After every phone call, write in Customer Notes under Profile who you just talked too, what they want, and if you still need a text from them.
Customer Notes are an excellent way to eliminate no call / no shows. If a customer texts you, they are serious about the appointment.
Tell the customer you will look at the schedule and figure out when we can schedule an appointment.
- Ask them what their preferred availability is?
- If they say, “Well, I work from 8 am – 5 pm.”
- Explain: “We are very family and employee-oriented, and to provide you with the best customer service. We’ve found it’s best for us to work during normal business hours versus scheduling overtime.” “Our first call is always between 8:30 am – 9 am and our last call is always scheduled at 230 pm.”
- Ask them if there is any way they can meet on their lunch break?
ALWAYS WRITE THE TASK YOU HAVE TO DO IN NOTES EVEN IF YOU PLAN ON DOING IT RIGHT AWAY.
You may delete the note after you complete the task.
ANY QUESTION OR TASK YOU HAVE, MAKE SURE YOU WRITE DOWN IN NOTES.
Even if it is calling a customer back; write that down in notes.
Scheduling blocks for Troubleshooting calls:
- First call is always between 830-9
- 2nd window is always 1030-1230
- 3rd window is always 1-230
Scheduling blocks for Set Pricing work:
- First appointment is always between 830-9
- 2nd appointment is always between 1- 230
If you schedule two-Set Pricing work orders in the same day for the same electrician, then let the customer know for the 2nd service call that a second day may be needed if the electrician cannot finish by the end of the day.
It is best to schedule an electrician with one-set pricing work order and one-troubleshooting call at the end of the day.
SAFE HOME PLAN
Make sure to mention to every customer our new SAFE HOME service agreement and tell them the features and benefits of it.
“I will go ahead and schedule your service call. I want to let you know about this great deal we have going on. We are rolling out service maintenance contracts which are a great deal for you!”
In our service agreements, we waive the trip charges for service calls. We also give you a 15 percent discount on labor. We sell our service agreements for only $200/year. It includes 2 scheduled maintenance checks and all the discounts on future service calls. Would you be interested in purchasing this maintenance contract? We only offer this to existing customers. We can schedule your first maintenance check in 45 days.”
When scheduling a job, must enter complete information for every customer.
You must look to see if caller is an existing customer?
If they are an existing customer, then you add Customer Tag “Repeat” and “what year they became a customer.”
If not an existing customer, then must enter appropriated Customer Tags of “year they became a customer” and type of customer either
- Contractor and New Construction
- Contractor and Remodel Work
- Property Management (example, Realtor)
- Maintenance Contracts
- SAFE HOME PLAN
- Service Provider (example, Home Warranty, Smart Home, specialized industries)
NOTE: Customer tagged as “Contractor” do not receive “On my way!” texts or appointment reminders!
If a customer books an appointment online, you must call the customer back to thank them for booking online. Moreover, to confirm appointment. Our HouseCall Pro (HCP) system only allows customers to book appointments as invoices. So, you must confirm with customer what they want? Free Estimate or Invoice. If they want an estimate then convert work order from invoice to estimate in HCP system.
Must write as much information in the Job Notes section as possible, so electrician has the best understanding of what they are going to do.
If you get a call about a customer complaint, let them know that a service manager will be in contact with them.
Also, we want to get the reason for the complaint and show empathy and understanding. “Oh my gosh, I am so sorry about that. That must be really frustrating for you!”
<PAUSE FOR CUSTOMER RESPONSE> “I am so glad you called us. I will get in touch with a service manager right away who will get in touch with you. Thank you for your call.”
SAMPLE TROUBLESHOOTING PHONE CALL
“This is _________ with Bickimer Electric
“Hi, I have an outlet/switch not working. I can’t figure out what’s wrong.
“I have a problem”
- “My lights not working”
- “My fan not working”
- “My appliance not working”
- “My breaker won’t reset, not working”
“I’m not sure the issue. Can you come to take a look?”
“Yes, that’s no problem. We can definitely help you out with that. The way our pricing works is we have a $75-dollar trip charge, and then for troubleshooting issues we are time and material. We are $120/hr with a min of 1 hr.”
