Thank you for calling Berrett HVAC and appt , this WIll result in a diagnostic

Plumbing, this is ELMER, I’m here to help! fee

what’s bugging you today?
*We wont charged anything from
you but our technician will charge
you for the diagnostic fee or either
I’m sorry to hear that, but rest assure,
you agree to the technician’s quote.
we can help you with that, but first may I know
what is your location to make sure we service
Unfortunately, We aren’t provide
your area.
that kind of service.
Okay perfect., that works . by the way I’ll be
NO pools
needing your information as well, may I get
NO water wells
your name pls, address, phone number and
No new constrcution for commercial
email?
properties (plumbing)
No new construction for residential
And just so you know we have $29 diagnostic
properties (plumbing)
fee for the technician to come out for you to
NO repairs on Appliances (washer,
give you a quote.
dryer , dishwasher )
WE CAN ONLY INSTALL NEW
however, if you agree to our technicians quote,
APPLIANCES NOT REPAIR!
we will just wave the diagnostic fee for you.
No AC window units (only portable)
No
*This $29 is for the technicians diagnostic and
trip charge and will give you a quote.
If a customer doesnt want to give CC
after saying rebuttal , place on hold
I’ll go ahead and look for you the nearest
and contact manager for the
available technician to schedule, one moment
approval
pls.
If a customer is telling you he needs
what card would you be using to put on file to
something done and you are unsure
secure your apoointment.
if we provide that specific service
call the plumbing manager or hvac
The technician will reach out prior to manager .
his arrival.
Is there anything I can able to help ON A CALL
you with? Opening script
Is this Acknowledge Customer issue
Collect customers information
------------------------------------------- advise of diag fee
Offer appt
For Plumbing Recalls call Ben to see
Collect cc
if it is an actual recall before Refresh appt
scheduling Close call and ask for review

For HVAC Recalls go ahead and get ANY city 1 hour and 20 min from
DFW call hvac / Plumbing manager
them scheduled for same issue . If
to see if we can service.
new issue there will be a new diag
fee Whenever route is fully booked
NEVER turn a customer down CAll a
Customers with memberships manager to see if we can fit
customer in!(please add this to notes
doesn't have to pay diag fee for the
member ship they have
If they have a plumbing
membership but will like a hvac
I will go ahead and call our manager to make The challenges that I encountereed are the
sure if we provide these kind of service. terms that Im not familiar with, cx asking for
this specific company and I did not realize that
He’s currently on another call, however may I they are asking for a company name.
get your contact information instead and I’ll go
back with you within this day. Thank you. Im not getting enough inbounds calls.
For out bound, they are not inrterested because
Kindly stay on the line.pls hold on they are already under contract to other
companies, or someone on their home is taking
I will let our manager know about it. And my care of it.
sincere apologies for the inconvenience.

May I Know the reason why do you want cancel

the appointment?
Leak is under the house
Concrete Slab but no water on the slab
May I know the reason why you’re calling? Cx heard water
Heated floor
Okay lemme pull out your file real quiick. Wait Water bill increased
for a moment
5-6ft under the house is the leaked
Let me check that real quick for you
Leaked detection $400
Consultation fee
Sewer pipe 2016
Hvac
3,950
What kind of brands do we install
Any brands carrier, Trane, Daikin, Lennox
No window type
Daikin ac
Split system

Plumber
The water is leaking outside

To com
To install bidet

Clogged drain on the shower

Drain

CONDENSATE drain? conneced to drain pipe

line and mostly on the bathroom sink.
Condensation(the moisture that come out on
AC)

3 deep
Asking addtnl questions
 • Where do you smell gas?

HVAC Emergency calls

 Heater not working in freezing
temperatures
 AC not working in excessive heat
temperatures
 AC system leaking and flooding the
home

Plumbing Emergency calls

 Whole house back up
 Gas leaks Water heater flooding the
home
 Sewage back up

Plumbing after hours script

Intro: .... What is the nature of your
emergency?
Water leak:
• What specifically is leaking (fixture,
toilet, water pipe in the wall)?
• Have you tried to shut off the water to
the home?
• Recommend customer call fire dept to
shut water off in the interim.

Drain stoppage:
• Is the whole house stopped up or just
one bathroom?
• Do you have a 2-way cleanout in the
yard to access the sewer system?

Water Heater:
• Is the unit leaking into the drain pan or
into the home?
• Location of the unit?
• Gas or Electric unit?
• How many gallons is the unit? Or is the
unit tankless?
• How many heaters do you have?

Gas leaks:
• Has your gas been turned off by the gas
company?
 • “Can you describe any symptoms you’ve
observed, like unusual sounds, strange
odors, or visible issues?”

HVAC EMERGENCY AFTER HOURS

SCRIPT
Next Steps:
Introduction:
1. Greeting: 10. Service Appointment:
• “Thank you for calling Berrett Home • “Based on the information provided, it
Services emergency services. My name is seems like this requires immediate
[Representative Name]. attention. We will dispatch our on-call
Verify Caller Information: technician to your location.”
Payment Details:
2. Caller Verification:
• “To better assist you, may I please have 11. Payment Confirmation:
your full name and contact number?” • If existing customer, verify if there is a
card on file. If not: “It looks like we
3. Address Confirmation: currently don’t have a credit card on file.
• “Can you confirm the address of the We will need you to provide one before
property where the HVAC emergency is we are able to dispatch a technician.”
occurring?”
Details of the Emergency: • If NEW customer:
“One last thing. We do require credit card
4. Nature of Emergency: payment information before we can
• “Briefly describe the nature of the HVAC dispatch a technician.
emergency.
Is it a heating or air conditioning issue?” Do you have a credit card I can add to our
system to secure payment once
5. Specifics: technician is complete?”
• “Could you provide more details about • If paying with check or cash, add to
the problem? notes so technician can verify with
For example, is there a complete system customer upon arrival.
failure, unusual noises, leaks, or any other
specific issues?” 12. Technician Arrival:
Urgency Assessment: • “Our technician will be arriving at your
location within 2 hours. In the meantime,
6. Severity: we recommend shutting the unit off at the
• “On a scale from 1 to 10, with 10 being thermostat.”
the highest, how urgent would you rate
this situation?” 13. Confirmation:
• “Before we conclude, do you have any
7. Immediate Safety Concerns: other crucial information or questions?
• “Are there any immediate safety We want to ensure we address all your
concerns, such as gas leaks, electrical concerns.”
issues, or extreme temperatures?” Closing:
Diagnostic Questions:
14. Thank You:
8. Attempts to Resolve: • “Thank you for contacting Berrett Home
• “Have you attempted any Services.
troubleshooting steps, like checking the Our team is working to resolve the issue
thermostat, circuit breaker, or filters?” promptly. If you have any further
questions, please don’t hesitate to call.”
9. Observable Symptoms: