The decision to make first
A customer may call with a purchased fixture and expect a fixed installation price before the office knows the job’s scope. Treat the conversation as an installation inquiry and distinguish supplied products from products the company may provide under a separate quote.
What the handoff should contain
Capture fixture category, property location, whether the customer has purchased it, preferred timing and the callback for scope review.
Suggested wording to approve
Example wording: “I can note the fixture you want installed and whether you already have it. The office will confirm suitability, scope and pricing before a booking.”
Test the difficult case
Test a caller with an unopened product, one with missing parts and one who asks whether an online photograph proves compatibility. Do not guarantee compatibility, parts availability or that customer-supplied equipment will be accepted under the business’s service policy.
Worked example
Fictional example: A customer has purchased a tap online and wants installation next week. The office needs to know that the product is customer-supplied and that suitability has not been reviewed. The assistant should not promise a fixed installation price or tell the customer that every required part will be included with the purchase.
Review it in operation
Review how often the office needs additional product information and add only questions that genuinely help it decide the next step.
Check before you launch
- Treat the conversation as an installation inquiry and distinguish supplied products from products the company may provide under a separate quote.
- Capture fixture category, property location, whether the customer has purchased it, preferred timing and the callback for scope review.
- Test a caller with an unopened product, one with missing parts and one who asks whether an online photograph proves compatibility.
- Review how often the office needs additional product information and add only questions that genuinely help it decide the next step.
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