iBoske | INCOMING CALL

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Current Client or New Call for Service? New Call for Service.. Current Client. Past Job Follow Up. SPAM and Marketers. Past Employee needing information. Prospective Employee. Foreman or Call from an Active Job. Current Vendor. Calling for Aaron.
Tell them to email info@movingxp.com and also send a Teams Message to the appropriate department for Duplicity.
Resume can be emailed to info@movingxp.com Name and contact information can be forwarded to Recruiting to set up an interview.
1.OPEN CRM. 2.CREATE REQUEST. 3. GATHER BASIC CLIENT INFORMATION (EMAIL, PHONE, ADDRESSES.) 4.SORT WHAT TYPE OF CALL IT IS. 5.WHEN YOU SAVE THE REQUEST, IT WILL GENERATE AN EMAIL WITH A LINK TO THEIR ACCOUNT PORTAL. 6. FROM THERE, THEY WILL NEED TO ENTER INVENTORY TO GET THE PROCESS STARTED, AND OUR SALES TEAM WILL REACH OUT TO THEM. 7. MESSAGE THE SALES TEAM REGARDING THE CALL AND INCLUDE THE JOB NUMBER AND CLIENT NAME. 8. IF THERE IS A PIANO, SEND OUT THE PIANO QUESTIONNAIRE FORM. *** FRONT. Single Item Only (Basic Household Items). Labor Only. Packing Day. ***JUNIOR SALESPERSON STOP HERE. ***. Local Move (Under 100 Miles Point A to B) using TME trucks. ***JUNIOR SALESPERSON STOP HERE. ***. Long Distance (Over 100 Miles). ***JUNIOR SALESPERSON STOP HERE. ***. Commercial Move (For a Business) ***JUNIOR SALESPERSON STOP HERE. ***. Specialty Items: Pianos, Spa, Safe, Billiard Table. ***JUNIOR SALESPERSON STOP HERE. ***.
In Progress.
In Progress.
In Progress.
In Progress.
Do they want us to provide the truck? *** What is their need? **LISTEN** to the problem (reason) that they are calling us. Keeping this in mind, versus just forcing our process on them, means we are more likely to earn their business.. Yes.. No.
We are probably not economically viable, as we are going to round trip # of people from TME to their Location A to Location B back to TME, and that is what our price will be based off of. For Long Distance single items, recommend Sterling Van Lines out of Los Angeles. Search contact information of Google and give it to them, usually a 323 Area Code..
Bid this out as a Labor Only Job. Make sure the # of people you assign the minimum to fits the scope. For example, 3 people is absolute minimum, if a Spa or Piano requires 5, send out the 5 person Minimum depending on their Zone and Time of Week..
is this a multi-day job? Yes.. No.
Are there any stairs or items that would cause a certain number of people to be on the job? USE DISCOVERY QUESTIONS, STAIRS, SPECIALTY ITEMS, ETC. "WHAT ARE THE THREE MOST COMPLEX ITEMS ON YOUR MOVE?". Gather all information. ***JUNIOR SALESPERSON STOP HERE. ***.
Give a Minimum Price and Hourly Rate based on # of people and location, which will be based off of the size and overall complexity/distance of the move. The job type is loading/unloading help. Set the Reservation Price to the Minimum Charge, which is based off of the LABOR ONLY MINIMUMS BY CREW SIZE document..
Are there any stairs or items that would cause a certain number of people to be on the job? USE DISCOVERY QUESTIONS, STAIRS, SPECIALTY ITEMS, ETC. "WHAT ARE THE THREE MOST COMPLEX ITEMS ON YOUR MOVE?". Gather all information..
Give a Minimum Price and Hourly Rate based on # of people and location, which will be based off of the size and overall complexity/distance of the move. The job type is loading/unloading help. Set the Reservation Price to the Minimum Charge, which is based off of the LABOR ONLY MINIMUMS BY CREW SIZE document..
Full or Partial Packing? Mentions a Special/Promotion.
In Progress.
*** FRONT END / CUSTOMER SERVICE REPS - STOP HERE. *** What Status are they in? Pending.. Not Confirmed. ***JUNIOR SALESPERSON STOP HERE. ***. Confirmed. ***JUNIOR SALESPERSON STOP HERE. ***.
Are they calling to update inventory or location information? Yes. No.
