On the job issues (Surveyor)

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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: Report to Operations. Operations should make a note of the person (client) who made the request to reschedule. Operations will check with Sales and the Client before asking the surveyors to either continue with the survey or reschedule.

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: 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.

Make a note: N/A

Client wants to know pricing

Respond: Surveyors can inform Sales about this request and let the client know that Sales will be in touch with them about pricing shortly after the survey has been completed.

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: 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 Sales and the Client before canceling the survey and informing the surveyor.

Make a note: N/A

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