Process Flow
Process Flow
OM: Operations Manager PM:Project Manager Tech: Technician either Class of 1, 2, 3
Tasks in chronological order
Calls
1. Call comes from Customer (front desk answers it live and filters call accordingly) Ex. call goes to OM for appointment
2. Senario 1: Customers request is given to OM, then OM schedules it for estimate, emergency call, FA test, etc
3. Senario 2: General question or message comes to OM either he answers it immediately (if possible) or 1. tries by putting customer on hold if they can wait to get answer by PM, or tech or emails PM this message
Appointments
1. Appointment for service work or estimate, investigation, or emergency is made by O.M using script
Follow Up
1. Email Confirmation is made, or phone callis made by O.M to customer the day before to minimize loss of time
2. A phone Call is placed to customer before arrival by tech or PM
The Estimate
1. Tech or Manager is to Perform estimate don’t rush go over all details. All information is needed to be entered into the estimate In the summary. Preferred labor (tech), materials needed, where is best place to order materials, etc.
2. If the estiamte is awarded during visit then get signature & perform work as outlined in your estimate
3. Collection is made by Tech/manager when possible to minimize office efforts and to “strike while the iron is hot”
Schedule/Upsell/ Followup appointment
1. O.M Schedules job or upsell opportunity,or follow up appointmet with selling Tech/manager and gets input for time needed
Planning for the job
1. Permit if required is pulled at this point by OM or PM
2. Schedule right tech for right job which is to be discussed by Tech/Manager &OM
3. Tech or manager is to Order materials & confirm all materials
4. Tech/P.M is to go over job with lead tech assigned to perform job before actual job is started. If possible days earlier
5. If job is large or complicated a Scheduled time needs to be made with selling Tech/Manager with lead tech for set up. Suggested a day or Days earlier
The actual JOB
1. Tech arrives introduces himself
2. Wears booties
3. Tech reads off summary in Titan as to what is the purpose of the visit and to let customer at this time when your done will you be around to make payment
4. Job is being started
5. If theres any questions at all regarding locations, heights, positions, etc make you ask customer before you start working to prevent mistakes
6. Comminication is taking place between tech & department manager if needed
7. Jobs is being monitored for labor and materials by original Tech/manager
8. At any time if any additional work is done. A estimate need to be done, a customer needs to be sign it as an “ad on item”
9. Jobs is always clean & booties to be worn when applicable10. Notes are entered into Service Titan always
Job Completion
1. Job is completed
2. Address any issues the customer may have right then and there with a return visit
3. Tech/manager is to Collect payment on site from customer or get WTN#
4. Technician or project manager goes over entire job with customer explains everything and seek customer satisfaction
5. Ask customer if they would recommend us to a friend or neighbor we can provide a 10% discount on future service for them
6. At the end let them now that they will be receiving a survey by email
Post meeting Larger Projects & Job
1. Have post meeting on larger jobs triggered by Tech/or PM