The customer didn’t answer
Depending on the emergency of the case, call the customer again a few more times (immediately, if the technician is waiting, and closer to the time of the appointment if you/tech tried to call in advance).
If the customer didn’t pick up 3+ times when it’s appointment time - let the technician know and put it in PENDING – NO ANSWER.
Follow up on the same day and a few days after using the follow-up template.
A customer was told that we will order a door/parts for him
Tell the customer that we will double-check with the technician. Clarify with Daniel G if the parts are ordered.
If yes - put it in PENDING – WAITING FOR PARTS for the approximate date parts should arrive.
If no - put it in PENDING – WAITING FOR PARTS TO BE ORDERED for the approximate date you should follow up regarding the parts order.
Follow up with the customer on the day when the parts arrive and set up an appointment.
A customer asked to cancel the job for now, not sure about the date
Ask the customer if they would like us to follow up in a few days/week and put it in PENDING – WILL CALL BACK.
Follow up with the customer in a few days using a follow-up template.
A customer received an estimate and will call us back with approval
Ask the customer how many days we can follow up and put the job in PENDING – QUOTE FOLLOW-UP for that time.
Follow up with the customer in a few days using a follow-up template.
The technician is waiting for confirmation from the suppliers
Explain everything in the notes, put the tag “Clarification” and push it in SUBMITTED for the closest time you can check it with suppliers/Daniel G.
Follow up with the customer as soon as you receive information about their parts and schedule an appointment.
You are waiting for updates from subcontractors and they don’t reply
Put it in SUB UPDATES.
Follow up with the subs the next time they are available.
You’ve received the parts, but the customer says he/she is not sure about the appointment day
Leave an explanation in the notes and put the job in PENDING – WAITING FOR INSTALLATION DATE for the closest time we can follow up with the customer.
Follow up with the customer in a day/few days depending on the customer’s request.
Follow-up template:
Hello, it's [your name] from Up & Down Garage Doors. I'm calling you in regard to the request we have for [garage door repair/ opener replacement / etc] at [address]. Do you still need help with that?
YES → schedule an appointment
NO → Alright then. Thank you for contacting us anyways. Feel free to call us anytime if you ever need any type of garage door service. Thank you and have a great day!