Update the Information and document the call in Sales Notes. We will need to update the pricing tool to generate a new quote, and also do a Resource Check to make sure that any new dates, trucks, or additional Movers will be available before we set the expectation that we will be able to honor the update..
Are they calling to ask about Billing information? ***JUNIOR SALESPERSON STOP HERE. ***. Yes. No.
Escalate any questions you are not fully equipped to answer. It is better to say "Let me find out for you and get back to you as soon as possible" than to give a wrong answer, or set an improper expectation, which can lead to bad reviews. Keep in mind that you don't know what you don't know, and it is okay to not give an answer here and now. Schedule a follow up and then find the information they are requesting. This is a huge touch-point for Client Experience which can make or break our Servic.
Escalate any questions you are not fully equipped to answer. It is better to say "Let me find out for you and get back to you as soon as possible" than to give a wrong answer, or set an improper expectation, which can lead to bad reviews. Keep in mind that you don't know what you don't know, and it is okay to not give an answer here and now. Schedule a follow up and then find the information they are requesting. This is a huge touch-point for Client Experience which can make or break our Servic.
Are you a FULL FLEDGED SALESPERSON? No.. Yes, I know how to handle this call..
In general, these are Sales Calls and should be directed to someone more equipped to answer the questions being answered. It is okay to escalate this call and set message reminders for the appropriate person to call them back. Try to get their contact information, job #, and then send it to the appropriate person(s), including on TME Messaging App..
Do we have an accurate inventory, scope including locations, and contact information capture? Yes. No. Adding a Piano.
Update the information and if it is a Scope Change, we will need to put them back into Pending and generate a New Price before they are able to Confirm. Try to Upsell Some Packing Services to get them kicked off to a good downhill seamless start!.
Send out the Piano Questionnaire Form!.
Are they trying to talk us down in price? Yes. No.
This is an expectations setting call. You need to be very diligent about giving correct answers, versus overpromising an expectation that ultimately we can't meet. It is better to say "I will find out and get back to you as soon as possible," versus making a promise that we will ultimately not be able to meet..
Is there still another service that might be more economical for them, i.e. Labor Only loading of a U-Haul versus using us for Full-Service? Yes. No. Bringing up another Company/Quote.
Use the Labor Only Minimums Sheet and set the job type to Loading/Unloading Help. Notify any departments affected..
Send out our form for People Who Did Not Book. This helps us figure out how we can be more viable to more people in the market..
"Typically, we don't match other company's quotes, as they are not able to match our level of Service. We charge based on the level of service that we are able to provide." We don't price-match, but if they can email us the other quotes that they have, we can look into it for them!.
How long until their move? 7 Business Days or Less. More than 7 Full Business Days before Move Date.
Are they changing the scope or inventory in any way at all, or is this merely an informaiton/clarification call? Changing any detail. Merely informational.
Their Minimum Charge is non-refundable. A change order will need to be issued for any additions, delays in start time, or changes in scope. Any rules that they are making which don't allow us to stick to the original schedule cause a ripple effect for our Dispatch, and since are subject to Change Order for Services. Send out in DocuSign and set a deadline for when it must be completed by. Get help filling out a Change Order correctly!.
Be sure to update the Sales Notes to reflect the call time date and scope..
Are they trying to change any Move Details at this point? Yes. No. Just wanting information about Start Time, Billing, etc..
A Change Order for Services is appropriate for any Changes. Get Management Help filling it out correctly, and send through DocuSign. Also use the recorded call feature to authorize the additional charges for the modification of Scope or inventory. Changes cause a ripple effect within our Dispatch and Resource Dedication..
WE NEED TO SET PROPER EXPECTATIONS. If you are not 100% sure, do not give an answer. It is always okay to say "I will find out and get back to you as soon as possible." It is important that we set and maintain proper expectations for Client Experience, meaning, anything you say that doesn't get honored by someone else in a different department, can be the source of an unhappy Client. We need to be 100% sure that we check with whoever this might affect, including Mover arrival time, if we can do.
What is the scope of the call and am I equipped to handle it? General Information or Feedback. Claims for Damages. Accounting or Billing Question.
Validate their concern or question. Take a message with contact information and forward the message to the appropriate party. Do not make any promises about response times or outcomes. "The people working in that department are available by email." I know they are not immediately available as they try to give the most accurate answers possible versus the fastest ones..
