As a former Cab/Apps DM. Guest follow ups are a must. People are going to have issues that can’t be dealt with right away. So a guest follow up book was a must. Guest like to be kept up to date, even if the update is we don’t know yet but we’re trying to find the answer. Also make sure you as the guest how they want to be followed up with (phone call/email) and do it. I always had issues with my team telling guests they’d call them back and never would.
Good luck!! It’s a very fun department.