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Retail Residential Service Department Business Systems: Transformation Plan

The document outlines steps for transforming a retail residential service department, including completing a service repair pricing form, taking online training sessions, and printing various forms and handouts for technicians. Key aspects are setting up flat rate repair pricing, marketing residential services, call handling processes, and benchmarking labor performance.

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Qdlm Knoc
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8 views1 page

Retail Residential Service Department Business Systems: Transformation Plan

The document outlines steps for transforming a retail residential service department, including completing a service repair pricing form, taking online training sessions, and printing various forms and handouts for technicians. Key aspects are setting up flat rate repair pricing, marketing residential services, call handling processes, and benchmarking labor performance.

Uploaded by

Qdlm Knoc
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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Retail Residential Service

Department Business Systems


TRANSFORMATION Plan

4. Upon completion of session, Business Fitness Coach will send you a 1-page Fix-Right Flat Rate Service Repair
Setup Form for you to download, complete, fax/scan, and send back to us for configure your residential Fix-Right
service repair pricing.
5. Upon completion of session, Business Fitness Coach will send you which online sessions to take to obtain a
complete service repair call handling system, to include customer system diagnostic forms, example flat rate
service repair invoices, residential service agreements, and staff performance based pay.
6. You or your Service Manager, Dispatcher/Receptionist and Technician staff will simply go to our Online Solution
Center home page, click top right “Client Login” to access these training tracks: (4-Dark blue session for
dispatchers/receptionists) (4 – Dark green for technicians – can also be delivered live by coach)
1. RS-STEP #1.0 Fix-Right residential flat rate repair price book set-up
2. RS-STEP #2.0 Marketing residential service for profits
3. RS-STEP #3.0 Proper customer care call handling and dispatching processes
4. RS-STEP #3.1 Priority dispatching and dispatch board set-up
5 RS-STEP #4.0 Professional service call handling process
6. RS-STEP #4.1 Service call objective-getting ready-arriving to the call
7. RS-STEP #4.2 Interviewing the customer and setting service call expectations
8. RS-STEP #4.3 Problem diagnosis-informing customer of diagnosis
9. RS-STEP #4.4 Executing the repair, tune-up, or service
10. RS-STEP #4.5 Efficient demand service written standard procedures
11. RS-STEP #5.0 Stocking service truck inventory for profits
12. RS-STEP #6.0 Daily labor and opportunity conversion performance benchmarking
13. RS-STEP #7.0 Paying Technicians/Tune-up Specialists for Profits
7. For our next meeting, client tries to complete and print out the following technician handouts:
1. Order
 “Invoices”, “Protect Service Agreement” and the “System Condition Report” from our preferred print
vendor.
2. Print out 1 copy per technician the Fix-Right Flat Rate Service Repair Price Guide.
3. Download the RESCALC.xls file and estimate your annual service agreement price for 1 and 2 inspections
service agreements. To obtain monthly service agreement pricing you divide the annual prices by 12. See
session RS-1.0
4. Dispatchers print out and edit the Professional Call Handling Script and present to Service Manager for
approval. See session RS-3.0
5. Print out 20 copies each per Technician of the 1-page “Service-Right System Diagnostic Form” to be used by
technician on all service calls – See session RS-4.1
6. Print out 1 copy per Technician of the “Service-Right Customer Awareness Handout” and have it laminated
front and back of each page and spiral bound to hand out to customer during walkthrough – See session RS-
4.2
7. Print out 20 copies per each Dispatcher of the “Daily Call Tracker” to be used to debrief Technicians/
Installers at end of call, job or end of day if not finished. See RS-6.0
8. Print out and read for next meeting the Technician Performance Based Pay Plan – See RS-7.0

©2015 Building Services Institute Retail Residential Service Department Business Systems – Transformation Plan
8

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