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Processes for Coordinators
Beginning of the day
Look at the Inspectpoint Calendar to review every technicians day.
Ensure the proposals have been approved for new customers.
Ensure no one is over scheduled.
A Call comes into Dialpad
Answer: Maverick Fire and Safety this is "name" . How can I help you?
As customer is talking type notes into Dialpad note section and save
If it is a potential new customer find out what they are looking for . Quote a price and let them know when we can be there.
Have Inspect point Calendar pulled up to see the inspectors and technicians schedule.
Get their information, Add an account, building and contact info.
Create a proposal and email it to them. Use the pricing sheet to quote pricing.
Require a card on file for new customers by clicking payment method on the first page.
Require a deposit if there are parts or equipment needed for the work.
Wait for them to confirm they've received the email and click the accept button.
Add to the schedule.
If any parts are needed please place the order.
If it is a current customer:
Open Inspectpoint and greet the customer and thank them for being a customer.
Schedule the work or inspection needed.
Send a proposal and await on the phone to ensure they received it and clicked accept.
Fire Alarm Service Call Procedures
If the customer indicates they have a fire alarm the keeps going off or has trouble on the panel and they are requesting someone to come out.
Ask the following questions:
Are you a current customer? If so, find them in inspectpoint and schedule a service call.
If they are a new customer - Tell them we can get out to their location if they are in the Houston Area. Let them know the cost is $350 for trip fee and troubleshooting.
If they are good with the price - Enter their information into inspectpoint while they are on the phone with you. Create an Account, Building and Contact. Create the proposal and send it. Wait on the phone to ensure they receive the proposal and click accept.
Once they've clicked accept ask them to text you images of their fire alarm panel, one with the door closed and one with the door open. Share this on the work order and schedule it.
Throughout the day
Answer all customer calls and lead calls that come in
check in with technicians after jobs are completed to run cards for payment and/or create proposals
Check the notes in inspect point after each job to see of there are any additional items that need to be addressed.
After customers have paid, submit their inspection reports to compliance engine
Ensure you speak to each technician daily to keep the business relationship strong.
End of the day
Confirm appointments for the next day via phone call, email or text. Always text through Dialpad
Confirm the proposals have been accepted.
Confirm that the technicians have the equipment and parts needed for the next day.
Run cards on invoices and work orders after confirming the work was completed. Check the notes in inspectpoint or with the technician.
Check with technicians to see of additional work is needed at any of their stops so you can create additional proposals.
Reschedule any appointments that the technicians were not able to get too today.
End of the week
Look at the past week.
Any unpaid invoices - Call the customer or run the card on file after alerting the customer.
Any inspections or work orders that were not completed or started, reach out to the technician for details and reschedule.
Any unapproved proposal for the next week - Call, text or email the customer to confirm their email address and ask them to accept the proposal.
Look at the next week's schedule. Ensure no one is over scheduled. Use Google maps or Scheduling feature to ensure the routes are efficient. Ensure there is enough time to complete each job before the next ones.
Confirm with customers for the following Monday.
Determine the parts and equipment needed for the next weeks jobs and inspections.
Check with Shop to get an inventory of what is in the shop.
Check with technicians to ensure they have the parts and equipment needed for the next week.
New customer policy
All new customers must have "Accepted" their proposal to be added to the schedule. A card on file is required for new customers.
Work order and Inspection notes policy
Notes should be added to all inspections and work orders in the technicians instructions section.
The notes should include
Contact Name
Contact phone number
Description of work to be done
Any special instruction on entering the property, security or safety requirements.
Time frame of appointment - for example show up between 8 am and 12 pm
Technician site visit policy
A work order or inspection in required and an appointment scheduled on the calendar in inspectpoint for any technician to visit a customer site.
No employee shall visit a customer site for any reason without the visit being scheduled on inspectpoint.
Processes for Field Techs and Inspectors
Beginning of the day
Look at the Inspectpoint Calendar to review your day.
Ensure you have the parts and tools needed.
Indicate on Dialpad that you are heading to your first appointment.
Check in at your first appointment.
If you are over scheduled, alert the service coordinator immediately.
Protocol for each appointment
Click - On my way when you are headed to your next stop.
Check in when you arrive.
Text or call the contact to let them know you are there.
Speak with the customer and begin work.
fill out your reports and document with the ipad while performing the inspection or the work order.
If there are deficiencies or additional repairs needed please let the customer know.