“Ok, when can I get on the schedule, and do you know how long it will take.”
“Our company specializes in troubleshooting, and they are all master electricians and can usually fix the problem in an hr or two. However, there is always the situation where the problem is concealed, meaning it is in the walls, and that can take longer. We always notify you if that is the case and get your approval if we have to cut drywall or fish any wires. Can you text me your name, address, and email and I will look at schedule and see when we can get you in.
“Do I text to this number?”
Yes, you can text to this number. What does your availability usually look like?
**** I’m flexible
Ok thanks, text me that info and I will text you right back.
***** If they say “ Well, I work from 8-5” Tell them “We are very family and employee-oriented, and to provide you with the best customer service. We’ve found it’s best for us to work during normal business hours versus scheduling overtime.” “Our first call is always between 8:30 am – 9 am and our last call is always scheduled at 230 pm.” Ask them if there is any way they can meet on their lunch break?*****
Sample call with Miscellaneous items
****Note: These are examples of appropriate responses. However, we want you to personalize the phone calls once you get the responses down. Compliment and get excited with the customer. Make it an enjoyable phone call for the customer.*****
Surge protectors You:
This is ____ with Bickimer Electric
“Do you guys install whole-home surge protectors?”
Yes, we do, we charge $250 for that. Are you guys having problems with surges in your home?
“Can you install an outlet up high on the wall for a tv?”
Is there an outlet right below it?
We charge $150 if there is an outlet directly below it that we can fish up an outlet. However, our min service call is $195 so if you don’t have anything else it would be $195.
“Do you guys install outside outlets?”
does it need to be dedicated? What will you be using it for?
“Nothing big, landscape lights or my grill.”
We can tap off an inside outlet right on the other side of the wall where you want it and install it for $250. If it needs to be dedicated, meaning it runs directly from your panel, it depends on if the area the panel is located, and if it is an unfinished section and how long the run is. If it’s less than 30 feet, then we charge $370. If it’s longer than 30 feet, it can be anywhere from $370-$550. Would you like our service manager to take a look or can you text me a picture of the area? That is very exciting that you want to add exterior lighting. Would you like to set up a time with one of our lighting specialists? They can come out and discuss your project. We can give you great ideas to help make it as efficient as possible and also make sure that you get everything you want. Security lights as well as accent lighting!
“You guys install can lights.”
Is there attic
access or do we have to cut drywall?
“I have a fixture right now where I want the can light”
Ok, we charge 250 to make it a can light and 200 a can if you would like to add any. Its 250 a can if we have to cut ceiling to get it in. We won’t know if we have to cut ceiling or not until we know which way the trusses run. If you want a dimmer, we charge 46/ dimmer.
**Note: if customer asks for three way switching, service manager will probably have to take a look to see if it can be done
Scheduling An Estimate
- “I want to add some pendant lights”
- “I want an outlet for xmas lights”
- “I have several miscellaneous electrical projects”
Ok great, would you like us to come out for an estimate?
Ok, can you text me your name, address, and email and I will look at the schedule and see when Mike’s first available is? What does your availability usually look like?
New Electrical Panels
“What do you charge for a new panel.”
We charge $1250; there is catch though. When we go pull the permit, KCP&L will come out to pigtail the service so we can work on it safely. If they see that your outside meter can/mast is not up to date, they will make you replace that as well. We charge $1250 for a new meter, masts, weather-head, point of attachment, guy wire, and new ser cables. If you want to text me a pic of your meter can setup, I will be able to tell if KCP&L will make you upgrade.
“Ok, how long does the process take.”
So, we can pull-the-permit today. Once
we pull-the-permit, it takes KCP&L 3-5 days to send a planner out there to
make sure everything is ok with your meter can set up. Once they do that, it takes another 3-5 for
them to send a truck out to pigtail the service. Once
they install the pigtail, we can start right away.
So minimum it will take 6-10
days from when we pull permit.
“How long will my power be out.”
Most of the day. We will start between 830-9 and power will be off most of that day. Inspector will also stop by that day to inspect the work. Once we pass the inspection, they will notify KCP&L to remove the pigtail and install your regular power line.
