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Customer request a job (SOP)

A customer can request a new job.  Some services can be booked and others require a quote.  Bookings can be made for standard property configurations (bedrooms, bathrooms and storeys) for home cleans and end of lease cleans.  Quotes are required when standard configurations do not apply.

A customer can submit a web form in Customer Support, phone 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

Follow up

Escalate to Sales team to follow up

It is necessary to remind the customer to convert after a quote or booking has been sent. 

1. After 24 hours check customer has not booked online

2. If booking then follow up with a phone call to collect payment details

3. If quote then use macro: Follow up on quote