If you are unable to find information in OneNote, list it here so we can find the answer. Please include your initials.
| Example: Where is waldo? R.H. | |
| Who can explain the difference between Sympathy and Empathy? | Answer: Sympathy is the Ability to take part in someone’s feelings and Empathy is the ability to understand others feelings as if we were going through that situation |
| Under Estimates, f) it says we do Rough-ins, however under FAQ, it says we do not do Rough Ins – fix it one way or the other; or if it applies to a specific company, note that so we can be sure. JZ – | Fixed, thank you. 09/09/20 |
| It may be a good idea to put in basic troubleshooting steps for Headset issues (no sound), etc. In FAQ section. There are times when we don’t have backup, and even though we ‘know’ the steps, we (I’m including me too) may forget, causing delays in helping our customers. JZ
Hi, have a question: re: this — Invoice questions: Calls from a customer regarding an invoice does not necessarily come to billing – please get details to determine who should get the call. Only calls for billed customers who received an invoice (COMMERCIAL BILLABLE ACCOUNTS) and have questions regarding the invoice has incorrect billing information (address wrong/not their property/etc.) should go to Sharon and Wendy. |
fixed, Thank you 09/13/20 |
| Ok, so Sharon and Wendy do not have phones/emails listed in the Contacts List for DH Commercial Accounts Receivable – can we fix that? Thx JZ | fixed, thank you 09/20/20 |
| Does Meetze have a military discount?
Sunny? Hunter? so far I only have Dauenhauer and Greenwell. ST thx JZ others besides DH of those we do work with? |
10%, can be found on Meetze page. We don’t do sunny/hunter anymore. 10/20/20 |
| Can we add an Agent listing of names, location, phone# for internal transfer? I spent a lot of time looking for an agent number and can’t seem to find them. THX JZ | Can be found under ‘contact list’ 10/20/20
Not complete – looking for extensions for internal as well
Do you mean us here at WC? You can transfer inside Touchpoint. I don’t believe we have extensions. |
| Question on if any of our companies clean dryer vents. See Corley has this note: Vents on the outside(crawlspace vents, dryer, bathroom exhaust) But got a call for Meetze, and they don’t clean dryer vents? Please verify which companies do this service, 11/21 thanks JZ
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So that is under a HVAC job, Meetze is a plumbing company. Corley and Ellington would be the only two companies we do HVAC for, which this job would apply. THX!! |
| Do we work on any motor homes, plumbing or hvac for any company? 11/22 thx JZ yes, and no. RVs, Mobile Homes, Campers I guess would be included, but if we work on some Mobile Homes for some services, it would be nice to know what is and isn’t part of our service. Thx 12/28 JZ |
Like RV’s? Or are you talking mobile homes? more clarity <-
Found this in Bev’s one note: we will work on trailers to unclog pipes but nothing else. So that helps a bunch 😊 thx. |
| I know we deliver filters, is there a fee for delivery? 11/22 thanks JZ (all companies) | Depends if they are a member, under warranty or if the specific company charges a dispatch/ah fee. But I believe it would be treated as any other call. wow, not worth $99 to get a filter delivered then.Thx! |
| Do we repair walk-in tubs, like drains, or stoppage? 11/22 thx JZ (all companies) | Yes we will do the plumbing, but my understanding is we don’t install for any company. Thx!! |
| Stupid Question – if someone calls because they missed a call from a tech, should we ALWAYS message the tech so they won’t cancel? 11/22 thx JZ | I like to message the tech. You can also send an email to dispatch asking for tech eta, or a request to speak. Thx!! |
| There are numerous calls where the tech has called the customer, but the customer is not a) answering calls from #s they don’t know or b) blocking unknown numbers. Can we add to call flow during wrap up? “you will receive a phone call from the technician 30-45 min before they arrive. This will be from another number, please make sure to not have your unknown calls blocked, so you will receive our call” 11/23 thx JZ | You are more than welcome to say that
thx
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| If someone calls for info on a repair, but is not the owner, or renter, but instead is preparing to lease the address, are we allowed to send past work results to that person? (I would think no, but wanted to ask.) 11/24 thx JZ | No, home owner or property owner, family member, spouse. But I would assume they would need to go through the seller for that information
thx |
| Follow-up – someone who is leasing a property: can they schedule repairs if they are paying for them?