You can quote these if you know the pricing otherwise, let the Service coordinator Know so they can create a new proposal.
If you are able to perform the repairs on site and the customer approves the proposal then stay and complete them as long as it won't make you late for the next appointment.
When the inspection, work order or repairs are completed and you are back in your truck, complete the reporting then check out of the job site. Add notes to each job to describe who you spoke with and what you did.
Indicate in inspect point that you are on your way to the next job.
End of the day
Review your appointments for the next day.
Confirm the proposals have been accepted.
Confirm that you have the equipment and parts needed for the next day.
Call or text the Service Coordinator to let them know you are done for the day.
End of the week
Look at the next week. If you see any unapproved proposal for the next week - Call, text or email the Service Coordinator.
If any appointments do not have technician instructions, reach out to the service coordinator to ask them to add it.
Determine the parts and equipment needed for the next weeks jobs and inspections. Confirm with the Service Coordinator that these have been ordered and you can pick them up.
Report your truck inventory to the Service Coordinator.
Company Truck policy
Company trucks are only to be used for Maverick Fire and Safety business. Do not use them for personal use for insurance purposes.
If you are using a person vehicle, please only use Gas cards for Maverick Fire and Safety business. Do not use the gas card on the weekends or evenings for personal use.
Work order and Inspection notes policy
Notes should be added to all inspections and work orders in the technicians instructions section.
The notes should include
Contact Name
Contact phone number
Description of work to be done
Any special instruction on entering the property, security or safety requirements.
Time frame of appointment - for example show up between 8 am and 12 pm
Technician site visit policy
A work order or inspection in required and an appointment scheduled on the calendar in inspectpoint for any technician to visit a customer site.
No employee shall visit a customer site for any reason without the visit being scheduled on inspectpoint.
it does not matter who calls you, if there is no work order, inspection or an appointment in inspectpoint you do not go.
Processes for Inspectpoint
Creating an Account
Click “Account” in the left column
Click “+Acount”
Enter Company info
Save.
Creating a Building
Click - On my way when you are headed to your next stop.
Check in when you arrive.
Text or call the contact to let them know you are there.
Speak with the customer and begin work.
fill out your reports and document with the ipad while performing the inspection or the work order.
If there are deficiencies or additional repairs needed please let the customer know.
You can quote these if you know the pricing otherwise, let the Service coordinator Know so they can create a new proposal.
If you are able to perform the repairs on site and the customer approves the proposal then stay and complete them as long as it won't make you late for the next appointment.
When the inspection, work order or repairs are completed and you are back in your truck, complete the reporting then check out of the job site. Add notes to each job to describe who you spoke with and what you did.
Indicate in inspect point that you are on your way to the next job.
End of the day
Review your appointments for the next day.
Confirm the proposals have been accepted.
Confirm that you have the equipment and parts needed for the next day.
Call or text the Service Coordinator to let them know you are done for the day.
End of the week
Look at the next week. If you see any unapproved proposal for the next week - Call, text or email the Service Coordinator.
If any appointments do not have technician instructions, reach out to the service coordinator to ask them to add it.
Determine the parts and equipment needed for the next weeks jobs and inspections. Confirm with the Service Coordinator that these have been ordered and you can pick them up.
Report your truck inventory to the Service Coordinator.
Company Truck policy
Company trucks are only to be used for Maverick Fire and Safety business. Do not use them for personal use for insurance purposes.
If you are using a person vehicle, please only use Gas cards for Maverick Fire and Safety business. Do not use the gas card on the weekends or evenings for personal use.
Work order and Inspection notes policy
Notes should be added to all inspections and work orders in the technicians instructions section.
The notes should include
Contact Name
Contact phone number
Description of work to be done
Any special instruction on entering the property, security or safety requirements.
Time frame of appointment - for example show up between 8 am and 12 pm
Technician site visit policy
A work order or inspection in required and an appointment scheduled on the calendar in inspectpoint for any technician to visit a customer site.
No employee shall visit a customer site for any reason without the visit being scheduled on inspectpoint.
it does not matter who calls you, if there is no work order, inspection or an appointment in inspectpoint you do not go.
New Vendor Packets and GC Contracts
Who performs this? the Administrative Staff
Roseanna Bryan is the current Administrator
All New vendor packets and GC contracts are to be sent to Roseanna for review and to be completed.
Please allow 3 business days for review and completion.
GC Contracts
GC contracts are sent before or after a construction job is awarded to Maverick.
Roseanna will review the contract to ensure it is agreeable to Maverick Fire and Safety.
