Zero Ticket Policy

By definition, a Zero Ticket is any work order that you only collect the trip fee or nothing at all. Primary reasons for Zero Tickets and expectation:

Recall

In most circumstances a recall is a training opportunity, either directly on the field or after the fact. Call your manager/MOD when you are assigned a recall ticket to gameplan and determine what can be learned, whether or not it is your recall.

Scheduling Issue/Homeowner Not Available/Tenant Not Available/Landlord Not Available

You may arrive at a service call only to find out the owner is not there or there was confusion about the schedule. Call or text your manager/MOD so efforts can be made to recover that call and make clear notes in your invoice if a zero ticket results.

Unable To Close The Sale

No one has a perfect close rate which means everyone has room for improvement. The customer called because they do have a problem which means someone is going to solve it. We provide training to overcome objections but sometimes you simply need help. As you are experiencing the inability to close, call a manager/MOD to get him/her involved. Some possible scenarios and tips for success:

● Pricing objection: “Mrs. Jones, I completely understand you have concerns about our price. Could I call one of our managers and see if he/she could help show our value and hear your concern too?”
● Frustrated with issues leading up to your arrival: “Mr. Smith, if I were you, I would be frustrated too if I were rescheduled twice. It’s important to my company that we provide excellent service. May I call my manager and see if he could listen to your concern as well?”
● Just wants a quote: “Mr. and Mrs. Davis, you’re actually really smart in making sure you get the best deal. I do the same thing. Would you be open to me calling my manager so he/she can share some perspective on why we are your best choice?”

Revised 10/26/2022