Difference between revisions of "On the job issues (Surveyor)"
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| − | ===App issues (not able to login, don't see their name or any jobs etc)=== | + | ===App issues (not able to login, don't see their name or any jobs etc.)=== |
'''Ask:''' | '''Ask:''' | ||
| + | * Did you try accessing the Google or Yahoo websites? | ||
| + | * Do you have enough memory/ storage on your phone? | ||
| + | * Are you using an Android phone or tablet? Do you have the latest version of the app? | ||
| + | * Can you provide more details about the problem? | ||
* Can you send me a screenshot of the problem? | * Can you send me a screenshot of the problem? | ||
| − | |||
| − | |||
| − | |||
| − | |||
'''Respond:''' | '''Respond:''' | ||
| − | + | Operations team will walk the surveyor through the app [http://18.207.158.143:8080/index.php/Troubleshooting Troubleshooting] steps. As a last resort, Operations provides essential details for tasks; surveyors can complete the work, capture images on their phones and send them to Operations or upload them when the app is functional again. | |
'''Make a note:''' | '''Make a note:''' | ||
Send real time screenshots of app issues to Operations. | Send real time screenshots of app issues to Operations. | ||
| − | |||
===Large number of repairs needed and not able to finish the survey=== | ===Large number of repairs needed and not able to finish the survey=== | ||
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'''Respond:''' | '''Respond:''' | ||
| − | + | Surveyors should ALWAYS finish the survey and document ALL repairs (both in scope and out of scope). Surveyor guidelines state that: | |
| + | *Large lots can support more repairs per visit than small lots | ||
| + | **Small lots (gas stations, churches etc.)- no more than 5 TRs | ||
| + | **Medium lots (Apartments, condos etc.)- no more than 10 TRs | ||
| + | **Large lots (shopping Centers, strip malls etc.)- no more than 20 TRs | ||
| + | |||
| + | *Damage is to be prioritized as follow: | ||
| + | **Entrances/exits that affect 100% of the traffic | ||
| + | **Drive through lanes | ||
| + | **Main Aisles of the lot | ||
| + | **Handicap areas are high priority | ||
| + | **Anchors are more important than small tenants when looking for HP repairs. | ||
| + | |||
| + | If the lot drastically exceeds the amount of TRs, the surveyor must call into Operations to double check client preferences. Client preferences can be found under the Notes section in the app. For more information, Operations should call the CSR or Account Manager who handled the quote and talked with the client. | ||
'''Make a note:''' | '''Make a note:''' | ||
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'''Ask:''' | '''Ask:''' | ||
* What property are you surveying? | * What property are you surveying? | ||
| − | * | + | * Can you prioritize other damages as you wait for the traffic to move on or clear up? |
'''Respond:''' | '''Respond:''' | ||
| − | + | Operations should take the extra time to finish the survey. They can prioritize recording damage in areas such as the main drive lines, entrances and exits as they wait for traffic to move and clear up. At all times, they should be extra vigilant and prioritize their safety as they complete the survey, even if it takes longer. If any damage has been missed (such as a parked vehicle or a truck making a delivery and the surveyor cannot see under the vehicle), the surveyor should make a note of it in the Notes section and take a picture. | |
'''Make a note:''' | '''Make a note:''' | ||
| Line 114: | Line 126: | ||
'''Respond:''' | '''Respond:''' | ||
| − | This should | + | This should acceptable as long as |
| + | *The survey is not a WWC | ||
| + | *Doesn’t affect the client requests or preferences | ||
| + | *All the surveys are completed. | ||
'''Make a note:''' | '''Make a note:''' | ||
| Line 121: | Line 136: | ||
===Client asks for survey reschedule=== | ===Client asks for survey reschedule=== | ||
'''Ask:''' | '''Ask:''' | ||
| − | * Who (Name,Title and phone number) asked the surveyor if they can reschedule the survey? | + | * Who (Name, Title and phone number) asked the surveyor if they can reschedule the survey? |
* Ask the Surveyor to put Operations on the phone with the same person on site. | * Ask the Surveyor to put Operations on the phone with the same person on site. | ||
| − | '''Respond:''' | + | '''Respond:''' Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section. |
| − | + | ||
