What good looks like
A prioritized request with site context, ownership, promised response, and a clear next record or resolution path.
Have these details ready
- Customer and location
- Symptoms, timing, and current condition
- Safety, damage, access, and agreement or warranty context
Run the workflow
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Identify the account
Search by caller, phone, address, and equipment. Confirm who may request and approve work.
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Record the customer's words
Capture the symptom, when it began, what was tried, and whether service is completely down. Avoid unsupported office diagnosis.
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Triage risk
Escalate active leaks, electrical or gas concerns, no-service conditions, security issues, or business shutdowns using company policy.
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Check coverage
Review prior jobs, equipment, agreement, warranty, callbacks, and open approvals before deciding billing or routing.
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Assign the next workflow
Create or link the booking, job, quote, task, or message. Set an owner and response deadline matching the customer promise.
Check your work
Do not call the workflow complete until these statements are true.
- The request has priority, owner, and response target
- Customer, site, and equipment are linked
- It is resolved or connected to a visible next action
If something does not look right
The caller is not the owner
Add them as a site contact and confirm approval authority before chargeable work.
The issue may be a callback
Link the original job and follow the callback process before promising warranty coverage.