When we go to the estimate screen, the system has the ability to look back at previous calls. For example, in this case, the system looks back and sees that a contractor was recommended but declined by the customer on the last service call. The system provides the tech with the opportunity to again make this recommendation to the consumer. Regardless of which technician makes the call, the system allows them to be consistent in their conversation and recommendations to the homeowner, not only for the type of work that needs to be done but for the cost of the repair as well. Once the work is done, the repair is removed from the pending list. The estimate screen provides the customer with everything they need to make a good decision. If a recommendation is declined, it goes to the bottom of the page in a pending status until the next service call. It doesn’t simply languish on the service ticket somewhere sitting in a file cabinet.
Now the service technician is well positioned to present a service agreement. The service agreement screen shows the details of your customized program in a way that allows any technician to present the pertinent features and benefits succinctly, yet completely. It also means that no matter who the technician is on the call, they will present your service agreement program the same way to every customer. The system will automatically track the service agreement regardless of whether it was accepted or declined. If it was accepted and your program allows for a discount on the invoice, the system will automatically compute the correct amount.
At this point the customer has the opportunity to authorize the work by signing the invoice. They first accept the terms and conditions on the screen, then they provide their signature which converts the estimate into an invoice. A review of these two screens yields the following key opportunities for enhanced profit.
- Previous work needed but declined by the customer is brought to the attention of the technician, regardless of which one is on the call, who can then present this again to the consumer
- The service agreement screen will prompt every technician to offer your customized agreement in a way that will clearly and concisely allow the consumer to make a decision
- If the consumer agrees to a service agreement, any potential discounts are automatically computed for the technician
- Every invoice will have a recorded signature which also shows that the consumer has agreed to your terms and conditions
In the next Call Smart blog, we will discuss the invoice, payment and receipt screen.