Residential Dispatcher / Customer Care Manager

• Build a strategic business action plan you can implement immediately
• Understand how work gets processed through roles, not the owner
• Apply step-by-step operating and work delivery processes
• Clarify employee vs. manager responsibilities for consistent execution
• Use labor utilization planning to prevent margin erosion

4.1 Service Agreement Selling Strategies

• Recognize objection types and apply structured responses
• Use a 4-step consultative selling process
• Apply proactive repair and service agreement selling standards
• Present coverage options and help customers choose based on pros/cons
• Included Resources: Repair call handling procedures; service agreement selling procedures; service agreement first-call presentation

4.2 Service Agreement Proposal Formats (Short & Long Form)

• Use standardized agreement templates to reduce variation and risk
• Improve clarity of scope, exclusions, and responsibilities
• Included Resources: Service agreement proposal templates (short/long)

4.3 Project / Design-Build Selling Essentials

• Use professional cover letters and proposal structures
• Present qualifications in a way that increases trust and win rate
• Included Resources: Project first-call presentation; project proposal template; cover letter & statement of qualifications package

5.1 Service Repair Work Delivery Standards

• Understand why written standards reduce chaos, callbacks, and inconsistency
• Apply step-by-step repair workflow from lead to close-out
• Included Resources: Service repair work delivery standard procedures (Word)

5.2 Service Agreement Work Delivery Standards

• Apply a consistent agreement workflow from lead to completion
• Improve inspection consistency and customer experience
• Included Resources: Service agreement, work delivery standard procedures (Word)

5.3 Project Work Delivery Standards

• Execute project workflow from lead to completion with consistent controls
• Reduce risk through standardized close-out and documentation
• Included Resources: Project/design-build work delivery standard procedures (Word)

5.4 Start-Up, Maintenance & Finance Procedures

• Apply equipment start-up and maintenance task standards
• Implement quality assurance checks
• Use receivables/payables procedures to protect cash flow
• Included Resources: Equipment start-up and maintenance tasking procedures; accounts receivable/payable procedures

5.5 Inventory, Tool Control & Customer Care Standards

• Implement inventory and tool control procedures to reduce shrinkage and waste
• Apply standardized customer care call handling procedures
• Included Resources: Inventory and tool control standards; customer care call handling standards

5.6 Labor Productivity Optimization

• Understand field productivity metrics and what drives them
• Apply procedures that improve efficiency and accountability
• Build buy-in using an 8-step adoption approach

5.7 Installation / Construction Scheduling Standards

• Verify job readiness and assign install dates consistently
• Use confirmation and close-out checklists
• Build and manage a weekly install capacity board
• Included Resources: Daily job checklist; weekly install capacity board

• Use financial and labor KPIs to manage performance
• Apply rules-based management to improve consistency
• Use break-even planning to prevent cash shortages

• Organize operations into logical departments for scale
• Define responsibilities, handoffs, and accountability
• Align structure with your service mix and labor needs
• Included Resources: Commercial service contractor org chart templates

• Apply inbound/outbound call handling standards
• Hire and train customer care/dispatch roles effectively
• Use professional phone etiquette and follow-up procedures
• Maintain organized office systems for reliability
• Included Resources: Customer care call scripts; “price is too high” response templates

• Understand the benefits of field service management software
• Use a checklist to select the right system and implement it effectively