Row 1
Phone #, Email, Name and Address
What is Critical Info?
Current Day Booked, Next Day getting Booked, Normal Work Load, On Track for Goals
Any Level 5 & $$$ Opportunity Calls
& Lower level calls will be pushed
What is Defcon Green?
HVAC Tune ups
Fireplace Tune ups
Boiler Tune ups
What are types of level 1 appointments?
"I've got you covered" Statement
What is a Personal Credibility Statement?
Tell me more…” “HOW OLD IS IT?...Ask questions!!
What is Detective Work?
Storm Damage/Act of God, Emergencies, Flooded
Any Level 5 Emergency Status
What is Defcon Yellow?
Unrelated to what they are calling about
What is 3rd Serve?
Trello
Team Hubs
Where to find Level descriptions?
Current Day Not Booked, Missing Morning Calls, Service Experts Not Working Going Home Early, Emergency Action Needed
All levels can be booked that day
What is Defcon Red?
Company main platform of communication
What is slack?
Cows
What is Annukkah's favorite animal?
AC sounding funny but blowing air
Tub or toilet is clogged but they have other bathrooms to use
water heater small leak/drip
what are types of level 3's?
BOOK FOR NEXT AVAILABLE APPOINTMENT/SAME DAY (CALLBACKS ON ANY JOB WITHIN 3 MONTHS)
BOOK SAME DAY UNLESS DEFCON IS OVERBOOKED-OPTION IS BOOKING INTO AFTER HOURS WITH APPROVAL
What is Level 5?
Whole Foods
SMS
Service Channel
Ecotrak
Who are some billable accounts?
BOOK WITHIN 1-3 DAYS OUT
CAN BOOK SAME DAY DEPENDING ON
DEFCON LEVEL
What is Level 3?
BOOK BASED ON CAPACITY AVAILABILITY, CAN BE OUT 1 -2 WEEKS
CAN BOOK SAME DAY DEPENDING ON DEFCON LEVEL
What is Level 1?
Trello, Dispatch Area & IB Area
Where can you find the Defcons?
Age of Unit & Client Issue
How to determine level?
-CLIENT INFO
-JOB SUMMARY
-REVIEW ANY OTHER DETAILS ON APPT
What is End of Call Recap?
Related to what they are calling about
What is 2nd Serves?
-Evaluate
-Discuss Solutions
-Deliver options
-Review the timeline
-Look at other factors
What is our 5 Step Consultation?
Overbooked for Current Day; Next Day and the following day are filled up; Phones are Strong; Guys Selling A Lot
We are fully booked with all level 5's & can not fit anything in
What is Defcon Blue?
Furnace
AC
Minisplit
Humidifier
Thermostat
Swamp Cooler
Fireplace
Boiler
Snow Melt
RO Systems
Tankless Water Heater
Water Heater
Reticulation Pumps
What are type of equipment we work on?
No Cool/Heat old units
No water in home
Mainline back up with sewerage
What are types of level 5's?
Listen to the problem! & thank them for coming to the company!
What is Showing Empathy?