Maverick avoids 30 day net and 90 day net jobs as it puts a strain on Maverick Fire and Safety.
The contract is read and reviewed.
The Administrator alerts C-Level of any
different pricing
retainages
delays in payment
requests for receipts
mentions of specific sizes, equipment, parts or brands
mentions of services that are not in the scope of work
timelines provided by the GC that are not reasonable
A conversation with C-Level and the sales person to discuss the above findings.
After the details are worked out, the GC contract can be signed.
New Vendor Packets
New Vendor Packets are usually requested by customers that are using us for repairs or inspections.
This is how they get us into their accounting system.
New Vendor Packets are to be sent to the Admin team.
Currently this is Roseanna Bryan.
New Vendor packet should be completed within 48 hours.
The information in the packet will be read and reviewed.
Any of the following should be brought to the attention of the C-Level
Payment delays
30 days net
Use of specific software
specific brands or equipment required
Timelines
retainages
if it appears that we are going to need to front money for parts to start working.
How the Service & Inspection Department works
The Team
The inspection department is made up of the following employees.
Service coordinator
Inspection technician
Service technicians
What The Team does
These employees work together to achieve success in providing inspections and service work for customers. The goal is to make every customer a repeat customer. Every customer should have a good memory of Maverick Fire and Safety visiting their property.
Service Coordinator - Coordinates, Route, Appointments, Proposals & invoices - The Complete Experience for all parties involved including the customer and employees.
Inspection Technician - Perform licensed inspections, fill out inspection reports, communicate with customer and service coordinator.
Service Technician - Perform Service and Repair work, fill out notes in inspect point, communicate with customers and service coordinator.
Systems we use
Inspectpoint - route management, inspection reports, written communication to keep everyone involved informed.
Vehicles - Travel to and from appointments
Outlook - for Email and Calendar for internal company meetings
Microsoft Teams - for weekly team meetings
How does the appointment happen?
It happens by the service coordinator, reaching out to existing customers that have been inspected or provided services before.
Or
By businesses finding Maverick on the Internet and calling us as a new prospective customer
The service coordinator also reaches out to customers we have previously served to get their inspections scheduled for the current year to keep them current and safe
Once contact is made between Maverick and the Service Coordinator
They provide information to the customer or perspective customer.
They provide the standard pricing provided on the pricing guidelines spreadsheet
If the customer or prospective customer agrees to an inspection or a service visit, the service coordinator enters their information to Inspectpoint as an account then a building and then the customer contact info
Second the service coordinator looks at Google maps to see where the customer is located and then finds where they should be scheduled on the the route map and determines the best day for us to provide the inspection or the service.
The goal here is efficiency for the driver to ensure that they don’t have too much windshield time. The other goal is to ensure the driver has time to get to the customer. The shorter the drive from the last stop to this customer the better chance we have of servicing all of our customers in the same day that are scheduled. The idea is that we keep our promises to the customer. We don’t make the route so difficult that the Service technician or the inspector cannot complete the route.
Once the schedule time frame (4hour window) and date is confirmed over the phone with the customer, the service coordinator creates a proposal and send the proposal to the customer. We stay on the phone with a customer while we’re doing this to confirm the customer receives the email with the proposal and they click the approved button.
A new customers required to put their credit card on file an existing customer is not required to put the credit card on file
Any proposal that includes parts or that is over $500 for a new customer requires 50% down payment
The appointment is now confirmed properly
Inspector or Service Coordinator comes into the process
When it comes time for the service technician or inspector to go to the appointment, it will appear on their schedule on their iPad on Inspectpoint.
When the inspector or service technician has their first appointment they click on their way
Once they arrive there to click check-in
They text the customer to alert them that they are on the property and ready to perform the inspection or the service
If it is an inspection there to fill out the inspection form on the iPad as they go along. An inspector is not to leave the property until the inspection form is complete.
A service technician is to fill out their discoveries and their work on the iPad before they leave the property
Both inspector and service technician should at least speak to the customer or text the customer before leaving the property to let them know they’re finished. This is a courtesy and a good communication habit to keep the relationship with the customer strong.
Once the service is complete, the service technician or the inspector clicks check out.
After the Customer Appointment
The service coordinator checks Inspectpoint and reads the notes and looks at the inspection report and then runs the card on file for the price agreed-upon
If there are additional deficiencies or additional parts needed or additional work needed the service coordinator communicates with the service technician or the Inspector to create a proposal to send to the customer and then call the customer to go over the proposal
If there are no additional deficiencies or work to be done, then the job is complete.
