When customers call in concerning questions about current jobs, please transfer the call first to the appropriate Service Manager. If the service manager isn’t available at that time, please let the customer know they will receive a returned call by the end of business today.
Make sure we have the correct job and contact phone number they are calling about.
Do not attempt to answer questions for the customer unless they ask for copies of the estimates provided.
Send a note in Teams – Plumbing Follow-up.
The note must have the customer’s name, small info concerning questions, and the link to the job.
DO NOT ADD ANY OTHER COMMENTS OR INFO WITHIN THIS TEAM’S THREAD. If you miss information, you can add it to the job history notes and pin it to the top.
The service managers will mark the comment with a “thumps up” to mark as completed. They will also provide any other further notes in the job summary if required.
Do not park these calls, attempt to transfer and if no answer then take a message and inform the customer “The plumbing manager will follow up with you by end of business day.”