The decision to make first
A commercial caller may need a service category or site arrangement that the business’s residential intake script does not cover. Ask for the business site and broad request type, then use an approved commercial routing rule instead of assuming all jobs are accepted.
What the handoff should contain
Record business name, site address, callback contact, operating constraints and a concise request; leave technical specifications for qualified staff.
Suggested wording to approve
Example wording: “I can pass this to the team that reviews commercial requests. What is the site address, and is there a preferred time for your contact person?”
Test the difficult case
Try a restaurant, a warehouse and a school requesting different visit windows, including one service the company does not offer. Do not promise specialist equipment, permits, insurance documents or an approved vendor relationship before the office checks them.
Worked example
Fictional example: A café asks for a visit before opening and also requests proof of vendor approval. The assistant records the desired timing and documentation question for commercial review. It does not say the company is already an approved vendor or reserve a visit merely because the café is inside the residential service area.
Review it in operation
Count commercial inquiries returned to the wrong queue and use those examples to refine the initial routing question.
Check before you launch
- Ask for the business site and broad request type, then use an approved commercial routing rule instead of assuming all jobs are accepted.
- Record business name, site address, callback contact, operating constraints and a concise request; leave technical specifications for qualified staff.
- Try a restaurant, a warehouse and a school requesting different visit windows, including one service the company does not offer.
- Count commercial inquiries returned to the wrong queue and use those examples to refine the initial routing question.
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