Scheduling Procedure

Contacting Customer:

  1. Call customer.

    1. If customer qualifies: “Hi can I speak with ___? This is ___ from Abundance Internet. I saw that you entered your information into our website, so I’m reaching out to answer any questions you may have, or get you scheduled for a site visit!”

      1. Answer any questions the customer has to the best of your knowledge. If you don’t know the answer, “I’m not sure about that, let me ask my technician and get right back to you” is a perfect response. Don’t guess at answers you don’t know.

      2. If they’re ready to schedule a site visit, explain that “A technician will come out to your location for a site visit, run some speed tests, make sure you qualify for fast, reliable service, and everything goes well, he’ll do the installation while he’s out there!”. This gives leads a reasonable expectation about whether or not they’ll receive internet that day.

      3. Work with customer to find an appointment time and day that works for them using calendar perimeters detailed in section below.

    2. If customer does not qualify: “Hi can I speak with ___? This is ___ from Abundance Internet. I saw that you entered your information into our website and I’m sorry to let you know that your address does not qualify for service at this time. Would you like to be placed on our list of people to call should we move into your area?”

      1. If they ask “when do you expect to be in my area?”, do your best to ambiguously answer. The fact is, we don’t know. And it takes a lot of time and money to expand.

      2. If their address is in an area where we might want to expand our service, consult with a lead technician, and send them to the “HubClub” page of our website.

    3. If leaving voicemail for qualified customer: “Hi this message is for ____, this is ___ from Abundance Internet calling because you inputted your info into our website! I’m happy to answer any questions you may have or schedule a site visit if you’re ready! Please feel free to call back or text us at 805.500.8331 so we can help you! Thanks!”

  2. If customer does not answer and Voicemail is left, send text message:

    1. Hi <name> This is <your name> with Abundance Internet, we received your information from a recent signup through our website. If you would like more information or if you’re ready to schedule a site visit, please let me know. We can text or you are more than welcome to call us back. Thank you and have a great day!

Entering appointment into the calendar

  1. Appointments are placed as follows:

    1. Monday, Wednesday, & Thursdays, 3 appointments per day (10am, 1pm, 3:30pm unless specifically requested by customer, exceptions can be made), Technician: David King.

    2. Tuesday & Friday: 2 appointments per day. (10am, 1pm, or 3:30pm, unless specifically requested by customer), Technician: Mike Lenwell.

  2. Select new “event” in shared Google Calendar

    1. Title: “Site Visit - <Lead Name>

    2. Location: Enter address fully

    3. Details: In the details section include:

      1. Link to Lead in CRM

      2. Phone number

      3. Speed Plan if different from standard “Residential 50mbps” (100mbps, Business 50, Business Premium, any other plans that are not “Residential 50mbps).

    1. Message in #Scheduling channel in Slack to notify the team of the new appointment

      1. “Site Visit scheduled for <Date & Time>. <Link to Lead in CRM>”