Dispatch
What is our commercial dispatch charge?
$179
What 3 things do we offer pricing for?
1. RPZ test
2. Drain Cleaning
3. Tune ups/System checks
Who would you schedule for a generator estimate?
Scott
How quickly do voicemails need to be called back?
1. Within an hour
2. 15 mins (after hours)
1. What do we use capacity for?
2. When are we considered priority 1 & 2?
1. To see our availability & to know what priority we're in
2. Under 5-10 hrs
When do you need to inform dispatch of a change regarding a job?
When it's same day & client is cancelling or rescheduling OR for the next days job if its after 4pm
How much is it to sign up for MendelCare per unit? In what ways can a client sign up?
$99 per unit. They can sign up with Sue or the technician can sign them up while they are out for service
What 3 units/systems do our Comfort Advisors quote?
1. A/Cs (condensers)
2. Furnaces
3. Mini Splits
When do we:
1. Cancel a job
2. Put a job on hold
1. When a client no longer needs service: it's now working, they fixed it, found someone else to fix, etc.
2. When a client has a scheduling conflict, doesn't get back to us with a reason, needs to talk to spouse first, etc (when there is opportunity to reschedule them)
What should you do when a someone calls in wanting to speak with Mike Mendel, Tom Mascari, the president or owner of the company, etc?
If it doesn't sound like a client concern, ALWAYS transfer directly to Mike Mendel or Tom Mascari's voicemail.
What do you do when a client calls or texts inquiring about timing for their appointment today?
Transfer the call to dispatch or let dispatch know there is a text for them
$249 for small drains
$349 for large drains
Dispatch charge is included (we do not charge dispatch charge)
1. When do we give free estimates?
2. When would we inform clients of dispatch charges & possible diagnostics?
1. When someone is just looking to replace something and it's a simple quote for a new fixture/unit/etc.
2. If our technicians are going to have to use their time/expertise or tools in order to figure out whats wrong before they can provide an estimate.
What are the important steps you should take when booking a recall?
1. Make sure original ticket is connected as a recall
2. Note "possible recall" in summary
3. Add recall #1 tag
What should you do when booking a 3rd or 4th recall for a job? Or client states when booking that we've been out multiple times already to try & fix?
Aside from regular recall protocol, make a client concern for Jenna to look into.
What is a red tag & who schedules these?
BONUS: how do you know its a red tag?
A return job.
Dispatch schedules.
Its on hold, there is a POO task or task for dispatch TBS
True or False
You can waive a dispatch charge
True
(regular dispatch/after hours dispatch)
What job priorities do we have and what do they mean?
Priority 1 & 2: urgent, needs same day service
Priority 3 & 4: non urgent, can be scheduled for next business day
Priority 0: FIRE DRILL (asap - next available technician)
What business unit do you put an HVAC estimate under? (Estimate for our comfort advisors)
08. HVAC Install Residential
What business unit would you schedule a residential drain cleaning call? & Commercial?
Residential: 12. Plumbing Drain Cleaning Service - Residential
Commercial: 06. Plumbing Service - Commercial
1. What are our dispatch charges for Zone A & Zone B?
2. What is our After Hours dispatch Charge?
3. When is After Hours dispatch applied?
1. $88 & 218
2. $250
3. M-F 5pm-9pm. Sat 2pm-7pm. Sun 9am-7pm
Do we offer financing? If so:
1. What kind
2. How do they find it/apply
3. Who can answer questions regarding it?
1. Greensky
2. On our website (on main page, blue bar)
3. Kerry
When a client wants to move forward with quoted work:
When do we need a signed estimate & deposit?
1. Install BU
2. Any Scott job
3. Machine excavate/julie locate jobs
What steps need to be taken when cancelling a recurring MendelCare job? ex- ac tune up, plumbing inspection.
1. Ensure they are cancelling & not needing to reschedule
2. Cancel job & note the reason (if job is on hold, also cancel the task)
3. Go back into recurring service and make a note & dismiss
How many photos of Kelli are hidden in the office?
8