Toolboxplaybook-back-btn Playbookplaybook-back-btn Chapter 11

CHAPTER 11

Field + Office Best Practices

Debriefing technicians on high-opportunity service calls, handing off unsold jobs to a followup coordinator, and selling, renewing and maintaining service memberships can all increase revenue and drive success. Performing those tasks efficiently requires a plan.

SECTION 1 OF 3

Debrief Process

Debriefs ensure steps were followed, reduce callbacks

The debrief process is a great way to confirm that the steps required for the call were performed.  It helps the technician remember to not miss any items, plus helps the office verify the process is complete.   

For techs, it helps reduce needless callbacks. For customers, it ensures the company’s procedures for a successful call are followed.  For the company, it reduces callbacks, provides consistency and increases customer satisfaction.

There are examples of debrief forms below, but you can create your own. To do that, assemble various team members from all aspects of the company.

  • Walk through the customer journey and each recommend items that should be verified before the tech leaves the job. 

  • Remember to keep forms as short as possible while gathering the necessary information. 

Involving the team creates buy-in and understanding. Building them into ServiceTitan creates efficiency. And there are also standard ServiceTitan forms you can import. 

Often, the forms are completed by technicians, then reviewed and confirmed by management or dispatch. 

Some companies require techs to call in after every call, and dispatchers complete the form with the technician on the line. That can improve communication, but comes at the cost of efficiency, ties up the phone, and requires a lot of man-hours as your team grows. 

The hybrid? Leverage ServiceTitan and have the techs do the debrief, but move to phone conversations with dispatch or management if a tech is having performance issues.

Here are some sample forms you can upload into ServiceTitan for the Debrief Process.

Go to Section 2: Rehash