** One strike. Two and you're done. No ambiguity.
- **Leave the door open.** First offence — life happens. Give them a path back. "Sort it out, show up next time, we move on."
- **Never be preachy.** These are adults. They know they stuffed up.

### Draft messaging:

**First no-show (Strike 1):**
> "Hey [Name] — you were booked for [Job] with [Contractor] today and didn't show. The contractor had a crew waiting.
>
> Things happen — we get that. But on RateRight, your reputation is yours. This is strike one. One more no-show without notice and your account's done.
>
> If something went wrong, let us know. Otherwise — show up next time and we're all good."

**Second no-show (Strike 2 — removal):**
> "Hey [Name] — that's two no-shows without notice. We've removed your account from RateRight.
>
> We built this so workers keep 100% of their rate. That only works if contractors can rely on people showing up. 
>
> If there were circumstances we should know about, reply to this message."

### What NOT to say:
- ❌ "Your account has been flagged for policy violation" — we're not a bank
- ❌ "We take reliability very seriously" — preachy corporate tone
- ❌ Anything threatening or legalistic on Strike 1 — save the firmness for Strike 2
- ❌ "You have let down the RateRight community" — cringe

### Key principle:
**We're the platform that respects workers enough to be straight with them — not the one that wraps bad news in corporate padding.** The tone is a foreman, not HR.

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## THE BALANCE

| | Contractor | Worker |
|---|---|---|
| **Tone** | "We've sorted it" | "Straight with you" |
| **Speed** | Instant — refund before they ask | Same day — don't let it hang |
| **Accountability** | We own the fix | They own the action |
| **Respect** | Acknowledge the real cost (not just $50) | Treat them as adults, leave door open |
| **Brand voice** | Site manager sorting a problem | Foreman having a direct conversation |

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## WHY THIS WORKS FOR THE BRAND

RateRight's whole positioning is: **we removed the middleman bullshit.** That means when something goes wrong, we don't hide behind corporate language either.

- Contractor thinks: "These blokes actually looked after me. The agencies would've ghosted me."
- Worker thinks: "Fair enough. They were straight with me. I know where I stand."

Both sides should walk away thinking RateRight operates like a well-run site — not like a tech platform.

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*Ready for Michael/Rivet review. Nothing goes external without approval.*