| + | The surveyor should try and complete the survey. The surveyor should respectfully inform the client of their purpose (doing the survey) and ask if | ||
| + | *The surveyor can unobtrusively cover other areas of damage in the meantime | ||
| + | *The surveyor can come back in an hour or two if that is more convenient to the client. | ||
'''Make a note:''' | '''Make a note:''' | ||
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'''Respond:''' | '''Respond:''' | ||
| − | Operations can advise the surveyor to use chalk instead of paint and to make sure the chalk markings are | + | Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section. |
| + | |||
| + | Operations can advise the surveyor to use chalk instead of paint and to make sure the chalk markings are CLEAR and LEGIBLE in the pictures. In the rare instance that chalk is used to mark the repairs, the surveyor should provide EXTREMELY detailed and complete notes in the App regarding the location and extent of damage so that the technicians know what exactly needs to be repaired. | ||
'''Make a note:''' | '''Make a note:''' | ||
| Line 142: | Line 162: | ||
===Client wants to know pricing=== | ===Client wants to know pricing=== | ||
'''Respond:''' | '''Respond:''' | ||
| − | Surveyors | + | Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section. |
| − | + | Surveyors should document the client's request and let the client know that Sales will be in touch with them about pricing shortly after the survey has been completed. The surveyor can also inform the client that for 1 TR, the price will never be more than (Current TR Price). | |
| + | |||
'''Make a note:''' | '''Make a note:''' | ||
N/A | N/A | ||
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'''Respond:''' | '''Respond:''' | ||
| − | Report to Operations and wait for confirmation before leaving the site. Operations should make a note of the person (client) who made the request to stop the survey. Operations will check with | + | Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section. |
| + | |||
| + | Report to Operations and wait for confirmation before leaving the site. Operations should make a note of the person (client) who made the request to stop the survey. Operations will check with CSR and the Client before canceling the survey and informing the surveyor. | ||
'''Make a note:''' | '''Make a note:''' | ||
Latest revision as of 17:15, 12 February 2024
Use Operations to go back to the Main Operations Page
On the job issues (Surveyor)
Client no show for walk with client
Ask:
- Have you already tried to contact the client?
Respond: Report to Operations and wait for confirmation to resume the route. Operations will try to get in touch with Sales and the client to figure out the situation and reschedule, if necessary.
Make a note: N/A
Missing time frame to meet with client
Ask:
- Have you already tried to contact the client?
- Does Operations need to get in touch with the client to reschedule?
- Why are you delayed?
- How late are you going to be?
Respond: Report to Operations and wait for Operations to analyze the situation and advise the surveyor on the next actions they should take.
Make a note: N/A
Stuck in traffic and not able to complete list of surveys
Ask:
- Why are you delayed?
- How late are you going to be?
Respond: Report to Operations and wait for Operations to analyze the situation and advise the surveyor on the next actions they should take.
Make a note: N/A
Delayed due to weather conditions: Rain/ Snow
Ask:
- Why are you delayed?
- How late are you going to be?
Respond: Report to Operations and wait for Operations to analyze the situation and advise the surveyor on the next actions they should take.
Make a note: N/A
Flat tire or other vehicle issues
Ask:
- Why are you delayed?
- How late are you going to be?
Respond: Report to Operations and wait for Operations to analyze the situation and advise the surveyor on the next actions they should take.
Make a note: N/A
Stopped by law enforcement
Ask:
- What happened?”
- Why were you stopped?
Respond: Report to Operations for their information and record.
Make a note: Deliver all documents from law enforcement to Branch Manager.
Lost; cannot find correct job site
Ask:
- Which job site are you attempting to survey?
Respond: Surveyors should call Operations. Operations will provide information (client address, pothole locations etc.) to the surveyor to continue their jobs, assess repairs and take pictures on their phone.
Make a note: N/A
App issues (not able to login, don't see their name or any jobs etc.)
Ask:
- Did you try accessing the Google or Yahoo websites?
