“I don’t have my calendar with me to schedule something.”

• That’s alright!  We can go ahead and get something on the schedule and if that doesn’t end up working with your schedule just give us a call and we can pick a better day. “

If objection is given after the dispatch fee is given “Let me call around and I’ll get back to you.”

• Isolate what the problem is- “Is it the dispatch fee that is causing you not to book today?

• Resolve- “If I could potentially get that dispatch fee reduced would that help you to schedule an appointment?”

  • Dispatch fee CAN be waived in certain circumstances.  Please ask if you are unsure.

  • If boards are light

  • If call is high value (Level 5 on priority scheduling matrix)

  • If it is a call originating from any Google campaigns (Messaged leads - LSA Calls - PPC Calls)

• Dispatch fees WILL be waived if customer goes with any repair or replacement options given to them by the technician.

“I don’t want to pay a fee to have them come out and look it over, I already know what the problem is I just want them to bring the part with them!”

• “We understand you believe you have diagnosed the issue, and you may be right! We are sending the technician out to evaluate because there could be other hidden issues in addition to what you have found. If we only sent our technician based on your recommendation with a motor, but it turns out the issue was both the motor AND the capacitor, we would be doing you a disservice to waste your time with scheduling a second appointment. The technicians typically have what they need. But in the event, they did have to order something, they would let you know and there wouldn’t be a second dispatch fee to send them out”

“I don’t want to wait around all day for a call telling me when you’re coming.  I need to know a time frame.”

• Inform and assure customers that our technicians are working as quickly as they can to take care of every customer and that they are in the queue for service and a dispatcher WILL call them whenever a technician is available.

• If pushback:  Offer to reach out to the dispatcher to see if there is an arrival that can be locked in.  Generally, first appointments across the trades can be guaranteed with dispatch approval - BUT YOU MUST HAVE DISPATCH APPROVAL

• Once you confirm a date with dispatch – make sure this is clearly noted on the job ticket.

"I don't need to book a job, I just need a ball park price for this service."

• CSR's can quote MEMBERSHIPS, Dispatch fees, Tune-Up Pricing, specials that are advertised on our website

• Inform and assure customers that SALES calls (meaning they do not want repair options - they only want to replace or ADD something that has never been there) are always free.  Best practice is to get a job booked for a technician - but if the customer still objects:

  • 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.