The phone rings, your customer requests a service or a quote and you schedule it. Sounds easy enough, right? Not exactly! Especially as your business grows and the seasons get busier, it’s easy to overlook some ways to simplify your scheduling. Here are three suggestions to get you started:
Adjust Your Verbiage
Are you still responding to your customer requests by asking “When is good for you?” It may seem like you are doing the right thing for your customer, but tweaking your words and providing them with a few options can actually appease the customer and make your technician's day more efficient.
Instead of asking, "When is good for you?" try having a few options that work for your current schedule, and instead say, "I'd be happy to get that scheduled for you. We can be out as soon as Thursday morning, does that work for you?" From there you can make adjustments based on your customer's needs. If you make the options too open-ended right out of the gate, there is less likelihood that you will end up with a streamlined schedule for the technician.
Invest in Route Scheduling Tools
Tools such as PestPac RouteOp help keep track of customer specific eligibility days or times, technician skills, drive times, and more to have more dynamic route scheduling options to better handle the day-to-day changes. You may need to do an audit of your existing pest control accounts and talk to your technicians and schedulers to determine what customers need special scheduling considerations. Once these customers have been determined, you will save a lot of time in the long run and make scheduling your customers and training other employees that much easier!
Update Your Processes
If you are reading this thinking, "That’s funny, what processes?" then it is time to create them! Printing all of your orders out and scheduling them by hand may have been working for your business up until now. But for future growth and scalability it may be time to audit what is working, as well as pain points of your customers, technicians, and office employees - then see what steps you can make to improve processes across the board. One area to consider updating your processes is appointment confirmations. Are you having to spend a lot of time due to no shows or cancellations? Or are you losing money by posting them as “not serviced”? Consider incorporating a daily process to send a call, email, or text notification to let your customer know what day they are scheduled for to help reduce those occurrences.