Is this something that needs to be answered immediately? Yes. No.
A lot of things like out Terms of Service are available on our website. For further information they can reach out to our different departments via email. info@movingxp.com is a great way to ask general questions or get general information. If you are unequipped to provide an answer, use messaging app - but do not expect an immediate response. Validate their request, take their information, and escalate to next level..
info@movingxp.com.
Has their entire move been reconciled by Accounting, paid for, and or posted? Yes. The entirety of the move including Final Job Accounting has been reconciled and all outstanding charges have been collected.. No, or I'm not sure. The job is too new to where Accounting has not reconciled and/or there may be outstanding charges owed..
Have them send photos to claims@movingxp.com - Our Claims Department and Process are only available via email, and only once the entirety of move charges have been reconciled and/or accounted. There is a specific process that must be followed for Claims, and Initial Paperwork will be sent through DocuSign..
Claims for loss or damage may only be filed after all Accounting has taken place and all charges owed have been collected and reconciled. In the meantime, sending Claim information is irrelevant as there is no open claim to attach the information to..
Is this something we already use? Yes. No.
Are they calling to add more Services or Cost? Yes. No.
Kick Rocks.
Why did you even call? To Gather Information.
Hang Up.
Is it a paid Service? Yes. No.
Kick Rocks.
What other types of cost are associated? Time. Non-Profit.
Kick Rocks.
Take information.
Any Injuries, Crashes, Police, Fire, or Ambulances involved? Yes. No.
911 Emergency? Yes. No.
Make sure that proper protocol has been followed and notify Management Immediately. Permission to use personal numbers to notify management is Granted..
Does anyone need a ride to the Doctor? Yes. No. First aid is able to be reasonably performed in the Field..
Use Messaging App to Notify Management Immediately. Either we will use a person on the job to take someone to medical care, we will dispatch another driver, call an UBER, or use an ambulance. Keep the Caller on the line and Notify Management Immediately..
Notify Management via Messaging App and let the people in the field know that we are here for them should anything change. We will likely consider modified duty or even dispatching a backup mover depending on the specific situaiton..
MoveBoard, Billing, or Scope Change Issue. MoveBoard Question. Billing Question. Change Order / Scope Change.
Read Work Time or other basic information to the Foreman.
ESCALATE THE CALL. Follow TME Process for troubleshooting.
*** FRONT END / CUSTOMER SERVICE REPS - STOP HERE. *** Are you 110% sure you know how to fill out a Change Order including ALL FIELDS showing # of people x # hours x Rate and show Binding in the Final Calculated Price, aiming for the highest possible threshold of Budget increase even remotely possible? I am not 110% Sure.. I am 100% Proof Positive.
REQUIRES MANAGEMENT APPROVA. Still compare with Past Change Orders taking overtime into account. Be sure to Itemize all Fields including OVERTIME. You need to have the Client call in so we have them agreeing to the Scope Change on a Recorded Phone Call. At that point, you need to have the Foreman get a Client Signature on the properly Executed and Filled out (Completely) Change Order for Services on the Bill of Lading..
Did you Message Management on Messaging App? Yes. No. I spoke with them in person..
REQUIRES MANAGEMENT APPROVAL. The Change order needs to be filled out fully and completely. Compare to past completed change orders and consult TME process for clarification. Aim for The Moon on Price, including taking into account overtime possibility and using the word "BINDING." Next you need to get a call from the Client and get them on a call agreeing to the Additional Scope. Next, the Foreman needs to get a signature from the Client on the Change Order legally authorizing the extra work..
REQUIRES MANAGEMENT APPROVAL. The Change order needs to be filled out fully and completely. Compare to past completed change orders and consult TME process for clarification. Aim for The Moon on Price, including taking into account overtime possibility and using the word "BINDING." Next you need to get a call from the Client and get them on a call agreeing to the Additional Scope. Next, the Foreman needs to get a signature from the Client on the Change Order legally authorizing the extra work..
Are they calling regarding an active order, bill, or Service we have? Yes. No..
Forward to Accounting. Message all management on Teams and include accounting..
Take information and communicate via teams. They can always email info@movingxp.com.
"Do you have a scheduled phone call?". Yes. No.
"Let me see if he is available." Use Teams - don't interrupt a meeting!.
He is usually booked out solid 3 to 4 days in advance. The best thing to do is schedule a meeting in advance..