Before You Knock
Every visit starts with what this customer already told you.
The job
Briefs field crews on each customer's own history and idea of "fixed" before they arrive, and lets the customer's words, not the ticket status, close the job. The aim is fewer repeat visits and customers who feel remembered.
The moment
A technician is about to arrive at a customer's home. The brief they receive covers what this customer has already told the company, including what "fixed" means to them.
At the door, the technician says: "I know this is our third visit and we left dust everywhere last time. I've brought covers and the right part."
After the visit, a verification call asks the customer whether the job is really done. The customer's answer, not the ticket status, closes the job.
That evening the technician's phone plays the customer's reply from that call: "Finally someone listened", with thanks passed on to the technician.
What it does
- Send doorstep briefs to technicians
- Verify the visit with the customer
- Reopen and book the second visit
- Relay the customer's thanks to the technician
- Update job status or brief
What you see
WhatsApp doorstep brief plus a dispatcher board, a verification ledger and a crew scorecard
What it moves
The share of jobs fixed on the first visit, and the repeat visits avoided by each crew, counted in dollars.
Built for
- Branch, store & field managers
- Frontline staff
