Deposit Payments
What kind of customer requires a deposit?
A Tier 4 customer requires a deposit
Upon receiving a new customer request, what is the first step?
Notify the requestor that onboarding has started
What should you double-check before hitting “Send”?
A) Grammar and spelling
B) Attachments
C) Recipient list
All of the above
What must be included in collection notes after every outreach?
Date & Time
How long can a check remain open?
One week
40% of the grand total or the sum of MET (Materials, Equipment, and Tax), whichever is greater
Where are New Customer forms saved?
T:\Pending Applications Need Approval
AND
T:\RSC Mechanical
What contacts must always be included on new customer emails?
Kattie, Tiffany, Requestor/Account Manager
Why is it important to know a customer's tier before trying to collect?
Different tiers have different requirements
Who are the only customers eligible for a Tier 4 ranking?
Property management companies and customers who are required to submit a completed customer form but have not yet provided one
When must a deposit be collected?
Immediately after AR receives the signed quote, and before the service begins.
What kind of customers are not required to provide a completed New Customer form?
The requirement for Tier 1 and Tier 2 customers is waived if a portal is used.
How soon should an email be acknowledged?
Within 15 minutes
After how many days past due should a Tier 3 customer’s account be escalated to the account and field managers?
7-14 Days past due
Where should a signed quote be saved?
In the Tdrive under the customer and Docu
Who is notified after a deposit is received and what approval is given?
AR will notify the account manager and give the okay to proceed with material ordering and service initiation
How often should follow-ups be sent regarding a New Customer form, and where should they be tracked?
Follow-ups should be made every 72 hours, and follow-up dates should be tracked in the Master Sheet Notes and the Onboarding Checklist
How do you make a request sound like a suggestion rather than a command?
"It might be helpful if…”
or
“Would it be possible to…"
What are the differences in action steps between a Tier 2 customer and a Tier 3 customer who are both 1-7 days past due?
Tier 2: No reach outs/Monitor portals
Tier 3: Call every 48 hours and send email recap
Why should every single email be personalized for each customer?
No customer is one-size-fits-all. Each customer’s situation, tier, specific needs, and history are unique—and must always be approached that way.
What is the final step in the deposit process, and in what format should it be completed?
Add a ticket comment to the corresponding ticket
DATE, INITIALS, $0.00 DEPOSIT RECEIVED
When should AR reach out to a Director to ask who the account manager will be for a new customer?
After AR obtains CEO approval
When following up on an unanswered email, how would you phrase it to keep the tone light and courteous?
"Just circling back to see if you had a chance to review…”
or
“I know things get busy, so I wanted to check in.”
What are all nine escalation steps for Tier 3 and Tier 4 customers?
Step 1:Notice
Step 2:Update
Step 3:Meet AM
Step 4:Escalate to AM/Field
Step 5:Escalate to Executives
Step 6:Hold & Notice of Intent
Step 7:Legal?
Step 8:Escalate to Legal
Step 9:File Lien
What happens if a Not to Exceed (NTE) is reached mid-job and the customer is COD?
Work will pause until another quote is approved, and 40% deposit or MET amount is collected