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Time-Slot Dispatching sucks.
My plumbing business is ditching time slots.
Here's why & how:
My plumbing business is ditching time slots.
Here's why & how:
Once the day gets rolling, time windows become hard to hit and nearly impossible to guarantee.
To compensate, many co's end up giving wide windows: 8-12, 1-5, etc.
This turns into a lose-lose situation. Everyone hates it.
To compensate, many co's end up giving wide windows: 8-12, 1-5, etc.
This turns into a lose-lose situation. Everyone hates it.
Example: 8-12 window
-You arrive at 10am - middle of the slot. Nailed it! Nice!
-Nope - you're late. Your customer has been waiting for you for two hours!
Poor way to start the call.
-You arrive at 10am - middle of the slot. Nailed it! Nice!
-Nope - you're late. Your customer has been waiting for you for two hours!
Poor way to start the call.
Customer irritated that they need to be available for a large block of time.
You're nearly always perceived as "late."
Techs feel the pressure of having 3 - 4 calls booked on their schedule, leading them to push through the call and not maximize opportunities
You're nearly always perceived as "late."
Techs feel the pressure of having 3 - 4 calls booked on their schedule, leading them to push through the call and not maximize opportunities
This leads to lower customer ratings, lower average tickets, more windshield time
Less revenue for more dead time.
Less revenue for more dead time.
So we're trying No-Slot Dispatching.
-Customers are given a day for their appt - that's it.
-Told they'll get a call 30 mins prior to arrival (can adj. lead time if customer req's).
This way, we're always perfectly on time.
Wherever we go, there we are.
-Customers are given a day for their appt - that's it.
-Told they'll get a call 30 mins prior to arrival (can adj. lead time if customer req's).
This way, we're always perfectly on time.
Wherever we go, there we are.
If someone absolutely requires a hard time, they can have the first call of the morning - of which I have a finite amount available.
(Charge more for these? Not now, but maybe someday.)
(Charge more for these? Not now, but maybe someday.)
No guaranteed slots means we can:
-Shuffle the schedule at will throughout the day as things change.
-Prioritize high-opportunity calls as they come in.
-Relieve pressure from techs, allowing them to maximize each call their given.
-Shuffle the schedule at will throughout the day as things change.
-Prioritize high-opportunity calls as they come in.
-Relieve pressure from techs, allowing them to maximize each call their given.
The flexible schedule will sometimes force us to shift people to the next day, so another element in the works to complement this:
Airline-style updates.
Airline-style updates.
SMS: "This is your 10am Garon T update: We are still on track to service all of our scheduled clients today. We'll reach out when we're on the way!"
SMS: "Due to increasing demand, we are now offering a $50 credit to reschedule service to tomorrow. Please call..."
SMS: "Due to increasing demand, we are now offering a $50 credit to reschedule service to tomorrow. Please call..."
I've found that customers are almost always happy with us - regardless of circumstance - when we over-communicate.
Keeping folks in the dark is a guaranteed way to piss people off, even when you do good work.
Keeping folks in the dark is a guaranteed way to piss people off, even when you do good work.
Now, we shouldn't have people waiting on us. We'll always be "on-time."
Our average ticket should go up. Our techs should feel more relaxed.
Our customers will feel in the loop via our increased communication.
Starts Feb 1.
Our average ticket should go up. Our techs should feel more relaxed.
Our customers will feel in the loop via our increased communication.
Starts Feb 1.
Another example of sub-optimal time slots (from today):
We've got a booked afternoon, but the morning ended up being lighter than expected (calls were quick). I have a technician sitting here, paid and unproductive.
With no time slots, he'd be at his next job right now.
We've got a booked afternoon, but the morning ended up being lighter than expected (calls were quick). I have a technician sitting here, paid and unproductive.
With no time slots, he'd be at his next job right now.
