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The Full Service Call Procedure

 

Step One:  https://youtu.be/kEa9uRWdgXo


 

Receive proper "appointment" from dispatch. Via tablet or mobile If necessary, write down all the information.

Verify payment method and amount

Verify service address versus billing address

Get any history as may be required, review previous recommendations

Make any diary entries into your log as YOU may need, dispatch times, spiffs etc.

 

Determine if parts must be obtained prior to arriving at Job site

Verify the best route to the site, do not just accept that GPS is correct, always confirm

Call client and give anticipated arrival time, use texting app to share GPS if available

 

Step Two:  https://youtu.be/n4R9XE5apBo

 

Make sure Floor savers (shoe covers) are in your pocket

Make sure you know the clients name and use their name

Have any presentation or promotional items ready (if there is a promotion)

Arrive at home, when possible do not park in driveway.

Knock on door first, if no response then ring door bell. Be sure to stand back from the door at least 3 feet, so the client can see you and not feel crowded.

Introduce yourself and give the client a business card.

Install floor savers and cofirm the vehicle is parked in a location that is okay with the client.

Show promotional or presentation materials.

Step Three:  https://youtu.be/ZOrINAVqv8E

Confirm all information with client before beginning

Verify the service request and be sure to use your Credibility Statement

A Credibility Statement is a way to make the client feel at ease with you in the home. Remember they have a problem, they are in a fearful state, they don’t know what to expect, how much is this going to cost, how am I going to pay for this, can I trust their recommendations, …….

IT IS YOUR JOB TO MAKE THE CLIENT FEEL GOOD...WE SELL THE FEELING THE CUSTOMER HAS EVERYTIME THEY ENGAGE WITH THE HOUSE CALL COMPANY

Every Customer wants to know the answer to the following 5 questions:

  1. Is this the right person to take care of the problem I am having today?

  2. Is this the right company to do the work?

  3. Is this the right solution to my problem?

  4. Is it the right time to have the work done?

  5. Is it the right price, how will I know I am not paying too much?

The challenge for you is that they will never actually ask those 5 questions.

The credibility statement should address the first 3 questions.

If you answer 1,2 & 3 well then they will believe you as they answer 4 & 5 themselves.

Here is an example credibility statement…

 

Hi my name is (Insert Your Name Here) and I understand you are having a problem with your (insert whatever problem you are there for). The good news is that we have I been able to help lots of clients in the same situation, so I am going to make sure you get the help you deserve as well. As you may know with the House Call Company we don’t just fix the problem but we make sure we offer you several options so you can make the best choice, and we can even help you with financing if it is needed. So why don’t I get started….

Please take a moment to notice that you are not promising to do anything, other than make sure they get the help they deserve. We often put way too much pressure on ourselves by thinking we are supposed to know everything, or think the customer will think we don't know what we are doing if we never worked on the problem they are having. This credibility statement should take all that pressure off of you and provide a high level of comfort for the customer.

Name as it appears in our records

Amount and method of payment, and that you will be collecting when complete.

Ask if they are a Peace of Mind Member of if they are going to pay retail

If they are not enrolled in our Peace of Mind program,  leave the enrollment form with the client. If they are a member of our program, make sure to congratulate them for being a member.

 

Step Four:  https://youtu.be/6lTQaBCrKns

Explain our dispatch/service procedure

 

Explain our flat rate upfront pricing, so they always know what they are paying

While I am evaluating today's problem, I will make note of anything else that could cause a problem in the future or cause high utility bills. I will go over each of them with you.

Once I have located the reason your system has stopped working or malfunctioned, I will go over ALL you repairs options to get your approval before proceding.

Explain the WOW question and that you will be asking the WOW question when you complete today.

"So have I "WOWED" you with my service today? Is there anything that you are not 100% satisfied about? Please let me know so I can take care of it right now.

Let the client know where you will be in the home to complete today's service and determine if any areas of the home are "off limits"

Have the client direct you to the problem and begin your diagnostic, make note of any items that may need to be addressed. Be sure to record Model & Serial numbers in data base and capture photos of equipment by standard company practices

Place Company stickers on all equipment

Verify pricing and availability with your truck stock or vendor before presenting solutions to the client. Make sure proper revenue objectives can be met. Call manager for assistance if needed. Complete the Quick Flat Rate Pricing Guide https://www.google.com/url?q=https%3A%2F%2Fsites.google.com%2Fhousecallcompany.com%2Fquickflatratepricingguide%2Fhome&sa=D&sntz=1&usg=AFQjCNEtkyhjiopVcptwTyMQ3JW6sna_9g

 

Prepare pricing recommendations for client on mobile device or invoice. Make sure to always price ALL items that could be potential problems in the future or cause high utility bills. MUST give three estimates/options every time

Let the client make the decision about which items are important to them, but be sure to explain the negative effects of not addressing the problem and how it may void warranties and incur future repair fees.

