1-3-1 Model Basics
What does the 1-3-1 model stand for?
1 Problem, 3 Solutions, 1 Recommendation
What’s the correct way to acknowledge a team message?
Respond or use an emoji
Where can you search official procedures?
In the SOP or AI Bot
What kind of questions does the AI Bot answer?
“What” and “Where” questions about process/data
A tech calls saying the job is too big. What do you do?
Review notes, scope, and contact scheduling
What is the main goal of the 1-3-1 model?
Encourage proactive and solution-based thinking
Where should you NOT post about a tech being outside for 40 minutes?
In team chat – check SOP or MC first
Where do you note important client updates after a call?
MC Notes
Which tool helps you find past client conversations?
Missive
A client requests invoice for two properties. What now?
Check SOP or ask via proper channel
What should you do before presenting a problem to your supervisor?
Bring 3 possible solutions and 1 recommendation
In team chat – check SOP or MC first
One clear and well-written message
What should you check before quoting a new service?
Client’s address, frequency, and service scope
What tab should you always review in MC?
Notes section
You’re unsure if we clean a zip code. What should you do?
You’re unsure if we clean a zip code. What should you do?
Why is the 1-3-1 model better than just reporting an issue?
It saves time and promotes leadership and ownership
How do you handle a non-urgent suggestion?
Submit it through the feedback form
What to do if you see a duplicate client profile?
Report it so ops can merge or archive
What tool gives you transcripts of calls?
Dialpad
A tech reports an emergency. What model should you follow?
Bypass 1-3-1 and act immediately
When should you NOT use the 1-3-1 model?
For emergencies or urgent safety issues (act immediately)
What should you always check before messaging someone about a task?
Whether it was already addressed or noted in MC
How do you respond when a client pays less than quoted?
Check the quote and submit a feedback form
What’s the best way to locate a process if you forgot it?
Search keywords in the AI Bot or SOP drive
You’re unsure what’s included in a TTB. What do you do?
Review the SOP or quote template in MC