- Do you have enough memory/ storage on your phone?
- Are you using an Android phone or tablet? Do you have the latest version of the app?
- Can you provide more details about the problem?
- Can you send me a screenshot of the problem?
Respond: Operations team will walk the surveyor through the app Troubleshooting steps. As a last resort, Operations provides essential details for tasks; surveyors can complete the work, capture images on their phones and send them to Operations or upload them when the app is functional again.
Make a note: Send real time screenshots of app issues to Operations.
Large number of repairs needed and not able to finish the survey
Ask:
- What property are you surveying?
- How long will you take to do the survey if you include all the repairs?
Respond: Surveyors should ALWAYS finish the survey and document ALL repairs (both in scope and out of scope). Surveyor guidelines state that:
- Large lots can support more repairs per visit than small lots
- Small lots (gas stations, churches etc.)- no more than 5 TRs
- Medium lots (Apartments, condos etc.)- no more than 10 TRs
- Large lots (shopping Centers, strip malls etc.)- no more than 20 TRs
- Damage is to be prioritized as follow:
- Entrances/exits that affect 100% of the traffic
- Drive through lanes
- Main Aisles of the lot
- Handicap areas are high priority
- Anchors are more important than small tenants when looking for HP repairs.
If the lot drastically exceeds the amount of TRs, the surveyor must call into Operations to double check client preferences. Client preferences can be found under the Notes section in the app. For more information, Operations should call the CSR or Account Manager who handled the quote and talked with the client.
Make a note: N/A
Survey area too busy to complete the survey
Ask:
- What property are you surveying?
- Can you prioritize other damages as you wait for the traffic to move on or clear up?
Respond: Operations should take the extra time to finish the survey. They can prioritize recording damage in areas such as the main drive lines, entrances and exits as they wait for traffic to move and clear up. At all times, they should be extra vigilant and prioritize their safety as they complete the survey, even if it takes longer. If any damage has been missed (such as a parked vehicle or a truck making a delivery and the surveyor cannot see under the vehicle), the surveyor should make a note of it in the Notes section and take a picture.
Make a note: N/A
Change the order of the Surveys
Ask:
- Why do you want to the change the order of the surveys?
Respond: This should acceptable as long as
- The survey is not a WWC
- Doesn’t affect the client requests or preferences
- All the surveys are completed.
Make a note: N/A
Client asks for survey reschedule
Ask:
- Who (Name, Title and phone number) asked the surveyor if they can reschedule the survey?
- Ask the Surveyor to put Operations on the phone with the same person on site.
Respond: Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section.
The surveyor should try and complete the survey. The surveyor should respectfully inform the client of their purpose (doing the survey) and ask if
- The surveyor can unobtrusively cover other areas of damage in the meantime
- The surveyor can come back in an hour or two if that is more convenient to the client.
Make a note: N/A
Client doesn't want lot marked with paint
Ask:
- Who (Name, Title and phone number) asked the surveyor not to use paint to mark the lots?
Respond: Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section.
Operations can advise the surveyor to use chalk instead of paint and to make sure the chalk markings are CLEAR and LEGIBLE in the pictures. In the rare instance that chalk is used to mark the repairs, the surveyor should provide EXTREMELY detailed and complete notes in the App regarding the location and extent of damage so that the technicians know what exactly needs to be repaired.
Make a note: N/A
Client wants to know pricing
Respond: Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section. Surveyors should document the client's request and let the client know that Sales will be in touch with them about pricing shortly after the survey has been completed. The surveyor can also inform the client that for 1 TR, the price will never be more than (Current TR Price).
Make a note: N/A
Asked to stop surveying and leave the premises
Ask:
- Who (Name,Title and phone number) asked the surveyor to stop surveying and leave the premises?
Respond: Any time the surveyor has a direct contact with the client for any reason, the detailed interaction should be documented in the Notes Section.
Report to Operations and wait for confirmation before leaving the site. Operations should make a note of the person (client) who made the request to stop the survey. Operations will check with CSR and the Client before canceling the survey and informing the surveyor.
Make a note: N/A
Use Operations to go back to the Main Operations Page
