by Mateusz Kuczera
Published January 9, 2023
Eclectricity is a company which provides electrician services to troubleshoot and repair electric issues throughout the city. Robert is an electrician and Mila is the company’s dispatcher, sending workers to the jobs the need to completed. A client calls Eclectricity for a job and Mila answers.
“Eclectricity, this is Mila. How may I help you?”
With an obviously distressed voice, the client says “it’s minus thirty outside and half the building doesn’t have any heating! You have to send someone now!”
Mila, a little taken aback, responds “Alright, I will send someone right away!”
“Thank you!” responds the client and hangs up.
Mila takes the phone and immediately calls Robert who is already on a job. With the same sense of urgency as his client, Mila tells Robert “Robert! You have to go to a client! They lost heating to half of the building and need someone as soon as possible.”
Robert, being the experienced electrician he is, calmly responds “who is the client and what’s the address? And did you ask if the heating was electrical?”
Mila freezes, stays silent for a few seconds before finally saying “let me call you back.”
Even in the middle of a panic, there are fundamental things that need to be verified before agreeing to do work for a client, old or new. And even after the work is done, actions need to be taken to finalize.
Before committing to a client that work can be done, several different aspects need to be confirmed. Below is a summary list of the questions to ask prior dispatching a technician to a job site.
Once on the job, the technician needs to collect information about the problem. This information must be added to the work order whether during the task or very shortly after it has been completed. It is recommended to provide 30 minutes per job to allow workers to complete their work orders correctly.
After the work order is completed, it is necessary to confirm that the problem has been solved. If there is a need to schedule a follow-up call or an inspection, it is recommended to add a new work order prior closing the current one. When closing the current work order, the following checks are needed to ensure information is accurate.
When the job has been completed, depending on the client type, it is recommended to proceed with two different payment approaches. For larger clients, sending invoices as the jobs are done and waiting for lump sum payments is the preferred approach. Larger clients manage payments in a structured manner and prefer providing payments periodically.
For smaller clients (residential and such), it is recommended to receive payment immediately after the job has been completed. While this requires digital integration, it is the most efficient and effective way to receive payments for jobs.
Managing day-to-day service operations in a small business is not rocket science, but requires careful planning and flawless customer support. With checklists, a planning software, and an invoicing software, operations management becomes easier and scalable, leading to better customer satisfaction. But managing inventory is also mandatory for service. Read more on inventory management!