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Dispatching Best Practices for Your Mobile Service Business

Software like Jobber sets a new standard for dispatching best practices, putting superior professionalism and better customer service than your competition within reach.

We live in a world that’s powered by software. You can order a cab ride by tapping on your phone screen, get toilet paper delivered to your door by a drone…and know your employees will show up to an emergency service call without even calling them.

That’s right. Software like Jobber makes the third scenario possible, and sets a new standard for dispatching best practices.

Responding to last minute jobs, keeping customers informed, and maintaining service contracts are all made easier with software, and can put you ahead of your competition as a professional service provider. We explain how.

But first, the key to expert dispatching...

Where do your employees see their schedule? Via email? On a piece of paper?

How up to date is it? To the day? To the minute?

Effective dispatching starts with effective communication.

If your employees have the Jobber app on their phone, they can open it up and see their most up to date schedule to the second. If you postpone a job, or add a new one to their day because someone called in sick their schedule changes in real time.

Your communication happens automatically, no phone tag necessary.

Add to this your ability to include notes or attach files to each job in Jobber, and your employee has a solid idea of what to expect at each service call without you spending your time explaining.

When your communication is on point, you can rest easy knowing your employee will show up to a job on time, prepared, and ready to get right to work.

Quote

If your employees have the Jobber app on their phone, they can open it up and see their most up to date schedule to the second. If you postpone a job, or add a new one to their day because someone called in sick their schedule changes in real time.

Quote

The new dispatching standards

How you handle the 3 following situations will set you apart from your competition.

1. Responding to quote requests and emergency jobs

The faster you can respond to emergency jobs and requests for quotes, the faster you can send out an invoice for a job well done and get paid. No brainer.

Here’s what a time-sensitive call looks like with Jobber software:

1. While you’re on the phone with your client, pull up Jobber’s map view to see which of your employees are currently closest to the incoming job. (Made possible with Jobber’s GPS tracking feature.)

GPS-WaypointsV2

2. Once you’ve identified an employee, switch to the grid view to see when they next have a gap in their schedule, or drag and drop an existing job to create a gap in the schedule. Book a new appointment in that schedule gap and jot down any notes that might help your employee get to work faster.

field service dispatch

3. Let the client on the phone know when your employee will be by, and rest easy knowing your employee already has an up to date schedule in their back pocket.

Software helps you drop everything and provide faster service for your customers. There are less calls back and forth, and you know you can win over new clients or impress your high value clients better than your competition.

2. Keeping customers informed

Clients don’t like to be left in the dark. Period. Especially when they need to be home or at the office to give you access to a space between a certain time frame. You might schedule a 12pm to 5pm work window for good reason, but an opportunity to narrow that time frame for your client is in your best interest.

How?

Whether or not you use Jobber, getting your employees to text your clients when they’re on their way, or to tell them that they’re running late is both a dispatch and customer service best practice.

The advantage of a software like Jobber is that your employees can send a prepared text message to a client through the Jobber app on their phones. You standardize the message, and your employees simply have to press a button to send an ‘on my way’ or ‘running late’ note to the client cell phone number stored in Jobber. No finding and typing in numbers and messages while they’re on the go. Easy.

Make the waiting around part of the process easier for your clients and you’ll be their first choice, and their first referral when a friend is in need of the services you offer.

3. Maintaining service contracts

Whether your maintenance contract has you servicing a client every month, every quarter, or as needed, you can save yourself time and ensure you don’t let a contract slip through the cracks by handling these recurring jobs with software.

If you’re using Jobber, we recommend that you schedule all of your recurring appointments for the first of the month so that they’re all in the system rather than on paper waiting to be scheduled (and easier to misplace or forget about).

A couple weeks before the end of the month, you or your office manager can quickly call or email you clients to confirm days and times, then easily drag and drop the appointment to the set date.

DragandDrop

Bonus: dragging and dropping jobs in the calendar does not affect future visits, so next month’s recurring job stays on the first of the month until you move it.

Another easier option is simply to schedule recurring jobs at your convenience then send clients an appointment reminder that asks them to call in if they need to reschedule. No telephone tag involved.

In today’s technology-driven world, clients expect more from their service providers. Your clients use software for ordering food, checking in for airplane trips, and more, and dealing with your business shouldn’t be an exception.

Want to boost your dispatch process with software?

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