Happy New Year! 🎉

BrittanyB
Contributor III

Happy New Year everyone! Hope everyone had a great, restful weekend celebrating the new year.

Tell us, what are some of your 2024 goals? 🎉

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Customer Advocacy Specialist at ServiceTitan
Director of Memberships at LadyTitans
ServiceTitan CSR/Dispatcher Group Moderator
2 ACCEPTED SOLUTIONS

JessicaSmith
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

More physical activity, less Diet Coke. Lol


Jessica Woodruff Smith, LadyTitans Co-Founder & Process Manager at AirWorks Solutions

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michelle54
New Contributor III

If you are not already using an urgency list and back-up plan when you do not have same day availability I HIGHLY recommend it. 

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15 REPLIES 15

Christie, 
Urgency list is another form of a cancellation list (removing the negative word cancellation). We tell customers who want same day service (but we are booked out) that "We can place them on our urgency list. What this does is makes them a priority. If we get a reschedule or finish a job sooner than anticipated we will pull jobs forward from this urgency list. We keep track of calls that have been added to this list by booking the job for your next true available day and then adding the urgency list tag. The dispatcher then knows to go look for jobs with those tags if they gets available service hours. 

Should the customer push back that this is still not acceptable we ask to be their back up plan. Advising the customer we will still place them on our urgency list while they look around that way they have a spot locked in should they not find something sooner. 

Now this can slightly skew your cancellation average (depending on what and how you track). But we have found it to be a huge benefit!! 

I LOVE THIS - what are some of your ideas to get them moving in this direction? 

Customer Advocacy Specialist at ServiceTitan
Director of Memberships at LadyTitans
ServiceTitan CSR/Dispatcher Group Moderator

barbb_tw
New Contributor

Congratulations - we made it to 2024, now we get to recall all we learned in 2023! Thank you for always being available!

JessicaSmith
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

More physical activity, less Diet Coke. Lol


Jessica Woodruff Smith, LadyTitans Co-Founder & Process Manager at AirWorks Solutions

MirandaMel
ServiceTitan Certified Administrator
ServiceTitan Certified Administrator

Happy New Year!  No goals set yet, just trying to figure out what day of the week it is!!!

Miranda Melnychuk, RSE
Acclaimed! Heating Cooling and Furnace Cleaning

emsmith
Valued Contributor II

lol, right?!