On the job issues (Surveyor)
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:
- Can you send me a screenshot of the problem?
- Can you provide more details about the problem?
- Did you try restarting the app?
- Do you have enough memory/ storage on your phone?
- Do you have cell phone reception or access to mobile data in your area?
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: 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
Survey area too busy to complete the survey
Ask:
- What property are you surveying?
- When do you think is a good time to do the survey?
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
Change the order of the Surveys
Ask:
- Why do you want to the change the order of the surveys?
Respond: This should be okay if the survey is not a WWC or doesn’t affect the client and 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
Use Operations to go back to the Main Operations Page