“How much to upgrade from 100 to 200 amps?”
To upgrade, you will need a new panel, a new meter can, and a new upgraded wire. We charge $1250 for a new panel; this includes making sure your service has a ground and a supplemental ground. $1250 for a new meter; this includes the meter can, mast, poa, weather-head, and guy wire. Lastly, $500 for new conduit and ser cable from meter can to panel.
“How much do you charge to do a small job like switching 2 lights to LED?”
We charge $35/LED Trim. However, we have a $195 minimum service call. Do you have any other electrical work you need to be done? If not, it would be $195 for the labor and $30 for the material. So, the total would be $225.
Realtors and New Home Buyers
This is __________ with Bickimer Electric.
“Hello, we just moved into a new house, and we have a list of things that need to be done. I was wondering if someone can meet us out at new house to take a look?”
“Congratulations on your new home purchase. I’m really excited for you. Is this your first home? That’s great! Did you get an inspection? Do you have an inspection report?
“Yes we do.”
Can you email us the inspection report? Many times, our service managers can give a reasonable estimate based on the inspection report and pictures that come with it. If there are items on there that he cannot estimate, he will set up a time with you to take a look. I will text you the email address to send the report too. [email protected]
*Cross-Sell the SAFE HOME service agreement contract! Always bring this up.*
“Hi, I’m a realtor and have a client that needs some electrical work done.”
Ok great. We provide free estimates. Do you have an inspection report that we can take a look at?
If this is
the first time we have talked with this realtor, refer to the realtor manual to get to know them. We want to
become their preferred electricians. Make sure they know we give free estimates
off of all inspection reports. We are here to help if their clients have any questions. We want to be involved in every house
they sell or buy. Personalize and humanize. Make sure to tag the customer as
“Realtor,” that way, we can run special reports for them and check-in. Realtors need to be our
“We got an inspection done. The inspection report says to bond the CSST connection. Is that something you guys do?”
Yes, we typically charge $300, if the CSST connection is in an unfinished part of basement and the same location as your panel or water line. If it is a finished basement and we have to do some fishing, we would have to come out and take a look to see what can be done and how much it will be.
“How much to install a GFCI?”
We charge $55/GFCI. However, we charge $195 minimum per service call. If you have less than 4, it would be $195 plus the cost of the GFI ($22 ea).
“I think there may be something wrong with my panel and I want to make sure it is safe. Can someone come out to take a look?”
We can definitely come out to look. We charge $250 for panel inspections. That includes (see Panel Inspection Checklist). If you want us to check out your whole house. We charge $400 for that which includes (see Whole Home Inspection Checklist)
This is with Bickimer Electric
“Do you guys hang ceiling fans?”
Yes, is there electrical in the room where we are going to hang fan or do we need to install that too?
“No, there is no electrical” You:
Ok, we would need to install a fan rated box and a switch leg. Is there attic access above the room or is there a room above it?
****(there is attic access)
Ok, we charge $300 for the fan rated box plus switch leg. Our price for hanging the fan depends on ceiling height. How tall is the ceiling?
“Not sure, the standard height.”
Is it between 8-10 feet?
Ok, then we charge $150 to hang the fan.
******(there is no attic access).
Ok, can you text me a pic of the room. I should be able to give you an estimate off that. Can you also text me your name, address, and email so I can get you in the system and send you an estimate?
This is an excellent time to cross-sell. Suggest, ‘This might be a good time to install recessed lighting, which is very popular since we will be up in the ceiling already. Especially if the room is a den or living room.’ Always thinking outside the box on ways to add services. You could also talk about a special you have on your SAFE HOME service agreement contract.
Fixtures and Chandeliers
“Do you hang chandeliers?” “Do you install fixtures?” “Do you install floodlights?”
We do. Our price depends on two things. Ceiling height, and the number of pieces in a fixture. Can you text me a picture of the [type
of fixture] you want to be hung and how
tall the ceiling is?
Ok great. Can you also text me your name, address and email so I can get you in the system and email you an estimate?
*Cross-sell here! Ask them if they have any other fixtures they would like to hang? Maybe they want to add lighting? Can lights, pendant lights, etc.