Saturday Answering Service SOP

Objective: This Standard Operating Procedure (SOP) outlines the responsibilities and procedures for an  assistant in   Budd’s Plumbing to track down a key performance indicator that tracks our overall conversion of the marketing spend we are spending within Budd’s Plumbing .  

Listed below are  the instructions on how to receive incoming calls using Podium and Jobber during Saturday call hours 8am-5pm. These instructions will list step by step, from turning your mobile phone notifications on inside Podium to booking the call and sending out a team member. Please follow the instructions as listed below. 

Turning on phone notifications using the mobile app 

Managing Your Podium Notifications

Introduction

Notifications help you manage customer reviews, feedback, and leads in a timely manner. With Podium, you can easily set notifications about the events that matter most to your business.

Depending on the Notification Type, you can choose to receive alerts on your desktop, through the mobile app, or by email.


 

Notifications Management

To customize your notifications, follow these steps:
 

  1. In Podium, click your profile image (or initials) in the top right corner and click Settings.
  2. Navigate to Your Profile > Notifications.
  3. For each Notification Type, select the type of alert you'd like to receive:
    • Email -
      • Set an email alert for New Messages. Keep in mind, notifications are only sent if the message is not responded to within five minutes.
      • Set an email alert for all new Reviews OR specify to be notified of a certain rating (1-5 stars). For example, to track negative ratings, you might only select 1 and 2 stars.
      • Set an email alert for Surveys. If you do not wish to receive alerts for a specific feedback score (Unhappy, Neutral, Happy), simply un-select the option.
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  • Mobile App
    • Set a mobile alert for New Messages (that are not responded to within five minutes).
    • Set a mobile alert for Surveys. If you do not wish to receive alerts for a certain rating (Unhappy, Neutral Happy), deselect the appropriate feedback score.
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  • Desktop -
    • Set a desktop alert for New Messages (that are not responded to within five minutes).
    • Note: For desktop alerts, please verify your web browser will allow Podium notifications. Click here to jump to the detailed instructions for each browser.
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Desktop Authorization

If you've selected to receive any Desktop alerts, follow the site authorization steps for the appropriate browser.

Loom Video- turning on mobile app notifications

https://www.loom.com/share/bed4dc885a604a04884c6c6f97858529?sid=45012bde-63cd-47ea-95ad-ea9dca321114

Communications via text inside podium 

Message will be sent out to customer 

Hello, Thank you for reaching out. Our apologies, we missed your call. We currently are only available via text messaging at this time. If you would please feel free to text us here on this number. Or if you are in need of service please fill out a work request, form link below. Where we will gather information needed to assess you and get your appointment booked and confirmed.  https://clienthub.getjobber.com/client_hubs/ee6feb6f-4ef4-40a8-af62-ab45d0374412/public/work_request/new?source=social_media.

Customers will be directed to fill out a work request form by clicking on the link provided. 

If further instructions are required direct message to customer will be needed. This can be done directly from your mobile phone. Answer questions from the customer as needed, remember to remind the customer inorder to book an appointment at this time an online request is needed. 

This link can be shared again by using templated “Jobber Work Request Line”

  1. On bottom of message board click on click board

     

    2. Select template “Jobber Work Request Line

    3. Customers are required to fill out a form and submit.

Jobber Request Form Submitted

Make sure your Jobber mobile app notifications are turned on. 

  1. Open Jobber Mobile app on phone 

         2. Click on gear Icon

          3.  Click on notifications

          4. Turn on “New Request” tab

You will now be notified when a new work request has been submitted. 

Work Request Submitted

  1. Work request has been submitted and received
  2. Review work requests and customer information confirming location of service and type. If the criterion fits, move to the next step. 

                  a. If area we do not service and/or service we do not provide during this time 

                         i. Inside Podium use template “ Our Apology”

        3. After review, using template click on “ First Impression”

         4 . Input correct date and time appointment may be booked

        5. Click on Blue send button

        6. Customer will confirm date and time

               a. If date and/or time does not work for customers, offer a minimum of 2 different time slots and/or dates. Keep in mind we are not open on Sunday. 

        7.   If a new customer credit card must be on file before booking confirmation. Using template “Credit Card info New Customer”  message is to be set

           a. Customer denies Credit card process 

                  i. Use template “Credit Card Requirement Denied “

Note: you are unable to send Credit Card links from the mobile app. In order to do this you will need to log into a jobber account via the web. This can be done by logging into your account 

  1. Visit Secure.getjobber.com 
  2. Log in (Log in with google or found log in information in google drive folder) 

After logging into jobber via web

  1. Click on Schedule Assessment

       2. Select correct customer requested 

       3. Click on green paper click icon next to customer name

        4. Scroll down to “Payment Methods”

        5. Click on “Send SMS request”

        6. Click “Send”

        7. Notification will appear inside jobber mobile app after customer form is submitted 

                  a. If form is not submitted within 15 min of the sent credit card request. Message the customer inside Podium using template “ CC Link was sent”

Credit Card Form submitted and received

  1. Inside jobber mobile app click on work request under correct customer 
  2. Click on “Schedule Assessment”

       3. Input instruction - Job Type. Example: Toilet Clog 

       4. Under Schedule > Click on Date selected date and time confirmed with customer 

            a. End time to be set 2 hrs after start time 

       5. Select current team member -(Review schedule in jobber for team member on call) 

       6. Click on “Save” at the bottom of screen

       7. Inside Podium using template “Appointment Book” and send to customer

       8. Inside the Podium send template “Appointment Schedule” to team members. Team member can be found in contact by searching names.

Helpful Tips while using the mobile app

https://www.podium.com/knowledgebase/s/search/Mobile%20App

Note: This SOP can be customized based on the specific requirements and guidelines of Budd’s Plumbing. Regularly review and update the SOP to ensure it remains accurate and aligned with the company's evolving needs. Make notes below in Red that would make this SOP more efficient. Before changing the SOP above, Ben and Mike need to sign off on it.