Module 1 - The Basics Overview

  • 1
    Why Air Duct Cleaning Matters
  • 2
    Getting to know HVAC systems
  • 3
    The Airflow Journey
  • 4
    Cleaning Process

Module 2 - Selling Solutions

  • 1
    Anatomy of an air duct cleaning Sale
  • 2
    Selling Solutions
  • 3
    Uneven Heating and Cooling
  • 4
    Allergies
  • 5
    Mold Remediation
  • 6
    Fire
  • 7
    Marijuana Residue
  • 8
    Selling a Home
  • 9
    Buying a new home
  • 10
    Urine Contamination
  • 11
    Pest Infestation
  • 12
    Musty / Dusty Smells
  • 13
    Cigarette Smoke Remediation
  • 14
    Post Remodel
  • 15
    New Construction
  • 16
    Routine Maintenance
  • 17
    Dryer Vent Cleaning
  • 18
    Price Anchoring
  • 19
    Handling Objections

Module 3 - Multiple Zones or HVAC Systems

  • 1
    How Multiple Zones or HVAC Systems Affect Pricing and Complexity
  • 2
    Understanding Different Types of Ductwork in Homes
  • 3
    Preparing for Commercial Air Duct Cleaning
  • 4
    Understanding NADCA Certification in the Air Duct Cleaning Industry
  • 5
    Understanding Different Duct Cleaning Methods to Help Stand Out from Competitors
  • 6
    Differentiating HVAC Maintenance and Cleaning

Module 4 - Customer Service

  • 1
    Customer Service
  • 2
    Before the project
  • 3
    Day of the Project
  • 4
    After the Project
Bees Sales Academy/Module 4 - Customer Service/Day of the Project
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Day of the Project

This lesson outlines the critical role of a Virtual Assistant on project day, focusing on mastering proactive communication to ensure a smooth and professional experience for both customers and technicians. You will learn to manage schedules, handle updates, and resolve issues effectively.

Introduction: Your Critical Role on Project Day

As a Virtual Assistant, you are the essential communication link between the on-site technician and the customer. Your performance directly impacts the project's success by ensuring a seamless and professional service experience for everyone involved.

Agenda: Mastering Project Day Communication

This session covers the key responsibilities for managing project day. We will explore proactive schedule monitoring, technician check-ins, customer updates for delays or early arrivals, and a framework for resolving any unexpected issues that may arise.

Primary Duty: Proactive Schedule Monitoring

Your most important task on project day is to actively monitor the technician's schedule using scheduling software. The objective is to identify potential delays before they become problems, allowing you to get an updated ETA and manage the situation proactively.

Knowledge Check: Schedule Monitoring Skills

This section is a quiz to test your understanding of the primary duty of a Virtual Assistant on project day. It reinforces the importance of actively monitoring technician progress to anticipate and address potential delays.

Technician Check-ins: Maintaining Schedule Integrity

To maintain schedule integrity, you must perform regular check-ins with technicians throughout the day. This proactive contact ensures you are always aware of their status—whether they are on time, running late, or ahead of schedule—so you can manage customer expectations accurately.

Customer Updates: Managing Delays Proactively

If a delay occurs, it is non-negotiable to notify the customer before they contact us. A proactive message that acknowledges the delay and provides a new ETA turns a potentially negative situation into a demonstration of professionalism and respect for the customer's time.

Handling Early Arrivals: The Confirmation Protocol

When a technician is running ahead of schedule, always follow the confirmation protocol. Never assume the next customer is ready. Key takeaway:

  • Contact the customer to ask if an earlier arrival time works for them. This simple step respects their schedule and prevents any inconvenience.

Logistical Clarity: Confirming Essential Details

Your responsibility includes confirming all logistical details with both the customer and the technician. This prevents friction upon arrival and includes verifying:

  • Arrival windows
  • Gate codes or building access instructions
  • Key lockbox information

Documenting and Communicating Special Requests

Any special requests from the customer must be documented and communicated clearly to the technician before they arrive. This includes details like specific parking instructions, requests regarding pets, or other preferences that ensure a smooth on-site experience.

The Golden Rule: Stay Ahead of Customer Questions

The golden rule of project day communication is that the customer should never have to ask. By anticipating their needs and providing timely information about delays, arrivals, or logistics, you build trust and demonstrate a high level of professionalism.

Issue Resolution Framework: A Three-Step Process

When unexpected issues arise, use this simple three-step framework for professional resolution:

  1. Acknowledge: Address the problem directly and honestly.
  2. Provide a Solution: Offer a clear next step or updated plan.
  3. Keep Informed: Commit to providing updates as the solution is executed.

Applying the Framework: Example Resolution Script

This section demonstrates the three-step resolution framework in action with a sample script. It shows how to structure a message to a customer about a delay by acknowledging the issue, providing a new ETA, and promising to keep them informed.

The Core Mindset: You Are the Keeper of Time

Adopt the mindset of being the "Keeper of Time." Your role is not just reactive; you are a proactive project manager responsible for the day's schedule and for respecting the customer's time. This perspective is essential for excelling in your role.

Roleplay: Coaching the Keeper of Time Mindset

This is a roleplay scenario where you practice explaining the "Keeper of Time" mindset to a colleague. The goal is to reframe the customer service role from being reactive to being a proactive project manager who controls the flow of the day.

Summary of Key Actions

On project day, your most important actions are to:

  • Monitor the schedule constantly and communicate with technicians.
  • Notify customers immediately about any schedule changes.
  • Confirm all logistical details and special requests in advance.

Final Principle: The Impact of Proactive Professionalism

Every task is guided by the principle of proactive professionalism. By owning the timeline and communicating clearly, you create a low-stress experience for the customer, empower the technician to focus on their work, and set a high standard for service excellence.

Lesson Completion

This chapter marks the end of the formal instruction for the "Day of the Project" lesson.

Conclusion

Mastering project day requires shifting from a reactive agent to a proactive "Keeper of Time." By actively monitoring schedules, communicating all changes to customers before they ask, and clarifying all logistical details, you ensure a seamless, professional experience that builds trust and sets your service apart.

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After the Project

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