Customer Requests
What is the inspection fee for air duct cleaning and when do we waive it or not mention it?
When there's mold on vents, when the customer is in an expensive house, when we want to fill the schedule, when the customer doesn't ask questions about pricing.
How long does a duct cleaning job usually take?
Depends on the job scope, but typically 2-4 hours per AC unit
What payment type do we mark for Zelle?
'Other'
Where is Katy?
When is the best time to call contact forms?
As soon as they come in! Second best time is 11am or 12pm. Right around lunchtime
"Hey I need someone to come for mold testing"
Ok where are you seeing the mold? If it's HVAC or vents or they see it on the wall, we can come quote. If they have no idea, send to Rodnie with Elite Mold Testing
Describe a typical mold remediation job
Containment setup so mold doesn't spread through the house (enclosed area)
Demolition, cut out the wall where there is mold
Clean with HEPA vacuums and chemicals
Setup machines to reduce humidity (dehumidifier) and clean the air (air scrubber)
We have a full schedule of leads. 3 at 8-10am. 3 at 11-2. 3 at 2-5. Where can we place additional leads? BONUS: How many leads can David and Josh do in a day if really pushed
9-1, 1-4
5 leads, maybe even 6 if they are close enough together
What licenses do we have?
We have a Mold Remediation Company License and an HVAC Company License
NO!
We're absolutely slammed during the day but a caller comes in insisting we come out today. Mold on the vents.
Book a large window like 12-5 or 10-4 and schedule it. We will figure it out. Someone can always make it.
A customer calls to approve their quote, you collect the 20% down payment, and then the customer asks how long the job will take? The job price is $12,000.
Usually projects greater than about $10k take two days. What you want to say is "this one we want to pencil in two days but it's possible the team could finish in one"
HCP texts come in, what do we do?
Screenshot and send to the technician
For maintenance cleanings, what do we do when the customer requests them? For Josh, Edgar? For David?
For David, send to him and let him handle. For Josh and Edgar, double check that customer is still in their maintenance window then schedule for a 2-5 slot, ideally close to another job already scheduled.
Customer has mold on their shower, no protocol, no report, no testing. What do we do?
"Hey I'm in the process of buying a house, can you guys come give me a quote?"
We typically only work with the Sellers to do work. Unless the Buyer is past the option period we don't want that lead. They must be about to close on the house.
Describe an HVAC unit and its components
Return vents in the house bring in air, that goes up to the furnance, next to that is the coil, then the plenum, the the ducts, and registers. (Sam to draw)
Online booking comes in, what do we do?
Call and make sure its a good lead, then convert to estimate. If no answer, assume its a good lead, convert to estimate, and put note that we were unable to contact
Where is our other office located?
We have a satellite office in the Woodlands on Grogans Mill Rd
Try to book them anyways for in person, but if they refuse we can give them an estimate via the protocol
What are some ways to tell if a customer is asking for dryer vent cleaning instead of duct cleaning, even if they first say duct cleaning?
"washer and dryer machines not drying fast"
"lint build up"
How much do we charge for insulation top-offs (adding insulation on top of old insulation)? What is the brand of insulation we use?
We don't do that. We specialize in full attic restorations. Removal of blow in insulation, sanitize, air sealing, and reinstall. We use a couple of different brands including Owens Corning, Knauf, and CertainTeed. All are the same quality and we blow in 14 inches to get to R-38 value
How do we merge a customer?
Search for the customer name on the search bar, place a checkbox by both names, then hit Merge customers on the three dots button
How long does it take a tech to get from the Woodlands to Pearland?
About an hour middle of the day. About 90 minutes with rush hour
Give me 5 things about a customer that would make them a bad customer
Indian/Black, mention price, cheap house, bad part of town (east Houston, by the airport), taking multiple quotes