Lesson 17: Managing Your Route

Objective:

By the end of this training, technicians will understand how to effectively manage their schedules using PestPac, ensure timely rescheduling of unserviced appointments, maintain their chemical inventory, and adhere to company protocols to earn a monthly completion bonus. This will help Clements Pest Control maintain high customer satisfaction and operational efficiency.

Overview:

Clements Pest Control operates on a 28-day schedule using PestPac, which allows technicians to view and manage their upcoming appointments. This lesson will cover the importance of preparing for the month ahead, using PestPac's features, handling unserviced appointments, and managing weekly chemical inventory. By following these protocols, technicians can avoid scheduling conflicts, maintain adequate supplies, and potentially earn a completion bonus.

Preparing for the Month Ahead

Clements Pest Control uses PestPac on a four-week (28-day) schedule, Monday through Friday. At the end of each month, the operations team generates service orders for the upcoming month. These service orders are visible to technicians on their PestPac Mobile app, allowing them to plan ahead.

Key Steps:

• Review Your Schedule: Technicians should review their upcoming schedule each day to identify any potential conflicts, such as holidays or weather conditions.

• Reschedule as Needed: Use extra days to reschedule unserviced appointments or make adjustments for holidays. Contact customers in advance to make any necessary changes.

• Request a Printout: If needed, technicians can request a monthly printout of their schedule from the operations team for better planning.

• Sync Changes in PestPac: Always sync any changes made to customer appointments in PestPac Mobile to keep the office team informed.

Using the Call Ahead Feature in PestPac

The “Call Ahead” feature helps technicians notify customers a few days before their appointment. This can improve communication and ensure the customer is prepared for the visit.

Key Steps:

• Set Up Call Aheads: If a technician wants to enable call-ahead notifications for a specific customer, they should notify the operations team to update the customer’s account.

• Benefits: This feature helps appointments run smoothly and enhances customer satisfaction by reminding them of the scheduled service in advance.

Evaluating Your Week Each Friday

At Clements, we review unserviced appointments weekly to avoid customer dissatisfaction and missed revenue. Technicians are responsible for checking any unserviced appointments and rescheduling them promptly.

Key Steps:

• Review Unserviced Report: Each Friday, check the unserviced report in PestPac and take action on missed appointments.

• Reschedule within a Week: Technicians must reschedule unserviced appointments within the next week to avoid delays and maintain customer satisfaction.

• Avoid Reprimand: Failure to reschedule in a timely manner can lead to reprimands, as missed appointments hurt the company’s reputation and revenue.

Monthly Completion Bonus

Clements offers a $100 bonus to technicians who have no unserviced appointments at the end of the month. This bonus rewards technicians for providing timely and efficient service, helping to maintain high levels of customer satisfaction.

Key Steps:

• Eligibility for Bonus: To earn the $100 bonus, technicians must reschedule missed appointments within seven days and ensure all jobs are completed by month-end.

• Incentive: This bonus encourages technicians to take ownership of their schedules and prioritize customer service.

Weekly Chemical Inventory

Technicians must ensure they have enough chemicals and products for their scheduled appointments. This involves placing weekly orders with their supervisor and properly tracking any chemicals they use from the warehouse.

Key Steps:

• Place Orders: Technicians should place weekly chemical orders by filling out a “chemical request form” and submitting it to their supervisor.

• Track Usage: Any chemicals taken from the warehouse must be recorded on the chemical sheet for tracking purposes.

• Ensure Inventory: Technicians need to have enough inventory to last until the next order is fulfilled. If products are unavailable, discuss alternative solutions with the supervisor.

Key Standards & Expectations as a Clements Technician:

1. Prepare in Advance: Review your monthly schedule and make adjustments as needed.

2. Reschedule Promptly: Address unserviced appointments within seven days to maintain customer satisfaction.

3. Manage Inventory: Submit weekly chemical orders and track product usage properly.

4. Utilize PestPac Features: Use the Call Ahead feature to improve customer communication.