Policies pertaining to the Service and Inspections Department
The service coordinator is the only person that should be scheduling appointments for the inspectors and service technicians. If another employee is contacted by customer, they are to collect the information and conference in the service coordinator so that they can take care of it.
A customer is never to be told to call another employee. An employee always conferences in the service coordinator so that it is a warm call instead of a cold referring to another employee.
Inspector’s and Service Technicians are not to be contacted or instructed by any other employee other than the service coordinator.
Service coordinator support a Fire Alarm, sprinkler, fire, extinguisher, paint booth, and kitchen, suppression inspections, and service work
Technicians and inspectors are never to change the schedule unless there is extenuating circumstances, and they communicate with the service coordinator first and then the customer
If four hour time window is scheduled for all appointments unless the customer request a specific time. The time window is written in the technician instruction notes.
Technician instruction notes are to be filled out on every work order or inspection with contact name, contact phone number and the timeframe of the visit. As well as any instructions that might be out of the ordinary for the visit.
Service technicians and inspectors are not to work side jobs or do you work for other companies or their individual businesses while they’re in a company vehicle. This is considered a theft of payroll and theft the vehicle
Sales Process New Fire Alarm Construction/Installation
A new Lead comes in
This come in through Maverick extensive marketing.
These are special customers because they generally are not GC's and usually don't have as many bids to compete against. In addition, they reached out to us instead of us reaching out to them and blind bidding. This is a more personal sale.
They need to have a new Fire Alarm installed in their commercial space.
When the customer calls, let them explain what they need and what they know. Open a new Account in Inspectpoint and start taking notes in the notes section.
Tell them we would be happy to give them an estimate for a new Fire Alarm installation.
Ask some or all of the following questions
Ask them if this is a new build or if it is an existing building.
What is the address of the building?
Did they receive a fire code review or a letter from a fire code reviewer or fire Marshal?
Does the building need sprinklers, fire extinguishers, Fire line or kitchen suppression?
What is their timeline for Construction or remodel?
What is their deadline to have the Fire Alarm install installed?
Do they have architectural drawings and any other drawings that include sprinkler or MEP drawings that they can send?
Do they know the hazard rating and occupancy rating of the building>
Is this rated high pile?
Where are they in the process? do they have a GC permit or project number yet?
What is going to be the use of the building? Such as daycare, apartments or industrial or manufacturing or restaurant or retail?
How many stories is the building?
Ask them if there is an existing fire alarm system if it is an existing building. Ask them if we will need to remove it.
Let let them know that we can have the estimate to them within five business days
Ask them for their contact information
Get All of the client's information and enter in Inspectpoint
Enter all their information into Inspectpoint and send them a test email to ensure we have the correct email address. One of our biggest barriers to closing a deal is that we sent the proposal to an email address that was misunderstood on the initial phone call.
Create an Account
Create a Building
Create the contact
Ask if there is more than one contact that we need in our system.
This process lets the customer know we are organized and can increase their confidence in us.
Only the Fire Alarm Coordinator or the COO manage the fire alarm estimating process.
Contact Chris Guidry to manage obtaining an estimate. Depending on our vendor relationships, we may have one of our vendors produce the information for an estimate, or we may produce the estimate internally.
All estimates are to be sent out through Inspectpoint using the Fire Alarm installation template in the proposals tab
Once an estimate is sent out the prospective customers to be called immediately to confirm that they received it and to talk about it
Fire Alarm Installation Estimates are to be sent from Inspectpoint
All estimates are to be sent out through Inspectpoint using the Fire Alarm installation template in the proposals tab
Once an estimate is sent out the prospective customers to be called immediately to confirm that they received it and to talk about it
The standard payment terms on Fire Alarm estimates are three payments
30% to begin designed and permit process
30% after the wire Ruffin has been completed
30% after panel and devices are installed
10% after the programming is complete and before the final inspection is scheduled
Maverick Fire and Safety does not attend final fire Marshal inspections without being fully paid.
After the customer hires Maverick - the design is outsourced
The designs will be requested by the COO or the Fire Alarm Coordinator.
The outsourced parties usually want to be paid up front.
Once the customer pays the funds are sent to the designer.
The designer usually takes up to 2 weeks to complete, depending on the workload.
Once the designer has completed the designs, the COO or the fire alarm coordinator will submit them to the appropriate AHJ.
