Service Titan
Taking this step when creating your invoice will ensure that your truck never runs low on stock items.
What is add parts/material?
This is the monthly cost of a 2-system Preferred Partner Plan
What is $32.50 a month recurring or $390 annually
This is the minimum number of pictures expected to be on every call.
What is 12.
What visual aid should you bring to every customer's door as soon as you arrive?
The Roadmap
This is how you properly call out of work
What is Text/Call Trades Manager (General Manager if TM is unavailable), then enter into ADP
Adding this task will automatically populate the Part Order Form
What is the Parts Acquisition Fee?
This is the minimum $ amount of a sold estimate in which a Preferred Partner Plan can be comp'd.
What is $500
This is the minimum number of solutions to be created for every call
What is 4
When do we ask for a review? What is our overall goal for every call?
At the beginning of the call in the Greet step and at the end of the call in the Wrap-Up step.
5-Star customer experience
This is the maximum time that you should be idle in between calls
What is 15 minutes; if idle time exceeds 15 minutes, notify your Trades Manager
This form is required whenever there is damage to a customer's property during a call.
True of False: There are instances when it is okay to not save the credit card when processing a Preferred Partner Plan membership.
What is False; you should always save the credit card information and have the Memberships team handle any customer concerns of consumer privacy.
True or False: It is okay to provide minimal details in your summary recap on the job invoice since it can only be viewed internally.
What is False; A complete summary of your findings and action taken/recommended should be included in all job invoices
This is the minimum expectation of Rilla recordings and these are the types of calls where Rilla is mandatory
This is the time should you be arriving at your FIRST call. Also, this is how you handle Parts Pick Up for your FIRST call.
8AM
Parts should be picked up at the end of the prior day or first thing in the morning, giving time to arrive to the customer by 8am.
These are 3 examples of when Scale is acceptable
What is Calls inside DC proper, Callbacks & Manager Approval
This is the minimum Preferred Partner Plan Conversion goal?
45%
This is the number of customer signatures required when work is sold and completed during your call
What are the 6 steps of the Service System Process?
Prepare, Greet, Explore, Present, Execute, Wrap-Up
These are the proper steps to take lunch
What is keep the current call open, call/notify Dispatch and give them an ETA of when you will be back on the road, then close out of the current call.
What is False: The Inspection form is required for all Maintenance and Service Calls
These are the 3 main benefits of our Preferred Partner Plan Membership Program
Priority Service Scheduling, 4 Annual Inspections, and 15% Discount on Services
True of False: Some equipment does not have to be entered into the Customer Profile on Service Titan
What is False; all equipment (HVAC, enhancements, Electrical Panels, Water Heaters, etc.) must be entered in Service Titan
Have one team member role play the Greet Step, using the Roadmap
Truck parked, Permission to enter, Shoe covers, Establish connection/concern, Roadmap, 5 Star Expectation
This is why it is important to communicate with Dispatch throughout the day and these are the types of things that should be communicated with the team
Dispatch controls the board. The schedule is never set and the next customer is waiting. You should be letting Dispatch know if you are going to take longer than the allotted call time, if you are wrapping up in the next 15 minutes or so, if you are taking lunch, etc.