As an employee, I'll say that the biggest problem is that branch managers "force add" appointments into people's schedules that aren't possible to keep. For example, I might have 7-8 stops already in a 4 hour period, but they're do-able because they are all in the same town.
Then the branch manager will add an appointment in the same time period, but it's 40 minutes away each way from the town I'm in. At that point, I have to make a decision...
Satisfy 7 customers or satisfy 1. This is where service guys either show up hours late or not at all.
Product or Service Mentioned: Terminix Manager.