Matt, How Much Notice Should Dispatch Give the Client When the Technician Is on the Way?
In this edition of "HVAC Skill Builder," Matt discusses the amount of notice dispatch should give the client when the technician is on the way.
Q: How Much Notice Should Dispatch Give the Client When the Technician Is on the Way? A: From experience, I like to try to give them at least 45 minutes to an hour when the technician is on the way. This will give them time to you know do whatever they need to do, take out some of those distractions in the house, I know customers may reschedule an appointment to go pick up their kids or go to the doctor and do stuff like that, but you want to give them enough notice so they can go ahead and prepare for the technician to arrive and also enough notice for the technician so when they arrive, they're ready to go ahead and start working for the customer and they're not feeling rushed. If the customer suddenly has to leave at the last minute but the key to that is set the expectation before the technician gets out there so the technician has enough time to do his diagnosis, do his maintenance in a proper amount of time, and also again, you want to prevent rushing from customers which could also result in losing sales or opportunities.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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