Minimum Service Update - Training/Communication Document
This document outlines the Minimum Service Update that will be released on 4/5/2022 at 8am.
We will cover WHAT it means & what it will look like, as well as HOW it will work and how to communicate it to the customer.
What Is The Minimum Service?
Along with our increase of hourly rate (to $185/hr), we are adding a minimum service requirement of $185 for each site visit. For STANDARD site visits, this will include $95 to get to the job site, as well as the first $90 of services. For EMERGENCY/AFTER HOURS site visits, as well as NSP site visits (standard or after hours), this will be $185 not including services.
What Will This Look Like?
Instead of the Trip Charge of $79, when a work order is created for a Standard site visit, you will see a $185 Minimum Service Fee added as a line item as well as a $0 adjustment line item. After you have added services to the site visit and completed the tasks, the adjustment will begin to calculate a discount up to $90.(This will show up as a negative item to count against the services added.) Once the $90 limit has been reached this item will remain the same. If an Emergency, After Hours, or NSP option has been selected, the $185 Minimum Service Fee will be added, and there will be no adjustment line item. All services added will be in addition to the Minimum.
How Does This Work?
The way this has been designed is so that Technicians and anyone adding line items do
not have to change their processes for adding line items to a work order. You will not need to do the calculation for the minimum balance, and you will not need to add the line item for minimum service adjustments. You will follow your normal process for adding products and services to the work order. The service fee and adjustments will happen AUTOMATICALLY. Your job will be to ensure the correct services are added, the tasks are properly completed, and that you communicate with the customer.
How Do We Communicate This?
Instead of saying “$79 trip charge” and “$155 hourly rate”, Loc Doc team members will now communicate to customers that we have a $185 Minimum Service which includes the first $90 of services. If the customer is wanting emergency/after hours services, or if the customer is an NSP, then the $185 Minimum Service DOES NOT include the first $90 of services.