diff --git a/handbook/customers.md b/handbook/customers.md
index c0de7e4cc9..84ec035138 100644
--- a/handbook/customers.md
+++ b/handbook/customers.md
@@ -5,6 +5,30 @@
 ### Scheduling meetings with customers
 To schedule an ad hoc meeting with a Fleet customer, use the ["Customer meeting" Calendly link](https://docs.google.com/document/d/1tE-NpNfw1icmU2MjYuBRib0VWBPVAdmq4NiCrpuI0F0/edit#heading=h.v47bs6uo0jpk).
 
+# Missed Zoom Meeting | Etiquette with Customers
+This is a tutorial on how to respond when someone from outside the company misses a call.
+
+## 48 hours before a meeting
+
+L1: Check the calendar invite to determine if the customer has accepted the invitation.
+L2: If the customer has not accepted the invitation please reach out through appropriate channels to confirm attendance (Ex: EAs, Email, Slack).
+L3: Test the Zoom Meeting link to ensure that it is working.
+L4: Ensure that agenda documents are attached and accessible to meeting attendees (as appropriate to the situation).
+
+## Day of meeting
+
+L1: Join meeting 2-3 minutes prior to the meeting start time.
+L2: If the customer does not join the call after 3-minutes:
+- Slack, if we have a shared channel
+- Email, using the email address from the calendar invite
+- LinkedIn, send a direct message
+- Phone, try finding their number to text and/or call (as appropriate to the device type: landline vs cell phone)
+L3: In these communications to the customer remember to approach the situation with empathy. ==Anything could have happened==.
+L4: Be ready to supply an alternative date and time to reschedule the call. Suggest 2-3 options for the customer to choose from.
+L5: Ensure that contact information is accurate and that meeting invites can be received and accessed by the customer. 
+L6: Repeat back to the customer the newly agreed upon date and time, as well as the contact information. 
+L7: Congratulations, you’re ready to set up a new call.
+
 ### Next steps after a customer conversation
 After a customer conversation, it can sometimes feel like there are 1001 things to do, but it can be hard to know where to start.  Here are some tips: