Templates
Working documents for your office. Adapt them to your shop.
BOOKING CALL CHECKLIST [ ] Greeted by name and company [ ] Mentioned our history with the customer [ ] Asked what is going on and how long [ ] Explained what the visit does for them [ ] Offered two time windows [ ] Read back date, window, address, best number [ ] Noted gate codes, pets and concerns for the tech [ ] Said what happens next (confirmation, reminder) [ ] Did not diagnose or quote repairs
MISSED-CALL AUDIT Month: ________ Total inbound calls: ________ Answered calls: ________ Answer rate (answered / total): ______% Weakest two hours: ________ and ________ Weakest day: ________ Missed callers who never booked: ________ x Booking rate: ______% x Average ticket: $________ = Revenue at risk: $________ Change we will make first: ________________ Owner: ________ Review date: ________
ESTIMATE FOLLOW-UP Day 1: Thank them. Answer open questions. Day 3: Has anything changed? Any concerns? Day 10: Offer a second look or financing review. Day 30: Is this still on your list? Day 90: Move to seasonal outreach. For every open estimate, record: Owner: ________ Next step: ________ Date: ________ Why it stalled: Price / Timing / Trust / Second opinion / Other
NO-CHARGE VISIT CALL OUTLINE OPEN: "Hi [name], this is [you] with [company]. We've taken care of your [system] before." REASON: "We're checking in with customers whose [system] is about [age] years old." OFFER: "We have no-charge [inspection] visits open in your area this week." CHOICE: "Would [day, window] or [day, window] work better?" VERIFY: Read back date, window, address and best number. CLOSE: "You'll get a confirmation. [Tech] will review how your system is doing." Have counsel review your script and calling consent.
SURGE PLAN Trigger (forecast or call volume): ________ Who moves to phones, in order: ________ Overflow goes to: ________ Priority 1: No heat or cooling with vulnerable occupants Priority 2: Active leaks, safety issues Priority 3: Other service Hold message and wait-time wording: ________ Callback tracking owner: ________ Tech overtime rules: ________ After the event, review: calls, misses, jobs, revenue
DAILY OFFICE SCORECARD Date: ________ Inbound calls: ____ Answered: ____ Answer rate: ____% New leads: ____ Worked within 5 minutes: ____ Booked: ____ Open slots tomorrow: ____ Confirmed for tomorrow: ____ No-shows today: ____ Estimates followed up: ____ Callbacks due: ____ Completed: ____ One thing to fix tomorrow: ________________
RIDE-ALONG SCORECARD Tech: ________ Rider: ________ Date: ________ Job: ________ Score each 1 (needs work) to 3 (strong) Reviewed job notes before arrival ___ On time, or customer told in advance ___ Introduction, ID, shoe covers ___ Asked what the customer has noticed ___ Full inspection, with photos ___ Findings explained in plain language ___ Options and price before work began ___ Work tested with the customer ___ Area left clean, walk-through done ___ Notes and photos finished before leaving ___ One thing done well: ________________ One thing to practice: ________________ Next ride-along date: ________
CALL GRADING SHEET Agent: ________ Date: ________ Call ID: ________ Yes / No [ ] Greeted with company and name [ ] Let the caller finish [ ] Showed empathy for the problem [ ] Asked about safety when it applied [ ] Confirmed name, address and history [ ] Explained what the visit does for them [ ] Offered two time windows [ ] Did not diagnose or guess at repair prices [ ] Read back date, window, address, number [ ] Said what happens next Booked? Y / N If not, why: ________________ One thing to keep: ________________ One thing to change: ________________
NEW TECH 30-60-90 Name: ________ Start date: ________ Mentor: ________ BEFORE DAY ONE [ ] Truck, tools, uniform, logins ready [ ] License and driving record checked FIRST 30 DAYS [ ] Rode with senior techs, all job types [ ] Learned the app and standard visit [ ] Weekly check-ins done DAYS 31-60 [ ] Running simpler calls with backup [ ] First scored ride-along [ ] Practiced options and pricing DAYS 61-90 [ ] Running a full route [ ] Second scored ride-along [ ] Skills matrix updated [ ] 90-day talk held: ________
SKILLS MATRIX L = learning H = can do with help A = can do alone T = can teach Task | Tech 1 | Tech 2 | Tech 3 | Tech 4 ___________________|________|________|________|_______ ___________________|________|________|________|_______ ___________________|________|________|________|_______ ___________________|________|________|________|_______ Tasks only one person can do: ________________ Who learns them next, and by when: ________________
UNSOLD ESTIMATE LOG Customer: ________ Advisor: ________ Estimate date: ________ Amount: $________ Written options sent same day? Y / N 2 days: Called ____ Result: ________ 30 days: Called ____ Result: ________ 90 days: Called ____ Result: ________ 180 days: Called ____ Result: ________ Reason not sold: price / timing / competitor / trust / other: ________ Asked us to stop? Y / N Date: ________