North
The two best techs and two best arrival windows(assuming tech is early shift) for 3391 Cemetery Rd 45385
Nick E
Tony A
8AM
4-6PM
We would go 10 minutes farther south than our service area allows if the customer is looking to purchase a new system. True or False and why?
False - we would then be stuck sending the tech out of our service area to service the system
Another acceptable reason - we would be cherry picking customers since we would not go to that area for a customer that just needs a tune up. Broken core value - integrity
Chris and Brian
South Techs
What is the ideal area for Tony's first call
Dayton
It is 10AM and our schedule is Jam packed with emergency calls - and a new install no heat calls in, what do we do?
Give a big arrival window and put on Andy until we can find a place to put it
A neighbor of a customer outside of our service area calls to get service from Watkins. Will we service them? Bonus 50 for a script of your response.
We can't service that customer at this time.
"There might have been a valid reason or an oversight when we initially informed your neighbor about servicing that area, and we find ourselves committed to continuing service for them. However, we are not currently accepting new customers in that specific area since it is outside our service map."
NO MAPPING
Brian has a PJ in Mason that needs scheduled on either Tuesday or Wednesday. Tuesday he is off at 12PM and has a gap between his first Maineville call and his last Morrow call. Thursday he is available right after the service meeting with his second call in Clarksville. Where should the PJ go?
Tuesday.
Maineville and Morrow are closer and more South
Clarksville is far east and almost 30 minutes away
Brad G, Joe, Chris, Daniel, Nick E, Tim
430-630 are these techs last arrival windows
What city should Brad G's last call be in when he is teaching at Fortis?
It is 2PM and the rest of the day is packed with residential emergency calls. One of our contract commercial customers call in with a no heat and want someone out today. What do we do?
Analyze residential customer word orders to see which one would be a good one to reschedule. Put commercial in its place and offer the residential call a free diagnostic to wait until tomorrow.
When a tech needs to work his way from Mason to Springboro - there are two cities that he can stop through that are roughly 15 minutes away while continuing to move him north. What are they?
Monroe
Lebanon
Eli has a late repair in Sharonville but the part could only be delivered to Springboro. There are a handful of cities we could work him through - name two that work him south WITHOUT taking him too far east or west.
Acceptable Answers:
Monroe, Lebanon, Mason, South Lebanon, West Chester
Ask Jerod for a Favor
What to do with a PJ when the schedule is too packed
Which late shift tech(s) can we send on an oil no heat?
Brian
It is 8:30 and we have a 9-11 arrival window and a 3-5 arrival window available. The customer wants sooner rather than later but wont be home until 9:20. What do we do?
Give them a 9-11 but notate in the work order she wont be home until 9:20.
Daniel is unable to make his 4-6PM arrival window in Centerville. It is 4:55PM and Nick W is available after his current 4-6 PM call in Lebanon. Brad G is available after his current 4-6PM call in Springboro. Which tech should take the call?
Nick W - lives north and Brad G is an early shift tech
No Mapping
Joe is at a job in Blue Ash but is missing the tool he needs to complete the job. Brian is in Morrow and has one he can borrow or he can go to the Mason shop to grab the spare. Which way are you sending him?
Mason - 20ish minutes
Morrow - 27ish minutes
schedule as soon as possible even if drive time is bad
New system not working
When we have to squeeze a commercial no heat on the schedule, which tech(s) would be the best to put it on? Think capability and speed
Joe and Nick E
What is the best question to ask customers when scheduling their appointment to avoid schedule spoilage?
Are you available earlier?
A tech called off and we we have a 11-1 Kettering no heat that needs service. Who are we sending?
1. Daniel in Centerville, done at 12:25 - next call 1-3PM in Centerville
2. Nick E in Springboro, done at 12:10 - next call 1-3PM in Springboro
3. Chris in Lebanon, done at 11:30 - next call in Mason 2-4PM
Nick E - fast tech, areas are close (20 minutesish)
You have a Joe only protection plan customer who lives in Mason and is wanting to know what times we have available on Tuesdays. This coming Tuesday - Joe is at an 'all day' commercial maintenance job in Mason. The following Tuesday he has a meeting in Centerville with Andy at 12 then is free. How can this be scheduled for either Tuesday?
This Tuesday, 4-6 PM and schedule after his maintenance visit - 20 minutes away
Following Tuesday, 2-4 - work him down after the meeting.
Reschedule non emergency calls
What happens when our schedule is overflowing with emeregency calls?
Who are we sending to a boiler repair vs replace in Cincy
Nick E - he is the only tech that can sell a boiler
Winner of 500 points writes the best script for a customer that wants our only available 2-4PM spot but needs the tech out of the house by 4:15PM
*whoever wrote it best*