Lim-Ric
What does CCM stand for? Bonus Points: What does it include?
Comfort Club Membership
2 HVAC MAINTENANCE
1 PLU
1 ELECTRICAL
15 DISCOUNT OFF PARTS/LABOR
20 OFF DISPATCH FEE
NO AFTER HOURS
PRIORITY SCHEDULING SERVICES
What is the role of the CES?
What is the role of the dispatcher?
Maximize the opportunity
If a customer calls in to proceed with HVAC (service) parts - who do you send?
Nick
Brenna
Do we install backflow?
Yes
How long has LimRic been in business?
Over 60 years
During your phone call, you handle over 90% of the customers "issues"
True
What is the debrief process?
Equipment Info
Parts Form / Material List
Payment/ Invoice
Invoices/Estimates are sent
If a customer has a complaint and nobody has called them back after the customer called in - who do you add?
Rob
Do we install deep water wells?
No
What is the first step if you are having computer issues?
Clear cache
What is your call goal number?
70 calls per day
How do you get a technician ready for their next call
Important information
Make sure they have what they need
Boost them up
Who do you send emails to if a driver is driving recklessly?
Leadership email
Buddy
Do we repair sheetrock?
No
Talkdesk
What are the expectations when the tech arrives on site?
Setting Expectations:
-Tech arrives in a well-stocked truck
-Complete examination & provide options for repairs & upfront pricing
-Approval before work begins
-In most cases, begins repairs onsite
What does a tech/plumber/electrican need to fill out if they need parts
Parts form
If a customer wants to proceed with sales quote - who do you send that to?
Laura
Do we service ST George?
YES!
Which department/trade did we almost shut down?
Plumbing -- now it is one of the biggest revenue department we currently have other than sales/install.
What is the greeting when we answer the phone?
Hello! This is ____. We are having a great day at lim-ric plumbing, electrical, heating and air. How can I make your day better?
Which number does the techs call in
Talkdesk #
$100 Bonus Points if you actually know it
843 268 4149
If a customer wants to talk about accounting related stuff on their account - who do you send that to?
Carla
Do we perform jetting services?
Yes