General Ops Manual

MOLLY MAID General Operations Manual Copyright  2015, Molly Maid, Inc.  3 rd contact (phone) within 1 st hour, no message  4 th contact (phone) following morning, leave message  5 th contact (phone) following evening, no message  Send postcard 3 rd day If the office chooses to outsource the follow up, there are still procedures to implement. If the call center does not contact or does not close the office should continue follow up as follows:  No contact o 1 st contact (phone) immediately, within 5 minutes, leave message o 2 nd contact (email), immediately after 1 st call  No sale o Send LMS email template: Dear , I see our scheduling desk was not able to schedule a service for you. My name is in the operations department. If there is something our department can do to meet your cleaning needs please let me know. Thank you for considering Molly Maid for your house cleaning needs! Molly Maid 5.4 Booking, Performing and Recording the Estimate When a prospective customer calls inquiring about setting up recurring service, the main objective during telephone call is to arrange an in-home estimate. Below are the procedures to have in place when booking an estimate.  Place the estimate on the LMS Estimates Calendar o Call ½ hour prior to arrival as a courtesy and to assure the prospective customer has not forgotten o Set a reminder in LMS as a Next Action and Next Action Date/Time o If a message is left, we recommend going to the estimate o Make sure follow up is discussed and performed as follows:  1 st follow up call, day after estimate  2 nd send “thank you” email after 1 st call  3 rd follow up call, three days after estimate  Use the Next Action and Next Action Date/Time in LMS to manage the follow up process o If the estimate closes, color code the estimate on the LMS Estimate Calendar to indicate if the estimate closed

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