FAQ-Do/Dont's
| If a realtor is calling in and wants a tech to see a home but they're not the owner, can we book the job? | If the Realtor is representing the seller, they can call it in. |
| Does the water company put in back flows for residential accounts? | YES |
| What company works with Home Serve? | H2O Maestro & Shane Elmore |
| Do we send receipts to HomeServe Customers? | No |
| Can a tenant call in to put on a work order? | No |
| Do we service DO NOT SERVICE ACCOUNTS? | No, we do not- we have to check the reason why and with the MOD |
| If the PO # is in the summary, do we have to put it in the PO field? | Yes, in both the summary and the PO field |
| When sending emails, do we have to copy Louisville Leads louccleads@turnpointservices.com? | YES |
| Who do we send employment verifications to? | Jennifer Cobb 859-977-8937 |
| If a customer wants to give us a credit card over the phone do, we put it on file? | Absolutely not |
| Do we mark Apartments as Commercial? | YES |
| Do we install dishwashers? | We only connect the plumbing |
| Do we install garbage disposals? | We connect the plumbing AND clear blockage, Also replace the disposal, NO REPAIR |
| Do we fix leaks from a shut off valve to a barn? | Yes, we fix any leak from a shut off valve |
| Do any companies work on commercial Boilers? | Yes, Greenwell. |
| What are our hours of operation? | 24x7x365 |
| How do we provide ETA’s to customers? | Email dispatchers and cc Louleads |
| What all can we send to dispatch? | ETA, estimates to be scheduled, requests to speak with a tech |
| How long do I stay on the phone after someone puts me on hold? | 60 seconds |
| Can we give out Jeff Zieglar’s phone number? | Yes, and also his email address |
| Do we check vent pipes? | Yes, Plumbing, but reach out to MOD depending on each situation |
| Do after hours fee apply to recalls? | No |
| Do billable accounts get an afterhours fee? |
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| What Email do I use if customer does not provide one? | NA@NA.com |
| Do we work on swimming pools, Jacuzzis? Do we work on pumps to pools? | No |
| If there is mold from a leak, do we book the job? | No, mold needs to be removed by a restorative company before plumbing can be done. |
| Do we do Rough-ins? | No, not as a stand alone job. |
| Do we install undermount sinks? | No, we do not install undermount sinks. no brand of ours installs them. (direct them to a cabinet company) |
| Do we service Boats? | No |
| Do we service Trailers? | No, but we will unclog a drain |
| Do we work with Fire Sprinkler Systems? Irrigation systems? | No, no sprinkler systems |
| Do we work on Septic Tanks/Lateral Lines? | No (we also do not pump tanks) |
| We do not work on: | Radiant Heating Food Trucks Walk in Bathtubs (we do the plumbing though) Radon Detectors |
Scenario Quiz
| A commercial account called in to set an appointment to replace a few drain lines. What job type would this be setup under and what additional tags? | COM PLUMBING, ESTIMATE TAGS |
| An account has $CSR GET P.O$ tag yet they cannot provide you the PO at the moment. What would you do next? | Book call, put in notes “will call back to provide PO” |
| Someone called in and said that they have a missed call, what would you do? | Check call logs to see who called them. Can be found in history. |
| An apartment called in and they have issues with the tub draining, what job type would you select? | COM DRAIN CLEANING |
| Customer called in because they missed a phone call from tech, how would you let the tech know they called back in? | TXT message tech, attach job info. Also email dispatch. |
| A customer tells you they want to set up a billable account, what do you do? | email the sales team the customers job number, contact name, and make sure the email address and phone # for that person is on the account. They will follow up with the customer to get them the appropriate documents. Let the customer know that they will be contacting them. Our policy is that new customers are to pay for the first call, and we can get them set up for billing for future service. (Ted and Donna can override this, and it has to be documented in the job). |
| A job was put on hold, where can you find out why it was put on hold? | Inside history in notes. |
| Customer is calling looking for accounts payable, what would you do? | Email billing. |
| Customer called in to move a water heater to a different side of the house, what job type and tags would you select? | ESTIMATE w/ WATER HEATER tag |
| Someone called in and said they want to replace their copper piping with PVC, what job type and tags would you put this under? | ESTIMATE w/ PLUMBING & ESTIMATE tag |
| Homeserve called in and would like to know about a completed job, what do you do? | Check invoice and read off tech notes. We DO NOT BOOK CALLS with homeserve. |
| Home Owner Exceptions | We appreciate how passionate you all are about making sure the appointment is scheduled with the homeowner ONLY but this has caused some issues with the exceptions to the rule. The exceptions are:
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Homeowner Exceptions
Invoice Tech Notes
