Discussion in 'Lets talk Business!' started by Monique, Dec 22, 2017.
@Monique , don’t get me wrong, if your company demands this info, then the field personel should be doing it. End of story.
I'm a hack in poor section of the country and I get $100 a room at times. It's also my minimum now so it happens even more now.
But they need time to do it and training. Just demanding it doesn't work.
@hogjowl , you see what I deal with on my FB timeline? That is my assistant. She is a super liberal. Totally out there.
If I’d played my “in the kitchen” hole card, she would have exploded
Oh lordy, Thank you so much for not throwing that down. The hellfire I would have to deal with would have been biblical.
I have seen job requirements in quite a few fields and carpet cleaning is the only one I've seen that lets the issue of details taking time overrule the importance of getting them. I dont think most carpet cleaners could cut it and even most fast food joints since they would have to use an actual timecard or follow strict procedure. But carpet cleaners still want to be paid doctors wages. As managers it is a real head scratching headache.
I started carrying an iPad into every residential almost 5 years ago, when we started with Service Monster. In the beginning I attempted to itemize each area, anticipating that the information may come in handy down the road when they call to schedule again.
It didn't work for long. The mobile experience in SM forced me to lump things together in the interest of time. I want to be sensitive to my customers and not take forever talking to them and entering each area with square footage. I'm alone a lot of the time and don't have a lot of extra time to waste.
I understand things may be finally changing with Technician. I haven't played with it yet but am hopeful they have turned their attention to this extremely important part of their software in the field.
My wife will normally break it up into different services from the time of scheduling. That does save me time. We have a pretty generic "Carpet steam cleaning and deodorizer" item that she usually puts on the first line. I just fill out the details of what rooms and how much total square footage.
Stairs are another item that is often already on the work order when I get to the job. I just count them and put it in the amount line.
Maxim FiberGuard is another line item where I just lump together the square footage.
We've made it so I can get the measuring and entering in of TOTAL square footage into SM within 5-10 minutes.
It really hasn't been a huge deal for us to not have every room or area itemized on the invoice.
Monique have the guys been using Technician properly?
Some are trying, but when they complete the work order it doesnt turn to invoice or show paid even after they have entered it. So I go back and correct each one. But they dont put in as much detail as I like. It was hard enough to get the information from them when I was asking them to send it directly to me to hold them accountable. Now they enter it how they like or how it makes most sense to them, and unless I go back and ask 20 questions about each job to see what they remember I get what I get. But our biggest problem is no one on site policing the crew. With Mike and I in other areas and Davis not interested in a leadership role I feel our hands our tied.
"The bottle neck is at the top."
Maybe instead of having them itemize all the rooms and measurements and totals, it would be enough to list total the total sqft. And which rooms were cleaned. That way, when you do a return call and you're not cleaning all the rooms that you did last time, you have the techs measure the rooms not being done and subtract them from the total sqft. Example: first call, cleaned LR,dr,hall,stairs,MBR,2-sm brs. total 1500 sqft. 2nd call, cleaned LR,dr,hall,stairs,MBR. Total 1200 sqft.
1st time 7 areas 263
2nd time 6 areas 234
That's more math they won't do. As well as that doesn't give me an answer for the customer when they call in other than the same "well it will be less or more than last time"
That’s exactly the way we do it. It’s not perfect but it was the best I could come up with to be efficient in the home while using SM Mobile on a tablet.
Also, there have only been a few times that I really wished I had the itemized list. It hasn’t been the big deal that I imagined it would become.
It really does save some time and extra math. It also keeps the customer from going back after you and finding the one room that you over charged on by 5 ft.²
That's when you tell them, "oh right, I forgot to charge you for the closets".
Be nice to have a database with all room sizes of all homes in your area .. get a call .. enter the address .. then a blueprint of the house shows up.
I've yet to see how any of this helps you make more money. You put in twice as much time to save someone a few seconds on the phone "IF" they ever call again.