Courtesy Call se.com
Courtesy Call Purpose and Instructions
An important step in the wrap up of a project of a project is the Courtesy Call, step 10 of the Handyman Contracted Project Process Checklist. This call to the client, which should last from three to five minutes, has been setup to:
➢ Confirm the fulfillment of the contract and completion of the work.
➢ Immediately schedule the HRS if project is not complete.
➢ Collect payment if owed
➢ Solicit return of the Evaluation letter.
➢ Evaluate the HRSs work
➢ Ask for more business, now or in the future.
This call, as you can see from the list above, serves many purposes. Sometimes, the client will not leave a payment with the HRS because the client wants to inspect the work first but was unable to meet with the HRS to do a walkthrough, was not satisfied with the work, or did not feel the work was finished. This call will draw those concerns out.
The Office Manager or Production Supervisor should attempt to reach each client, whether or not the project has been paid in full. The call should be made before processing the payment or sending the Final Bill. Holding off on the payment is a subtle client service move saying that we are professional and that we want to be sure we are finished before we will take you money. The same with the final bill; we are not asking for payment until we have not finished.
Process
The outline of the Courtesy Call, with some explanatory notes, is listed below, followed by a sample of a call.
1. Greeting
2. Confirm completion of project.
a. Yes
i. Is the client delighted with the work?
ii. Is the client delighted with the HRS?
iii. Is the client delighted with the experience?
iv. Ask the client to fill out the Evaluation Letter
b. No
i. Ask what the client feels is not completed.
ii. Immediately schedule the HRS to return to finish.
iii. Set a time that you will call back upon completion.
iv. Call back at scheduled time and start process again.
3. Paid-in-full
a. Yes
i. Mention that the client is PIF.
ii. Mention the two-year warranty.
iii. Go to step 4.
b. No
i. Mention the balance.
ii. Ask for payment via credit card.
iii. If the client will not pay by credit card, mention that a Final Bill letter will be sent.
iv. Mention the 2-year warranty, the period starts now but client will need to be PIF before we will be able to return to fulfill the warranty, per General Conditions.
4. Salutation
a. Ask for additional work.
i. If has additional work, determine the scope.
ii. Schedule Remodeling Consultant or HRS.
b. Thank them for the opportunity for take care of their project
c. Ask them to call if there are any other items with which we can help them.
Notes
In step 2, if the client is extremely delighted with any specific aspect of the project, he/she will often start talking about the particulars. Draw them out on it and discuss it briefly. If the Evaluation Letter has not been returned, ask the client to especially note this item(s). If the client is not delighted, as him/her to elaborate about the situation and try to figure a way to turn the situation around.
In step 4, clients will often have additional projects they want to pursue. Try to get the Remodeling Consultant scheduled while “the iron is hot”.
T&M Courtesy Call Record
CHS: Good morning/afternoon, Mr(s) . This is of Case Handyman Services. My Home Repair Specialist, informed me that your project/home repair has been completed. I am calling to confirm this and to be sure that you are delighted with the remodeling/home repair experience.
Client Response:
CHS: What was it that you liked about your experience and or HRS?
Client Response:
CHS: That is terrific!
CHS: I would like to let you know that an evaluation letter will be mailed to you regarding your home repair.
Remodeling Project/T&M Project:
When you receive it would you take a few moments, fill it out and include any comments in regards to your remodeling project/home repair experience. We would like to hear more about your whole experience with Case Handyman Services from your initial contact with us to the completion of your project/repair. Then send it back to me so that I can give the owner a copy and put it up on our bulletin board. A postage paid envelope will be provided for your convenience.
Client Response:
CHS: (Inform the customer if there is still a balanced owed on their account and inform them of our payment options. If the customer chooses the check/money order option inform them that they can return the payment with the Evaluation Letter that they will receive by mail.)
The payment/Credit Card that you/HRS name gave to me will bring your account to a “paid in full” status. I will process the payment. A final statement and/or receipt will be mailed to you with your evaluation letter. You will also receive a Warranty Certificate and please remember that you have a two-year warranty ** (see warranty disclaimer at end of this script) on this project/repair. If any concerns arise, feel free to give me a call and we will remedy the situation. Is there anything else we can help you with at this time?
Client Response:
CHS: Mr.(s). . I would like to thank you for allowing us to take care of this project for you. If there is anything else in the future we can do for you, answer any questions about your home, look at addition projects, and feel free to give Case Handyman Services a call. Have a good day!
**Warranty Disclaimer**
Warranty covers labor and any parts/material provided by Case Handyman Services
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