KEY Points to Remember
IF YOU CANNOT ANSWER THE CUSTOMER’S QUESTION: “THAT’S A GREAT QUESTION FOR YOUR TECHNICIAN!"
LEVEL 5 REQUESTS should always be offered the same day. If the customer requests a certain day, note this in the job summary. Dispatch will always do everything they can to run these the same day! ALERT DISPATCH IMMEDIATELY!
Some examples:
•10+ Service Demand calls and system replacements
•Water heater replacement calls, multiple drains backing up, active water leaks
•Generator Sales calls, panel replacements, more than half of the home without power
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If we installed a system within a year job must be booked same day!
FAILURE to book these the same day or note this in the job details will result in ONE warning and then lead to a write up.
ALWAYS get important information from customer BEFORE quoting the dispatch fee AND before telling the customer we do not have availability
OFFER MEMBERSHIPS TO EVERY POTENTIAL NEW MEMBER
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OFFER CROSS LEADS!
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***IMPORTANT***
If a customer calls about cancelling a job, an install date, questions about new systems, anything related to an estimate, ​or anything similar - send message in the chat and try to get the call transferred FIRST.