Title Page
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Sales Order Number
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Customer Name
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Conducted on
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Two Men And A Truck Estimator
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Confirm Call Performed By
Before Calling The Customer
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Is the scheduled start time been properly calculated?
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Email the booking CSR and ask them to correct it. Then ask them to email you back once this issue has been corrected.
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Does the job require drive time to be accounted for?
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Is the drive time accounted for?
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Email the booking CSR and ask them to correct it. Then ask them to email you back once this issue has been corrected.
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Is the job booked on an appropriate truck (Interstates on interstate trucks, authorities on trucks that can actually make the drive etc.)
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Review the notes. Is there any special circumstances that need to be addressed with the customer during the confirm call that have been indicated by the booking CSR?
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Copy and paste the notes into this text field and make a mental note to review this with the customer.
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Review the estimate. Is there anything in the estimate that does not seem accurate? (Example authority run booked with incorrect travel charge, large safe on a job with only 2 men, nothing in the move items list, anything that just raises a red flag?)
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Type the issue in here, then contact the booking CSR for clarification on the issue(s).
On the phone with the customer
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When on the phone with the customer remember to control the call. You are the professional and you are calling to get the necessary information pertinent to this move. Be friendly and polite, but do not allow the customer to get you off track. That is when calls go far longer than necessary.
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Confirm the date and ETA. Be sure to provide the appropriate window (1 hour window if the job starts between 8:30-9:30 and a 2 hour window for all other start times UNLESS it is a later start time to account for the drive time to the load.) Mark the date and ETA in the field.
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Does the customer have two contact numbers listed?
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Does the customer have a secondary number they can be reached at during the course of the move.
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What is the secondary number?
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Are the move from and the move to addresses correct?
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Which is incorrect?
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What is the correct address?
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What is the correct address?
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Are either of these an apartment building or a high rise of any kind?
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Has the appropriate amount of time been accommodated for the steps/elevator at each applicable location?
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Inform the customer of the potential change in the estimate, note the account and email the booking CSR. Also, make sure there is a unit number if available and if there is an elevator ask the customer if they have made arrangements to have it blocked on move day for the crew.
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Does the customer require any last minute boxes, packing supplies or packing services?
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Copy and paste the Item Sales Order you added to the estimate here and note the account as well.
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Has the correct estimate been booked?
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Inform the booking CSR of the issue and note the account. Ensure the customer is aware of the correct estimate.
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Go over the itemized list that their estimate is based on. Make sure to point out any special pieces that require more preparation on the customer's end. (Gas drained from machines, cribs taken apart, disconnection of appliances, etc.)
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Please be sure to go over this information in depth with the customer. This is the last opportunity we have to catch mistakes with the estimate. It is only fair to the customer and it helps us greatly knowing what all is going into this move.
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Review the estimated hours, travel charge, and hourly rate with the customer. If you are able, do so without giving a monetary amount. Be sure to give a range on the estimated hours as well as the dollar amount if the customer requests one.
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Go over the damage policy with the customer. On local and authority moves our damage policy is should anything be damaged throughout the course of the move we reserve the right to fix that item. Should it be deemed unrepairable we reserve the right to issue an appearance allowance or the depreciated value of the item. On interstates damage repairs are dictated on the valuation coverage the customer selects. Should they elect the .60 cents per pound option we reserve the right to repair that item. Should we deem it unrepairable or inconvenient to repair (lack of vendors available etc.) they will get .60 cents per pound for the industry standard weight of that item. Should they elect the higher coverage we reserve the right to repair or reimburse depreciated value of that item ONCE their deductible has been met.
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Ask the customer if they have any questions or concerns.
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Did they have any questions or concerns?
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What were they and what were the answers given?
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At this point thank the customer and reiterate the date and time. Tell them they can call at any time with questions they may think up between now and then. Mark this audit as complete then email a copy to Jake and the booking CSR. If this is a Daleville or Kokomo job then also CC Jesse on the email.