1/30/2021 JZ |
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| DH OneNote shows they do NOT work on irrigation lines, etc. No other company has that designation. Are we to assume no company works on irrigation lines? If that is so, can we put it on each company’s OneNote – a do/don’t page that can be added to? 12/6 thx JZ | Corley specifies that they will work on the lines going to the system, but not the system itself. We will have to clarify other brands regarding this. thx! |
| Does DH charge commercial accounts the service fee? ($49)? Thx 12/13 JZ commercial accounts are not charged service/dispatch fees – so does DH charge those for commercial accounts? I’m hearing agents tell commercial customers there is a charge. 12/15 JZ |
Commercial accounts are charged after hours fees by DH unless they have the ‘Special Pricing‘ or ‘Goldstar Customer‘ tag. For Greenwell it is the ‘ChadT‘ tag. H2O, Maeser, Elmore, do not charge Billable accounts after hours fees. Thx! |
| For Greenwell, could we get definition for what we actually do for gas fireplaces? I hear repair, inspect. Does that mean we replace/repair the gas element and logs? Would like a bit of clarity in the Greenwell do/don’ts. thx 12/15 JZ | For all brands the following list applies:
Install, repair, reroute gas lines and gas lines only for the following products:
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| Do any of the companies we service clean dryer vents? Thx 1/17/2021 JZ | Corley and Ellington, it is an HVAC service. thx! |
| Service Request – Roof access for clearing drain vent.
Some companies do not do this work as we don’t get on the roof. Mostly I hear in classifications that we don’t do this sort of service. So I need to know which companies do and do not do this service. In the One Note/Tags – Need Helper, specifically says ‘Add when we need to access a roof vent for a drain cleaning.’ Therefore: which companies do we go on the roof for, and besides ‘Need Helper’ do we specify in notes that a ladder will be needed for roof access along with the helper? 1/24/2021 JZ |
DH provides this service.
‘Need Helper’ tag is all that is required for this service to be provided. |
| Kentuckiana – What is this? Companies that work in Kentucky and Indiana specifically? 1/24/2021 JZ | Yes – thx, don’t know the lingo that well 🙂 |
| Shane Elmore Holiday Charge is listed as $145 per Beverly’s One Note. 1/24/2021 JZ | Thanks Jackie, updated our OneNote. 😊 |
| Question: Somewhere in my training I remember that we do not service/drain/repair French Drains. I think it’s for all companies. Can you verify and update Do’s/Don’ts? Thx 1/30/21 JZ | |
Question: would it extend to niece/nephew? If Adult, would it extend to brother/sister? 2/7/21 JZ |
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| Question: Some companies install Tankless Water Heaters, some do not do Electric, only Gas. Some don’t do Tankless – can we find out which companies do what, and put it in the Do/Don’t list for each company please? I could not find info on their websites. 2/8/21 JZ | |
| Question: Plumbing repair. We have a leak in the wall, we open up the wall, fix the leak. What companies also fix the drywall? Heard a call from Meetze that says they don’t do the drywall, and heard others (can’t remember who) who said they do fix the drywall. Can we get a proper answer per company and put in the do/don’t for each? Thx 2/13/21 JZ | |
| Question: for Corelys electrical emergencies, it says if it’s more than 2 rooms then we should tell the customer to call the power company. What’s the reason we would recommend to call them? Just had a customer get upset with me for not being able to tell her why, so just curious for future calls. Thanks!
2.23.21 JL |