Customers call for MANY things.  Here are some call reasons and how to handle them.

• To book a service call

  • Always be prepared to book a call!  This is our number one priority.​

  • Use checklists and scripts to ensure you are asking all of the right questions and getting all of the right information. 

  • Double check your zip codes - your service titan tenant - and the chat you will be sending information over to. 

  • If the service request is considered a level 5 (Levels 4 and 5 for Cape Fear) - please override capacity and send the job link after it's booked to the CORRECT dispatch team

    • EX:  JOB LINK - BOOKED - SERVICE REQUEST REASON - DATE BOOKED​

  • ALL HVAC CALLS MUST HAVE THE FOLLOWING TAGS: 

    • AM OR PM OR FLEXIBLE SCHEDULE//AGE OF SYSTEM//NUMBER OF SYSTEMS//LEVEL

• Customers looking for pricing over the phone

  • For CAPE FEAR:  ​Reach out to Dan Leonard (GM) via phone call at 919.637.1600 to see if he is available to take the call.  If he is not - ASSIGN A TASK to Dan IN THE CAPE FEAR TENANT and let the customer know that someone will call them back as soon as they are available.  Send message in CAPE FEAR teams chat to accompany task.

  • For COASTAL HOME SERVICES:  Reach out to Tom Boggiano (GM) via phone call at 917.295.4576 to see if he is available to take the call.  If he is not - assign a task to Tom in the COASTAL HOME SERVICES TENANT and let the customer know that someone will call them back as soon as they are available.  Send message in COASTAL teams chat to accompany task.

  • For RENFROW:  Reach out to Brad Paul (GM) via phone call at 984.766.0059 to see if he is available to take the call.  If he is not - assign a task to Brad in the RENFROW TENANT and let the customer know that someone will call them back as soon as they are available. Send message in RENFROW teams chat to accompany task.

  • For WACCAMAW:  Reach out to Chad Hendricks (GM) via phone call at 302.561.0291 to see if he available to take the call.  If he is not - ASSIGN A TASK to Chad in the WACCAMAW TENANT and let the customer know that someone will call them back as soon as they are available.  Send message in WACCAMAW teams chat to accompany task.

  • For RALEIGH/ZEBULON:  Reach out to Zachary Hoover (GM) via phone call at 512.787.0888 to see if he is available to take call.  If he is not - assign a task to Zack in the ZEBULON TENANT and let the customer know that someone will call them back as soon as they are available.  Send message in ZEBULON teams chat to accompany task. 

  • For TRIAD:  Reach out to appropriate service manager via phone call HVAC - MATT JOYNER,  PLUMBING - JAMES HACKWELDER, ELECTRICAL - CHRIS CLARK.  If they are not available to take the call please reach out to CHRIS SWAIM (GM) via phone call.  If nobody is available - assign a task to the appropriate service manager in the TRIAD tenant and let the customer know that someone will call them back as soon as they are available.  Send teams message to Service Manager and GM to accompany task. 

• Following up on an estimate​

  • Dispatch needs to be involved! 

  • Make sure estimate has been signed/accepted by customer.  If not, let the customer know that is the first step in getting the process started

  • If customer needs their estimate sent - let dispatch know to send.  CSR's do not send over estimates!

  • Once estimate is signed - part will be ordered if needed - parts department reaches out to customer to explain ETA's, answer immediate questions, etc. 

  • Dispatch reaches out once part is in house and can be scheduled.

    • If a customer calls back to schedule after receiving a message from dispatch that their part is in send to dispatch if they are available. ​​​

    • Never book a new job for a repair - jobs are always booked from the sold estimates, jobs may be on hold and dispatch will need to verify parts are in, techs are available, and they can schedule the repair.

      • HOLDS ARE JUST A PLACEHOLDER FOR THE PART TO BE ORDERED - NOT A CONFIRMED APPOINTMENT!​

• To confirm appointment times

  • Always check with dispatch - just because it's scheduled with a technician, doesn't mean that is guaranteed.​

• To reschedule an appointment

  • Find what works best for customer - but confirm with dispatch to make sure this is possible. ​

• To cancel a job

  • IF INSTALL - ​Place customer on hold and reach out to GM via Teams Group immediately.

    • They will want to talk to the customer as soon as possible. ​

  • If appointment for sold work - Reach out to dispatch to see if they are available to take over the call.  If they are not, let the customer know that dispatch will call them back.

    • Service manager MAY want to talk to customer​

  • If appointment for service or maintenance​​ - try to reschedule if at all possible and let dispatch know​​

  • MUST GET REASON FOR WANTING TO CANCEL EVERY TIME

• Following up on county inspections after big installs

  • Get date that customer is available and send to install/permit teammate​