Operating Procedures

Rules and protocols

Assigned Status

• Only follow up 15 minutes past the scheduled time frame

  • Example 1. - appointment time is 1-2 pm, follow up during 2:15,

  • Example 2. - appointment time is 3-4 pm, follow up on 4:15

OMW Status

• Only follow up an hour after the updated status regardless of the time appointment is scheduled

  • Example 1. - Appointment time is 3-4 pm, Tech updated status of OMW at 3:30, follow up on 4:30

  • Example 2. - Appointment time is 1-2 pm, tech updated status of OMW at 2:30, follow up on 3:30

Arrived/In Progress Status

• Only follow up based on the arrival time, always check the service listed

• • • 1. 1. 1. Service Calls, Single TV mounting, simple appliance repairs (2 hours)

               1. 1. Appointment time is 1-2 pm, Tech arrived at 2 pm follow up at 4 pm

                  2. Appointment time is 2-3 pm, Tech arrived at 2:30 follow up at 4:30 pm

            2. Handyman hours & Plumbing Hours (based on estimated hours plus 1)

               1. 1. Appointment time is 2-3 pm, Estimate at 2 hours, the tech arrived at 2 pm, follow up is at 5 pm

                  2. Appointment time is 10-11 am, the tech arrived at 11:30 am, estimated time is 3 hours, follow up is done at 4:30 pm

            3. Advance appliance repairs (Drum replacement, Sealed system repairs)

               1. 1. Give the technicians 3 hours upon arrival time

• • • 1. 1. 4. Multiple TV, Smart Home Devices

               1. 1. Give the technician a 2 hours base, and an additional hour for each additional device (tech arrived at 8 am, 1 TV mounting, follow up is done at 10 am, 2 TV - is for 11 am, 3 TV is for 12noon)

• If history indicates that the payment link has already been sent, automatically close the appointment as awaiting payment. Unless notes or chats indicate otherwise

• If no show marker was generated (“I have a customer No Show. Can you please try and contact the customer. I'm here for the next 10 minutes.”) If the appointment has not been updated 10 minutes past the notice close the appointment manually following rules on the dispatch fee

• If tech app notice on cancelation or non-completion of job is listed. Review the listed reason and close accordingly

Procedures

1. Call the technician first, if the tech is unresponsive sent a chat/SMS message

2. Call the customer if tech has not responded within 15-30 minutes

3. If both are unresponsive leave the status as is

4. Leave notes on the appointment after every action taken

5. Always place back appointments on assigned status if date or time were to be changed

6. Always advise the technician to use app to update statuses, send in messages if changes are made in regards to the scheduling to make it easier for them