Stop 3 of 9 · Daily

The dispatcher's day

A Cowork delegation drafts ninety confirmations before Rosa arrives, the reshuffle rule decides who absorbs a long job, and the recap counts what rolled.

Ninety confirmations before anyone arrives

Rosa comes in at seven to a board with about ninety stops on it. Confirming them used to take until nine thirty, which is exactly when the first job runs long and the day starts eating itself. Sam hired a dispatcher to make decisions, not to send ninety texts, so the drafting goes to a Cowork delegation overnight and Rosa arrives to a list rather than a task.

The delegation reads tomorrow's schedule export, writes one confirmation message per job in the arrival window language the office uses, and separates out the ones that need a voice. It sends nothing. It moves nothing. Rosa sends from ServiceTitan, which is where the message history has to live anyway.

The confirmations delegation

Open tomorrow's schedule export in the ServiceTitan exports folder in my Drive. For every job, draft the confirmation message in our house style: the arrival window, the tech's first name, the job in plain words, and the one thing the homeowner should do before we arrive. No street address, no gate code, no price.

Then split the list in two. Send-by-text: everything routine. Call-first: any second visit on the same equipment, any job with a note about access or an animal, any job over 1500 dollars, any customer with no mobile number, and any job where the previous visit had a complaint.

Return two tables, call-first at the top with one line each on why. Send nothing and change nothing in the schedule.

The reshuffle rule

Sam wrote the rule down so it reads the same at eleven in the morning and four in the afternoon, and so Rosa is not negotiating it with a tech on speakerphone. In order:

1. The homeowner of the next job gets a new window offered before anything moves.
2. The job stays with the same tech if the new window works.
3. If not, it goes to the nearest truck whose next job is shorter than the drive saved.
4. If nothing fits, the last job of that tech's day rolls, never a middle one.
5. No-heat, no-water, no-power and members outrank everything above.

Andre is 70 minutes over on a 9am water heater in Northridge. Here is the rest of today's board.
[paste today's board as tech, time, city, job type, booked duration]
Apply Sam's reshuffle rule and give me three options in order, each with which homeowner I call, what window I offer, which truck moves and what it costs us in drive time. Flag any option that touches a membership or a no-heat call. Recommend one and say what makes it the least bad. Change nothing.

The end of day recap

Open today's completed jobs export and today's schedule export in my Drive. Give me four short lists: jobs completed, jobs rolled with the reason, promises the office made today that land tomorrow, and the single job on tomorrow's board most likely to run long. Then two numbers: same-day completion rate today, and jobs rolled this week against the trailing four week average. No names of homeowners, cities only.

Two numbers are the point of the recap. Same-day completion rate and jobs rolled per week are what a dispatcher is actually judged on, and until they are counted every reshuffle feels equally justified.

Mark stop 3 done