Tom’s team looked hesitant and silently reluctant. Each had received a printed list of steps Tom wanted them to do on every service call. He insisted everyone follow the steps, no excuses.

Dave excitedly demonstrated the steps in their mobile work order app that he wanted his team to do on every call. Each tech practiced with the new online work order system before going on calls.

Back To Our Story…

Tom’s tech, Jason, scribbles down the address of the next job while on the phone with their dispatcher, Mary. He tosses the paper in the passenger seat and drives off.

Dave’s tech, Eric, opens his mobile work order app and views the details of his next call. He reviews the notes their dispatcher, Terry, entered in the work order portal. Looks like a routine call so he drives off.

Jason checks out the customer’s system and gives a ballpark price saying “It should take about an hour to get you up and running” he tells the customer. “You’re probably looking at $200-300.”

Jason was told to always get written customer approval before he starts work, but he blindly accepts the customer’s verbal “ok” as approval. He fails to offer a maintenance agreement as his boss requested and just gets to work.

Eric shows the customer the digital work order to verify their contact info and recap the service call fee. He then diagnoses the problem and quotes an exact price from the HVAC flat rate pricing app just the way his boss demo’d it. “It’ll be $247.”

Eric is prompted in the mobile work order system to get customer approval on the price before he starts work so he hands the device to the customer to sign. The flat rate pricing app offers a maintenance agreement on screen which the customer purchases.

Jason lets out a stressful sigh as he checks the time.  Rats! It took me close to two hours. Now I have to tell the customer that my quote was off.
“What? No way I’m paying that!” barks the customer. “You said it would take an hour.”

Jason sheepishly tells the customer to call the office about the amount, deflecting the confrontation to the office. He nervously leaves without collecting for the job.

In his truck, Jason lets out a loud sigh, then calls Mary to get his next job.

“Here you go”, Eric says confidently as he shows the $247 invoice to his customer. There’s no “sticker shock” because it’s the same flat rate price they already agreed on.
“Do you take credit cards?” the customer asks, ready to pay in full.

Eric swipes the credit card in the field for the correct amount and the money is automatically secured in his work order system. “Thanks for everything—I’ll be sure to recommend you to my friends,” the customer says.

Strolling out to his truck, Eric glances at the flat rate pricing app to get his next job and away he goes!

Tom’s techs are struggling to…

• Remember to offer and sell agreements
• Get approval on repair work
• Quote the same prices for same repair
• Add, subtract, multiply accurately on invoices
• Collect on every call
• Keep customers happy
• Justify their pricing
• Perform as trained

Meanwhile, Dave’s techs continue to…

• Sell a record number of agreements
• Get approval on all work
• Quote repairs consistently with no push back
• Invoice with no math errors
• Collect in full for every job
• Keep customers happy
• Get top dollar for repairs
• Be consistent as trained