Matt, How Do I Talk to a Tech About Collecting at the End of the Job?
In this edition of "HVAC Skill Builder," Matt discusses how to talk to a tech about collecting at the end of the job
Matt, how do I talk to a tech about collecting at the end of the job? This goes back to the invoice coaching and if you're a service manager that requires the technicians to collect at the end of the job, there are few ways to do that. Number one, is that your dispatcher has to set that technician up for success to let them know there will be a service charge or repair charge for them to come out and or do the work. Also, when you're a technician, you get at the customer's house, you want to get them to sign off or authorize you to at minimum do that diagnostic charge. For example, if you charge a $99 service fee to come out there before you do anything, make the customer aware of it. Get them to sign on the invoice so they're aware of that service call and then you proceed with the call. Also, with on the dispatch side, if the dispatcher's taking the call and setting it up, that's a good opportunity to let them know that for example, Mrs. Jones is going to be in a ninety-nine-dollar service fee our technician to come out, how would you like to pay for that check cash or credit card and you can type those in the notes to the technician, for example, Mrs. Jones says she'll pay with a check. That's going to reduce the likelihood of them saying, well, no one ever told me that. The dispatch never told me that and now you possibly have an issue with the customer. So, being proactive and knocking that down before it happens is going to be your best solution.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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