Verification Script - Business

Identifying a Business

Typically a business will come over with a suite number (STE) listed or some sort of business name. However, there are instances where it only has a contact name but it is for a business.

• Ask probing questions to see if this is a business we are coming to if only a suite number is listed.
• Make sure the correct business name is listed, add / verify a contact person, and notate the business hours.

If you are speaking to a business or builder, we need to ask for the name of the business and the name of the main point of contact. Then we must update the job record to the correct formatting if needed.

Correct Formatting Examples

• CRABS, EUGENE (Landlord) - Name of landlord (title)
• The Krusty Krab - Mr. Crabs - Business - Primary Contact
• SpongeBob Apartments - Squidward - Apartment - Primary Personnel Point of Contact
• SpongeBob Builder - Patrick - Construction / Property Management - Builder / Leasing Agent

We cannot leave the builder or the maintenance personnel as the main contact if the appliance is not personally owned by that individual.

Information to Capture for a Business

• Business hours - noted in the scheduler for dispatch AND noted in an attention note.
• Where the technician needs to park.
• Where the technician needs to check in (front desk, 3rd floor, etc.).
• Business pricing - go over pricing and obtain a credit card if warranty cannot be verified.
• Call counts for downtown high-rise areas if needed.

Out-of-Warranty Business

If the business has an appliance out of warranty, we need to conference $BUSINESS PRICING $ + parts + labor, and collect a credit card to secure the appointment.

The reason we collect a credit card is because we do not bill. The only time we can bill a customer is if they are listed in our ALT Q.

Incorrect Address

IMPORTANT: If any part of the address is incorrect, it needs to be updated. Use a clean call sheet to enter the correct address - this gives the correct mapping number and zone. Then copy and paste the entire address back into the job record for both address lines. Also update the file in the scheduler so the address maps correctly for dispatch. If the appointment is for the same day or the next day, this may affect the tech's route - update dispatch in the dispatch chat.