office team member training and rules for the office:
no earbuds in the office please
no playing or listening to music in the office PLEASE
stay focused on your work and dispatch boards and gps screen and security cameras
DO WE WORK ON POOLS? YES PUMPS, STOPPED UP DRAINS
JETTING SERVICES
DO WE WORK ON GAS APPLIANCES? YES IF WE HAVE THE MANUAL
AND YES IF THE COMPANY HAS A TECHNICAL SUPPORT LINE
$175 PER HOUR IS THE COST
YOU CAN HELP BY GETTING THE MAKE MODEL SERIAL NUMBER
PHOTOS ETC
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it is the dispatchers job to call the customer not the technician
exception shawn and brad
example when a job is sent to a tech and it is for larry dean trustee
please call larry to make sure he knows that that he knows the tech is on his way
DO NOT ASSUME THE TECH WILL CALL PLEASE
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kris THE PLUMBER LIVES IN INTERLOCHEN 15 MIN WEST OF PALATKA
he works in
palatka area, palm coast, DAYTONA, st augustine
jax , orange park, middleburg
and
some times in gville when we are short handed
and all points in between
HE WILL BE DRIVING A LOT
HE IS APPROVED FOR WELL PUMPS AND GAS
NOT LIFT STATIONS
REVIEW PARTS BUTTON
REVIEW APPLICANT BUTTON
STANDBY
PLEASE do not just change the color to green, also send it to the tech
as a work order………..alert the tech via email/page and or call and
verbally state it
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MARKETING QUESTION VERY IMPORTANT
please ask the following question for every work order……
For marketing purposes how did you find our office number today?
Then please log in correctly THERE RESPONSE SUCH AS
internet
yellow pages
in my cell phone
etc
you may prompt them if needed……..
REMIND YOUR TECHS WHO IS ON CALL TODAY, DO NOT REMIND THEM AT 4PM
LET THEM KNOW IN THE MORNING BY VERBAL OR BY EMAIL/PAGE
IDEA ……………………PUT THE PLUMBING CALL SCHEDULE ON THE CALENDAR TRISH USES FOR DAYS OFF
I NEED YOUR THOUGHTS
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CALENDAR
CAN ANYONE ADD TO THE CALENDAR? IS IT A SHARED CALENDAR?
DO YOU KNOW HOW TO ACCESS YOUR calendar? Do you ever look at it?
do you know how to run a credit card on both credit card machines?
please do not close the work order FROM PURPLE TO GREY until the tech has closed it out on the
24 hour hotline, please let the managers know if you cannot get a tech to
close out his tickets via the 24 hour hotline
FREE ESTIMATES
PLEASE AT THE BEGINNING OF THE ESTIMATE DESCRIPTION:
RESEARCH ………HOW MANY TIMES THEY HAVE CALLED US BEFORE
EXAMPLE 1ST TIME CALLER/ FREE ESTIMATE/DESCRIPTION
EXAMPLE 100 PLUS WORK ORDERS/ DESCRIPTION
PLEASE DO NOT USE THE WORD REMODEL………..PLEASE
SPECIFY WHAT THEY WANT
EXAMPLE REMOVE AND INSTALL NEW TOILET
EXAMPLE INSTALL NEW DRYWALL
EXAMPLE NEED A NEW DRAIN FIELD
EXAMPLE REPIPE HOUSE HOT AND COLD WATER
PLEASE SPECIFY WATER OR SEWAGE PIPES PLEAS
REPEAT CUSTOMERS WILL GET A HIGH PRIORITY
PLEASE DO NOT ALERT YOUR CUSTOMERS TO THIS REALITY
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only thing we say no to is
pumping out residential septic tanks
we say yes to everything else and then put in a work order
even if you do not know when or even if you do not
know how……………..PUT IN A WORK ORDER and then call LJR
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ESTIMATES…….PUT IN A WORK ORDER AND DO NOT PROMISE A
DATE…………AND YES WE ARE GOING TO LOOSE SOME OF THESE
DUE TO A SLOW PROCESS FOR GIVING FREE ESTIMATES
OUR PRIORITY IS PAYING CUSTOMERS………….
