What is a PVR?
The Post Visit Report (PVR) is the notes from the technician that are added on a service work order after each visit.
Why it matters
It is important that we read the most recent PVR notes to ensure that we are not missing any important information. Missing a PVR note can cause us to send a tech back out for an unresolved pre-condition and waste the trip.
Example: Drain Hose Issue
If the PVR says the customer must correct a drain hose issue before service can continue:
- Ask the customer if the drain hose issue has been corrected.
- If they say no - inform them we cannot offer a service appointment until it has been corrected.
- If they say yes - make sure to include this in the history sent to the technician and add clear notes showing we went over this information with them.
General rule
Any customer-action pre-condition called out in a PVR (venting cleaned, electrician out, plumber out, etc.) must be confirmed with the customer before we will send the tech back out. Document the confirmation in the history.
Reference images (from CIT cheat sheet):
