How to appease tenants after a property maintenance vendor fails to show up

A while back, when I was handling an HVAC repair arranged by the apartment property management, the biggest headache wasn't the workload, but the fact that the HVAC vendor had a morning appointment window but didn't show up. The tenant had taken time off work to wait at home, and the work order system still showed 'scheduled.' If I had just relied on my gut feeling, it would have been easy to…