Could a Single Phone Call at the End of Every Job Change Your Business?
There is important info that HVAC, plumbing and electrical technicians need to be collecting on every job — and sharing with the back office. Here, two members of the Pointman team — VP of Content and Community Tim McGuire and Business Success Coach Dale Bykowicz — discuss those essential pieces of info, and why they mean so much to your business.
When running a home service business or working as a technician it’s easy to forget the little things. After all, there is so much to keep track of before, during and after a visit. That’s why it’s so important to make sure that key pieces of information are collected. And the easiest way to do this is to record it during the visit and then share the info with the back office.
Pointman Business Success Coach Dale Bykowicz is a veteran owner and manager, having served in leadership roles with successful plumbing, HVAC and manufacturing companies. He explains that the “debrief” — in which a tech shares details with the dispatcher over the phone at the end of the job, or records those details in a separate form on their mobile software — is essential.
“Before our techs were dispatched to their next job, we always asked them to call in,” he says. Bykowicz uses the example of a follow-up visit. Let’s say the tech told the homeowner that he would return a few days later. That important detail might make it to the job notes. But what if it’s not shared with the office? It could be several days before it is seen in the notes, and the tech won’t be reminded to return.
“The homeowner might be waiting,” Bykowicz says, “and that call could catch the CSR or dispatcher completely off-guard.” These are the kinds of things that lead to bad online reviews, and a loss of repeat business. In other words, one quick phone call to the office after a job could have a dramatic impact on your company.
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