PRIORITY LIST
URGENT P1 BOOK SAME DAY
Book same day up until 30min prior to dispatch leaving for the day, send message in Teams channel that it was booked and expectations have been set. YOU DO NOT NEED PERMISSION TO BOOK.
Reminders
We do not need to ask dispatch for permission for the same day bookings
Set expectations with the customers, never promise or guarentee anything ever
Empathy and willingness to help with every single customer
HVAC
HC - Service 10+ : System > 10yrs old not working or not working properly & customer wants us to diagnose the issue
HC - Maintenance 10+: (Non Member Maintenance) System is >10yrs old and customer is requesting a tune up for preventative measures or it may not be working properly and they think a tune-up will solve their issues
HC - Sales HVAC System: Customer has an old system that they want to replace or they may want to add
additional items such as a heat pump or ac to an existing furnace. Either way, they are calling to solicit a sales quote
HC - Service 5-9 : System age between 5-9 yrs old not working or not working properly & customer wants us to diagnose the issue
Plumbing
Drains - Mainline Clog: Toilets and showers are clogged or not draining. Two or more drains in the home are
clogging or backing up at the same time.
Drains - Branch Line: Single drain clogged or backing up in the home other than a toilet.
PL - Water Heater "Not Working" : No hot water in the home.
LD - Active Water Leak : No water to the home, or the customer states that they have a water leak outside or in an unfinished space, but do not know where it is coming from.
PL - Frozen/Pipe Burst: Active water leak inside the home in a finished space
LD - Gas Leak : Customer smells gas - May need to instruct to call the gas company depending on the severity while we are working on dispatching a technician.
PL - Sales PL Equipment: Customer wants a quote for a new hot water tank or tankless water heater.
Electrical
Diagnose the issue EL - No Power: Customer states that they have no power to their entire home or to a large portion of their home, but their neighbors do
EL - Estimate "Panel": Customer calls in and states that they would like to get an estimate to replace an old electrical panel.
EL - Panel Service : Electrical panel is arching or sparking, and breakers are tripping an cannot be reset
Normal P2
Book starting NEXT DAY
HVAC
HC - Maintenance 5-9: (Non Member Maintenance) System is between 5-9 yrs old and customer is requesting a tune up for preventative measures or it may not be working properly and they think a tune-up will solve their issues
HC- Service 1-4: System age between 1-4 yrs old not working or not working properly & customer wants us to diagnose the issue
HC Sales - HVAC Accessory: Customer calls in stating they would like a quote for a new thermostat, indoor air quality, ductwork, ect. Basically a quote for anything HVAC related except equipment.
Warranty/Recall : Customer had a new system installed by us less then a year ago and it is now not producing heat or cooling to the home
Plumbing
PL - Service General: Customer calls in and states that their toilet is running non stop, the shower isn't mixing the hot and cold, my insta hot isn't working, my faucet won't stop dripping, etc.
PL - Hose Bib : Customer states that their hose bib wont stop dripping or it leaks when its on.
PL - Maintenance Boiler : Customer calls in wanting an estimate to replace their boiler or they want a preventative maintenance performed on their working boiler. CSR must indicate the call reason in the notes.
PL - Boiler 8+ Not Working : Customer calls in and states that their boiler is not working.
Electrical
EL - Sales EL Equipment: Customer wants a quote for an EV Charger, new outlets, fixtures, bathroom fans, ect. Basically, the customer's electrical components are working, they just want us to provide enhancements or additions to the home. - Note the circumstance difference between sales bid & service/diagnostic
EL - Service/Diagnostic : Customer states that something in the home is not working properly and they want a bid to repair or replace it such as an outlet, a light switch, or a bath fan - Note the circumstance difference between sales bid & service/diagnostic
Gen - Sales Generator : Customer calls in and wants a bid to install a whole home generator
Low P3
Book starting 3 days out
HVAC
HC - Duct/Dryer Vent Cleaning:Customer expresses interest in getting their ductwork or dryer vent cleaned.
HC- 1-4 Maintenance: ( Member Maintenance) System is 1-4 yrs old and customer is requesting a tune up for preventative measures or it may not be working properly and they think a tune-up will solve their issues
Warranty/Recall : Customer had a new system installed by us less then a year ago and the system is working but there are concerns they want us to address
Plumbing
PL MSI: Member and non-member plumbing maintenance request.
Electrical
EL- Electrical Safety Inspection : (Member Electrical Safety Inspection)