If the work cannot be completed at the time of the initial service, call the dispatcher while with the client and get the return service scheduled now. DO NOT leave without getting scheduled

Collect for any service you have done so far.

When you debrief, Let the office know if the part is being shipped to shop or if we have to pick it up Let the office know what date it is expected

If the client approves the repair, order the part right then. If you are doing the repair at the same time of initial service, go pick up the part, issue a PO, scan receipt into electronic record , if you cannot get the receipt copy into the record you can email  it to (service@housecallcompany.com)

Scan and or send copy of receipt before you leave the supply house.

 

Many times you will uncover potential problems that will require a team consultant to meet with the client. Call the office while with the client and set the appointment now.

Explain our repair warranty plans only applies when all recommended repairs are accepted.

Although the equipment/system may have been working fine until now, one failure/problem may lead to others. Repairs of related items have to be addressed with today's repair

Always recommend a system replacement quote for repairs exceeding $800.

When systems get older, all the system parts are aging at the same rate. Today's repairs may be just the begining of more repairs. A system quote is a good idea

When the client has to make a decision about replacing a major item in the home when it is broken, they are less likely to be able to make a good decision.

Capture and record approval. When working with 3rd party (warranty companies) payment, be sure to capture any approval codes, PO#, or person authorizing payment as well as amount approved.

Refer to specific procedures for Warranty companies, or other clients as needed.

Step Six:  https://youtu.be/GqpoTjrRXfQ

Once you have acquired appropriate approval, it is time to complete the repairs.

Be sure to keep your work area clean while working as well as clean up after yourself.

Use tarps or drop cloths to protect work areas.

Test to ensure the repairs are complete and the system operates/functions in all modes. MAKE SURE THE CLIENT SEE IT WORKING IN ALL MODES

Once you have completed APPROVED repairs, demonstrate the system operation in all modes to the client.

Ask the WOW question NOW

"So have I "WOWED" you with my service today? Is there anything that you are not 100% satisfied about? Please let me know so I can take care of it right now.

If you cannot complete the approved repairs today...

Order any parts that may be needed for the job and include...... (add your notes directly to the client record)

Vendor Name, phone number, a the person to whom you spoke.

The cost and anticipated arrival or delivery date. Indicate if part is coming to office or vendor location.

Make sure all the information necessary for the job completion has been sent to the dispatcher and a new appointment has been created.

Restore your truck to it's orginal condition, if you need to order restock...do it now. Other than the vehicle exterior the truck should be in the same condition as the day it was assigned to you.

When possible, this a good time to inform dispatch that you will be ready for another appointment shortly, please prepare your next appointment.

 

Step Seven:  https://youtu.be/Yt3_eYDKgSA

Complete any required "paperwork" or data entry.

Warranty information for returning defective parts, Use generic warranty form if vendor form is not available.

Recovery or Refrigerant usage reports

Pricing work sheets     Quick Flat Rate Pricing Guide

Complete data entry for invoicing, be sure to write a brief description about the work you performed that can be understood by anybody. Basically a "stand alone" short story

If any manuals were included with parts or equipment, be sure to leave with client and note on invoice.

Collect or process payment, best practice is to use an envelope to keep up with payments, be sure to capture job/appointment number, you will need it when you turn in payments to office

Have client sign that work has been completed, and the operation has been demonstrated and explained. Email the copy to the client NOW, if there are unapproved estimates email those as well NOW

Send electronic data to office. Turn in paperwork at next office visit.

Record time and notes in journal if desired. Capture your numbers for reporting, Update your performance pay data, Fill out logs, forms, etc.

Inform dispatch that you are ready for another appointment, and that you are ready to debrief. It is best to text the office (duty phone 757-714-2117) but if you don't get an acknowledgement or call back in 5 minute, then please call the office. (if you get the answering service, DO NOT leave a message, just hang up and try again in a few minutes.

 

Step Eight:  https://youtu.be/jmk3U7zh__U

 

Be prepared to debrief or confirm the following information...

Method of payment and total collected

Any truck stock requirement that involves dispatch

Revenue amount of any approvals that were not completed at this service visit.

The client's answer to the WOW question.

Any follow up information or actions needed to fulfill any needs of the client.

Any changes that need to be made to the client record.

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