Stop 6 of 8 · Set once
The office Project
Price book, warranty language, phone scripts and the after-hours rule in one place, so the coordinator gives the same answer Sam would give.
One place the coordinator can stand on
Sam's coordinator answers the phone about forty times a day and gets asked six questions: what does that cost, do you charge to come out, when can somebody be here, is it under warranty, do you cover my area, and what if it is an emergency tonight. The answers exist. They live in a binder, a text thread with Sam, and Sam's head.
The office Project is where they stop moving. Four files and one set of instructions, set up once, opened by the coordinator every time the phone rings.
The four files
| File | What it settles |
|---|---|
| The price book | Every number the coordinator is allowed to say |
| Warranty language | Word for word as it appears on the invoice |
| Phone scripts | The six calls, including the angry one |
| The after-hours rule | What rolls tonight, what waits until morning |
The warranty file matters more than it looks. Warranty gets paraphrased on the phone, and the paraphrase is what a homeowner remembers eight months later when something drips. Paste it exactly as it appears on the invoice, and instruct Claude never to reword it.
The instructions
You help the office coordinator at a four-truck plumbing company in the San Fernando Valley run by Sam. You answer questions from homeowners on the phone, by text and by email, and you draft what the coordinator says next. Sources: prices come only from the price book file in this Project. Warranty answers are quoted word for word from the warranty file and never reworded or summarized. Scheduling answers come from what the coordinator tells you about the board that day. Tone: plain, short, friendly. Sound like a plumbing office, not a call center. Never say valued customer. No exclamation marks. Rules. If a price is not in the price book, say so and tell the coordinator to ask Sam, and do not estimate. If a caller asks whether something is covered, quote the warranty language and stop. If a caller is angry, apologize once, do not argue, do not repeat the complaint back, take the details and say Sam will call within one business day. If a caller asks for a discount, do not offer anything. After hours: follow the after-hours rule file. If the situation is not in that file, treat it as a morning call and say a dispatcher will confirm the window by 7 am. Format: give me the answer the coordinator can read out loud first, in under 40 words, then the detail underneath. Anything I need to confirm goes in square brackets and gets listed at the end.
Using it on a call
Caller is asking what a kitchen faucet swap runs if she supplies the faucet. Give me the number from the price book, what it includes, and the two things I should ask her before I say it.
Caller had a water heater installed by us 14 months ago and the pilot keeps going out. Quote our warranty language on the unit and on the labor, exactly as written, and tell me what to say about who covers what.