The AHJ information can be found on the Fire Alarm Coordinator's spreadsheet.
Alert the customer that the designs have been submitted for permitting.
Once the permit is received the wire rough in can begin.
Once the permit is received, the wire is ordered.
The Fire Alarm installation crew is scheduled to begin the wire rough in.
When the wire rough in is completed, the next payment is due for labor and parts.
When the parts and panel are installed, the next payment is due for the programming.
Once programming is completed then the final payment is made.
Final fire marshal inspection is scheduled.
Sales Process New Fire Sprinkler Construction/Installation
A new Lead comes in
This come in through Maverick extensive marketing.
These are special customers because they generally are not GC's and usually don't have as many bids to compete against. In addition, they reached out to us instead of us reaching out to them and blind bidding. This is a more personal sale.
They need to have a new Fire Sprinkler installed in their commercial space.
When the customer calls, let them explain what they need and what they know. Open a new Account in Inspectpoint and start taking notes in the notes section.
Tell them we would be happy to give them an estimate for a new Fire Sprinkler installation.
Ask some or all of the following questions
Ask them if this is a new build or if it is an existing building.
What is the address of the building?
Did they receive a fire code review or a letter from a fire code reviewer or fire Marshal?
Does the building also need Fire alarm, fire extinguishers, Fire line or kitchen suppression?
What is their timeline for Construction or remodel?
What is their deadline to have the Fire sprinkler installed?
Do they have architectural drawings and any other drawings that include Civil or MEP drawings that they can send?
Do they know the hazard rating and occupancy rating of the building?
Is this rated high pile?
Where are they in the process? do they have a GC permit or project number yet?
What is going to be the use of the building? Such as daycare, apartments or industrial or manufacturing or restaurant or retail?
How many stories is the building?
Do they plan to add walls or rooms to the building that would require new floor plans?
Ask them if there is an existing fire sprinkler system if it is an existing building. Ask them if we will need to remove it.
Ask what day we can come out and do a site walk and meet with them.
Let let them know that we can have the estimate to them within 10 business days
Ask them for their contact information
Get All of the client's information and enter in Inspectpoint
Enter all their information into Inspectpoint and send them a test email to ensure we have the correct email address. One of our biggest barriers to closing a deal is that we sent the proposal to an email address that was misunderstood on the initial phone call.
Create an Account
Create a Building
Create the contact
Ask if there is more than one contact that we need in our system.
This process lets the customer know we are organized and can increase their confidence in us.
Chris Fowler and Josue Castorena will provide a fire sprinkler Installation E
Contact Josue Castorena and Chris Fowler to manage obtaining an estimate. Depending on our vendor relationships, we may have one of our vendors produce the information for an estimate, or we may produce the estimate internally.
All estimates are to be sent out through Inspectpoint using the Fire Sprinkler installation template in the proposals tab
Once an estimate is sent out the prospective customers to be called immediately to confirm that they received it and to talk about it
Fire Sprinkler Installation Estimates are to be sent from Inspectpoint
All estimates from marketing leads are to be sent out through Inspectpoint using the Fire Sprinkler installation template in the proposals tab . If the lead is in Plan Hub or Construct Connect you can use inspectpoint template, download as a PDF and attach. Sometimes for Plan Hub and construct connect we enter the estimate directly into the platform and skip inspectpoint as there is a lower chance of getting the deal due to a lack of relationship.
Once an estimate is sent out the prospective customers to be called immediately to confirm that they received it and to talk about it
The standard payment terms on Fire Sprinkler estimates are three payments
30% to begin designed and permit process
30% after the Permit is awarded
30% after Pipe has been installed
10% after the programming is complete and before the final inspection is scheduled
Maverick Fire and Safety does not attend final fire Marshal inspections without being fully paid.
After the customer hires Maverick - the design is outsourced
The designs will be performed by the RMEG, Santos Nava.
This designer usually takes up to 2 weeks to complete, depending on the workload.
Once the designer has completed the designs, they will submit them to the appropriate AHJ.
Alert the customer that the designs have been submitted for permitting.
Once the permit is received the Pipe installation can begin.
Once the permit is received, the pipe is ordered.
The Fire Sprinkler installation crew is scheduled to begin the pipe rough in.
When the pipe rough in is completed, the next payment is due for labor and parts.
When the sprinkler heads and riser room are completed, the hydro and pipe size inspection can be scheduled.
The final payment is due.
Final fire marshal inspection is scheduled.