STR Customer requests a new job (SOP)

A customer can request a new job. Some services can be booked and others require a quote. Bookings can be made for departure, service, refresh and owner cleans. Quotes are required for spring, custom and window cleans and fogging.

A customer can submit a web form in STR Support or send an email to request a new job. When the request is submitted there is a different process for a quote and a booking.

For a quote

1. Create quote in AP using preferred service date & earliest start time

1. Price service based on requirements OR clarify requirements with customer
2. Copy booking ID in AP

2. Once price is finalised

1. Send quote in AP
2. Paste booking ID into support form
3. Use macro: Customer confirm quote → ticket is solved

For a booking

1. Create quote in AP using preferred service date & earliest start time

1. Price service based on requirements OR clarify requirements with customer
2. Copy booking ID and price in AP

2. Once price is finalised

1. Send quote in AP
2. Paste booking ID into support form
3. Use macro: Customer confirm job request and ensure the price is entered → ticket is solved

*This booking is unpaid

*If this booking cannot be booked online eg. there are custom requirements then DELETE the book online sentence

3. Check customer has not booked online before calling to request payment

Follow up

There needs to be a follow up on the quote or after the request for a job has been made.

If there is NO REPLY from cleaner

1. Use macro: SMS: STR Request for Job to SP

If cleaner REPLIES NO of there is NO RERPLY from follow up then escalate to Level 2

1. If cleaner REPLIES with a completely different date and/or time use macro: STR Request for alternatives to PM

If PM REPLIES with acceptance of proposed alternative date / time

Update booking date and time in AP
Use macro: STR Confirm job to PM and ensure service date and start time are correct in macro → ticket is solved

If there is no agreement on date / time then escalate to Level 2