By: Don Glovan
W hen you started your Mr. Rooter® Plumbing franchise, you were shown a way to interact with the customer with the 14 Steps. Using the 14 Step Residential Delivery System is the key to a successful transaction with the customer from the moment you drive up to the job, to the completion of the job. Every step is designed to achieve success in educating the customer. You’ve heard it for years, done it for years and taught your team members for years. It’s a successful system originally designed by a few technicians years ago, brought into the Mr. Rooter Plumbing system and it is still the basic building block for success with the customer. So how does the ServiceTitan Mobile 2.0 on the iPad fit into the 14 Steps? It’s more than just a substitute for paper invoices. It’s an app that provides a wealth of information about the customer for your technicians to access easily. • Customer history of all past jobs is available for the technician to review before he arrives at the job. Do we look like a professional, and we can tell the customer when we last serviced their home and the services provided? • Previous estimates are available for the technician to review. Even if another technician is dispatched to the job, he has all the information available to review with the customer and close the sale. • Plumbing Check-Ups can be entered into the iPad with comments and pictures. Additionally, previous Plumbing Check-Ups are available for review. • Illustrations from the Menu Pricing Guide are accessible. These illustrations are valuable tools when showing the customer possible reasons as to why they have an issue and how to provide a permanent solution. • A time clock for the technician to document all their time on the job and off the job. This interfaces with the Payroll Report of each technician for easy payroll, accurate job costing, and documenting their efficiency (Hourly Production Report, Payroll Detail Report, Technician Timesheet Summary Report).
• Purchase orders can be requested by the technician, while on the job, allowing accurate job costing (Listed on each job and Purchase Orders Report). • Van stock materials used on the job can be easily recorded for restocking. No separate worksheet is needed to be turned in (Inventory Replenishment Report). • Multiple estimates (Good-Better-Best) can be created and presented to the customer in a specific order and one being the recommended choice (Follow-Up Tab and Estimate Follow-Up Report). • Photos and videos from previous jobs are available for technician review along with a drawing tool on the photos to highlight specific areas of the picture for the customer. This is a nice feature to help with the customer. • Start a phone call with the customer within the app and have the recording attached to the job. This app is very powerful and needs thorough training of procedures for accurate data capture and reporting. ServiceTitan offers live training and previously recorded training. From the ServiceTitan Dashboard, go to HELP > HELP ARTICLES & TRAINING > LEARN & FIND ANSWERS > TRAINING CENTER. From there, select the various Mobile 2.0 that best works for your team. Keep in mind the live training is recommended as these presentations will cover the latest release with updated functions. With any tool, proper training in the use of the tool is needed for accurate results. Get your team trained today.
14 PIPELINE® | EDITION 1 2017
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