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Thread: Scheduling & Procedures
06-03-2012, 02:01 PM #1
Scheduling & Procedures
I need some help with scheduling a procedures.
Here is the criteria:
Our business is service and installation.
We are a small company with 2 office workers and 3 field techs. 309 customers and 27 active customers out of the 309.(309 customers that have done business with us in the last two years and 27 on a regular basis) Most of our customers are commercial and a few are residential. Our commercial customer base is refrigeration and ice making.
Here is the problem:
Seemingly every time we are on an installation job we get called to a service call and have to leave the installation job.
This becomes frustrating for us and the customer.
I need some ideas for basic scheduling and some procedures for taking call and forwarding that to the field.
I am really frustrated and need some advice here.
06-03-2012, 02:40 PM #2
06-03-2012, 06:47 PM #3
Do you have any rules you follow for scheduling?
"I have been asked to figure out a better way to schedule."
06-03-2012, 09:38 PM #4
But i would rotate a tech to be the, Service Tech. if your more then a hour from your field of service, keep one tech close to home doing PMs, sales or what ever.
Most commercial companies understand and will wait, but some cant. those are the ones you need to take care of or you will lose them
06-04-2012, 01:57 AM #5
Are we talking about customers that have a contract or service calls from random previous customers?
If it is contract were you have a specific time to respond and you do PM services you should make one Tech a PM tech who fields calls when you and the other guy are doing an install.
You or the other tech should be able to get the two man required stuff done and then one should be able to finish it alone.
I would personally get your customers use to the fact they cant get service immediately and a time will have to be scheduled. Which will make a great selling point for your customer becoming a contracted customer, quicker response time.
I would set up a PM group and an install group. Your PM group should always have work. When your install group doesn't have an install to do they should be fielding service calls. Your PM group should only work on contracted customers and be the most knowledgeable. Your new techs should shadow the PM techs for awhile.
Short of that hiring more techs.
Just remember if you are always rushing to the next job you are hurting your clients and yourself.
So Dlove and me got the same thought process.If you're too "open" minded, your brains will fall out.
Artificial intelligence is no match for natural stupidity.