Customer Interactions

UPDATE: As of 5/8 there will be an automation for this process, see below for the details.

When should Travel Time be added? Travel Time is added automatically if the distance between the job site and the selected branch is greater than 30 miles.

How do I add Travel Time to a Site Visit? Travel Time will automatically be added and calculated to cover the additional mileage.

How much is Travel Time? Travel Time is priced at .02 of an hour per mile, and will change as the hourly rate is increased. (Example: Hourly Rate is $210, Travel Time is $4.20 per mile)

When is Travel Time added? Travel Time is added to the Site Visit when the Service Charge is added.

What am I supposed to do? Make sure that the facility address is accurate, and communicate with the customer that the Service Charge covers 30 miles and, if…

When you receive a notification from the shipping company that a package of keys is lost or damaged, please follow this process to ensure we quickly resolve the issue and communicate accordingly.

1) Look up the key in the work request and determine if the following apply:

1. Was it a restricted key?

2. Was it a key to an exterior door?

3. Was it a master key?

2) Shipping Coverage

Tiger

• Flashy

Here are some actual submissions from our meeting on 10/7/20! When you have additional suggestions, please post them in the comments below. (Thanks @Erin Maness for typing these up!)

• installed video intercoms at front doors of offices where people work alone or late

• implemented key control (knowing who has copies of keys in companies with high turnover)

• provided organization of key records with OMS after a master key was lost

• prevented a lost janitorial master from working doors in a building

• repaired damaged doors and locks

As you know our priorities with Customer Service at Loc Doc Security are Quick Response, Helpful and Kind Communication, and Solving Problems. And if you have dealt with NSPs before, you probably know that this is much more difficult to do on these kinds of jobs. We want to change that, and ensure that our technicians can confidently handle NSP work and improve the customer experience. For this reason we are making some changes to the current process for all our NSP customers, including JLL-Duke Energy. We will define here what an NSP customer is, and set expectations as to what they generally require, and then outline the process to follow from beginning to end. Firstly, what is an NSP? How can you tell if it is an NSP? NSP simply stands for National Service Provider. This means that an NSP finds contractors to do service for their customers, which are generally chain…