Appointment Reminder Process #

Reminder: The term used to send a customer an appointment reminder in either email, SMS, or voice.

CSR Sending Reminders #

CSRs do not routinely send manual reminders. If last-minute appointments are added, CSRs can send email reminders or make phone calls to add appointments. SMS manual reminders may be sent by CSRs AFTER it is approved by the CSR manager or team lead in last-minute appointment circumstances.

Confirming Appointments #

It is the policy of Arrow Pest Control that ALL customers receive a phone call about an upcoming appointment if they have not confirmed their upcoming appointment. Customer notes should be included for all confirmation calls.

If the customer is a MUST confirm customer, the appointment may be taken off the schedule at 3:30 for the upcoming day. If the customer is NOT a must confirm customer, AFTER the email, text message, and phone call/voicemail, the customer can be left on the upcoming schedule.

Confirmation Call Script #

Good (morning/afternoon) Mr./Mrs. (insert name here), this is (your name) with Arrow Termite and Pest Control. I am calling you today because you are due for your (insert service/s that is due). Can I confirm your appointment for tomorrow? You do not have to be home for the service as long as there are no locked gates or pets in the yard.

Schedule Confirmation Process for CSR Training #

To ensure efficient scheduling and accurate documentation, follow these clear steps when confirming appointments. This guide outlines the process, key reminders, and best practices to improve clarity and accountability.

Steps to Confirm a Schedule #

1. Review Each Account Carefully
   • Access each customer account and check for:
     • Balances: If there’s an outstanding balance, call the customer to confirm the appointment and attempt to collect payment.
     • Red Notes: Pay close attention to any red notes on the account, as they often contain important information.
2. Handling Accounts with Balances
   • If the balance is for the same service as the upcoming appointment: ➔ The technician should not be sent out until payment is collected.
   • If the balance is unrelated to the upcoming service: ➔ The technician can still proceed with the scheduled appointment but attempt to collect the outstanding balance during confirmation.
3. Identifying Priority Accounts
   • While confirming all accounts is important, pay special attention to stops marked with:
     • “!” — This indicates a must confirm account or special scheduling instructions. If (some) of these accounts are not confirmed by the end of the day, they must be removed from the schedule.
     • “$” — This indicates an account with a balance, which requires a collection attempt.
4. Documenting Confirmation Notes
   • If you call for confirmation and the customer does not answer, you must document a note in the customer card stating that you left a voicemail for confirmation. This is required so if the customer calls back, the rep who answers can proceed with confirmation or a reschedule.
   • Always enter clear, detailed notes in both the customer’s account and the appointment card.

Example Confirmation Note #

Note: While there are designated areas for specific instructions, always type important details in the notes section as well for added visibility.

1. Providing Time Frames #

(Pic to be included of what techs see on mobile for appointments)

• Do not offer a time frame unless the customer requests one.
• When asked for a time frame:
  1. Provide a 2-hour window from the scheduled time. ➔ Example: If scheduled for 2 PM, say “between 2-4 PM”.
  2. For late afternoon stops (e.g., 4 PM), simply say “between 4-5 PM”, since technicians usually finish routes by 5 PM.

2. Marking Confirmed Appointments #

• Once an appointment is confirmed:
  1. Change the appointment bubble to green to indicate confirmation.

3. Timing and Efficiency #

• Begin confirming appointments around 9:00 AM.
• Keep a running list of “must confirm” accounts that haven’t responded and provide this list to the CSR by 2:30 PM when schedules are finalized. Once you have a designated technician for yourself, you will start to remove appointments by this time.
• Schedules must be turned in and completed by 3:00 PM.

Key Reminders for Success #

• Double-check account notes for critical details.
• Prioritize “!” and “$” marked accounts.
• Always document confirmation details clearly.
• Don’t provide time frames unless asked — and follow the 2-hour rule.