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GAS CALLS AND PUMP CALLS $175 PER HOUR
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NO FREE ESTIMATES ON RESIDENTIAL PUMPS
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NO FREE ESTIMATES ON COMMERCIAL AND RESIDENTIAL GAS JOBS
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FEEL FREE TO PRINT THIS AND ASK ME TO ADD to this office training
if you can think of something we have missed
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be alert
no sleeping on job, no napping please
if you are bored speak up…….. ask for something to do
here are a list of extra items that we need help on:
vacume your office
clean your glass door
empty trash
wipe down kitchen
sweep front porch
hang more pictures, hang more pin boards
or help the person doing it
wipe down the doors in the kitchen
clean out the fridge, wipe it down
wipe down the table in the breakroom
clean your personal desk, remove all items carefully
and wipe it down
wipe down all items that we touch, cold and flu season is here
all doorknobs, doorhandles, flushhandles, faucets,
wipe down coffee pot area
we have a door that needs hings upstairs
table upstairs can used a wipe down
vacume upstairs
sweep stairwell
move joans work station to the right and after 2pm only, her workstation
needs to be moved and it will require 2 to 4 persons to make this move
mostly likely kealin, shawn tacker, volunteers to help
a small amount of texting is allowed, but do not abuse my trust
if you abuse this then your phone will not be allowed in the building
this is NOT what we want
most work should be assigned out by 830am…………….feel free to reach out to the managers
to ask…………………example what is kealin doing today?……………….same for tacker
same for will
this also includes STANDBY TIME………………..
ALL TECHS ARE TO TURN IN THERE PAPERWORK MON, WED FRI
DANNY TUE, THUR
KRIS TUE , THUR OR FRIDAY
HOW TO HANDLE A LATE ARRIVING PLUMBER
ASSIGN A JOB, BUT LET THEM KNOW YOU HAVE NOT CALLED THE CUSTOMER
I NEED TO SHOW YOU HOW TO DO THIS IN PERSON BY ALTERING THE WORK ORDER
WHEN IT POPULATES ON THE SCREEN PRIOR TO BEING SENT OFF
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if you need to use your personal cell phone please declare an emergency and step outside
please do not use your personal cell phone in the office unless you get it approved by LDJR
PLEASE make your personal calls outside.
train your friends and family to text and to respect your time at work. Remind them of your responsibilities here at asap.
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please verify truck locations every 60-120 minutes
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BATHROOM BREAKS AND EMERGENCIES
in you need to leave your dispatch desk please make sure someone replaces you while you are gone.
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after NOON ISH , we have a bad habit of thinking about weather we can service a customer
PAYING CUSTOMERS
the answer is
YES WE WILL DO EVERYTHING WE CAN TO SERVICE YOU TODAY
IF I CANNOT I WILL CALL YOU AROUND 4PM, BUT I WILL DO EVERYTHING I CAN
TO GET TO YOU TODAY
FREE ESTIMATES
WE DO NOT make the estimators schedule he will reach out to you when he is available.
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DO NOT prop your feet up while working and lay back
please keep your shoes off the furniture
DO NOT sit on the desks, sit on the chairs please
Every desk is to have a training and notes manual on the desk
with your personal name on it
review 811 training, have you been trained how to call in to
811 on cell or 1800-
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pick up the phone fast, why let it ring 5 or 10 times
THEN
proper way to answer the phone is
THANK YOU FOR CALLING ASAP THIS IS (FILL IN YOUR FIRST NAME HERE)
HOW MAY I HELP YOU TODAY
PUT IN A WORK ORDER…………………….I REPEAT PUT IN A WORK ORDER
IT IS NEVER A MISTAKE TO PUT IN A WORK ORDER. THEN IF YOU NEED HELP
THEN ASK…….BUT YOUR JOB…………YOUR MOST IMPORTANT JOB IS TO PUT IN
THE WORK ORDER
HATS are acceptable in the office as long as they DO NOT OFFEND YOUR
OTHER CO WORKERS………………PLEASE STAY AWAY FROM POLITICAL STATEMENTS
OR POLITICAL TOPICS SAVE THAT FOR OFF DUTY
OTHER THAN HATS, ALL OTHER HEAD COVERING would have to be approved
by Ljr
PLEASE DO NOT wear our competitors shirts or hats
please do not wear any clothing that would offend your coworkers
please be conservative in your attire
Be careful when opening the front door, speak thru the door when possible.
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I reviewed all the material in this office training team member guidelines
and I agree to comply with said rules:
print name_____________________________________________________
signature________________________________________________________
date_____________________________________________________________