Information
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Sales Order Number
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Customer Name
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Franchise that is performing job
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Conducted on
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Quality check performed by
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Customer Service Representative that booked the job
Customer Information Screen
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Does the customer file have a phone number listed?
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Contact the CSR and ask them if they have a phone number available. If not, ask them to reach the customer and obtain one ASAP
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Does the customer file have an email listed?
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Contact the CSR and ask them if they have the email available. If not, ask them to reach the customer and obtain one ASAP
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Do we have a move from address?
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Contact the CSR and ask them to obtain one.
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Does the move from address involve stairs, elevators, or long walks?
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Does the estimate account for the additional time that this will add to the move?
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Contact the CSR and ask them to revise the estimate and to inform the customer of the additional costs associated with the change.
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Do we have a move to address?
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Contact the CSR and ask them to obtain one.
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Does the move to address involve stairs, elevators, or long walks?
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Does the estimate account for the additional time that this will add to the move?
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Contact the CSR and ask them to revise the estimate and to inform the customer of the additional costs associated with the change.
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Is there elevators present during any portion of this move?
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Does the notes reflect that the CSR advised the customer to block off the elevator for our moving crew on the day of the move?
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Contact the CSR and ask them if they advised the customer to block the elevator. If they did not ask them to contact the facility and hold the elevator for us if possible.
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If either location is an apartment, did the CSR get the unit number?
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Contact the CSR and ask them to obtain the unit number along with what floor the unit is on. If necessary have them update the estimate to reflect stairs, elevators, or long walks.
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Is there any notes in the customer contact log that would indicate a follow up with the customer was required?
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Was that follow up performed?
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Contact the CSR and ask if they did in fact perform the follow up. If they did, have them note the account. If they did not then ask them to follow up with the customer and note the account about their conversation.
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Has the correct estimate been booked?
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Have the CSR re-book the correct estimate and ensure that they have notified the customer of the updated amount if necessary.
Estimate Screen
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Has the correct "Services" boxes been selected? (For example does the notes indicate that this is a one day pack and move but only the move portion has been selected?)
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Contact the CSR and ask them if the estimate is correct. If it is, ask them to re-note the account to indicate the old notations are no longer correct. If the estimate is not correct, ask them to re-book the estimate with the correct information.
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Has the correct "Zone Type" been selected on the estimate?
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Contact the CSR and ask them to correct the zone type for the move and re-book it with the correct zone.
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Is the load and unload addresses in the correct order?
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Ask the CSR to correct the order of the addresses then re-book it. Simply noting the account is not acceptable.
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Do the listed addresses populate when you attempt to map them?
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Contact the CSR and ask them if this is a new building. If so ask them to get a valid cross street. If this is not a new addition ask them to verify the address and to get a valid cross street if necessary.
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Is there a large amount of drive time between the load and unload?
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Did the CSR account for the drive time in the estimate?
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Ask the CSR to update the estimate to reflect drive time. Also ask them to contact the customer and inform them of the new costs.
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Is there an item list provided in the "Move Items" section?
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Contact the CSR and ask them to add the items that we are moving in the "Move Items" section then re-book the job. This helps indicate to the crew if a revision is necessary.
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Is this a 3 bedroom home, business, interstate, or authority run? (Confirm this by looking up the move from location on Zillow or Trulia)
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Was there an onsite performed?
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Has the move item list and the estimate been updated to reflect the new pricing?
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Ask the Onsite Estimator to enter their "Move Items" that were obtained during the course of the onsite. Also, make sure that the estimate has been updated to reflect what the Onsite Estimator saw during the estimate.
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Ask the CSR to set up an onsite ASAP so we can get a better idea on the size of the move.
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Does the estimate have the appropriate man count on it? (Remember 6 hours MAX for 2 men, 8 hours MAX for 3 and 4 men crews)
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Is there special circumstances surrounding the job that would explain a lower man count? (For example an interstate, a move that we are loading one day and unloading the next, or any other unique circumstances that precludes the man count guidelines.)
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Contact the CSR and see if they can sell the customer on additional men in order to prevent crew fatigue.
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Does the calculated hours make sense for the size of the move?
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Contact the CSR and ask if there is any reason for the variance in the estimate. If not ask them to consider revising the estimate to reflect the items discussed with the customer.
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Is the hourly rate correct for the man count on the move?
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Contact the CSR and see if there is any extenuating circumstances surrounding the hourly rate variance. If not, ask them to correct the estimate, re-book it, and contact the customer and advise them of the rate change.
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Is this an local, authority, or interstate job?
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Is there a work up done to indicate how the charges were determined?
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Does the workup reflect what was discussed during an In-Home estimate or an over the phone estimate?
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Has the quote and workup been updated to show what was discussed with the onsite estimator?
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Ask the onsite estimator to update the work up, move items list and the move totals. Then have them contact the customer and inform them of the new costs.
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Ask the CSR to set up an onsite. If an onsite was already performed ask the Onsite estimator to update the item list, the work up, as well as the move totals to reflect the correct pricing. Then have them update the customer on the cost if they have not already done so.
If an onsite is not an option, make sure the customer signs a waiver of physical survey and that they thoroughly understand that we are only able to accommodate the items discussed. Should more items be present on the day of the move their cost could go up drastically or we may be unable to move all of their belongings. -
Does the travel charge look correct?
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Ask the CSR how they arrived to the travel charge indicated. If incorrect, ask them to re-do the math and note the account. Then double check their math to ensure it is correct. Also ask the CSR to update the customer on the new charges.
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Does the CSR have a work up on the notes screen indicating how they arrived to the travel charge they are charging?
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Ask the CSR to enter their math on how they arrived on the travel charge they are charging the customer. Once completed, double check the math to ensure it is correct.
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Is that math correct? Please check ALL aspects of this charge. Is the initial travel charge correct? Is the cost per mile correct?
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Contact the CSR and ask them to correct their math, update the estimate and re-book the job. Also have them inform the customer of the changes in cost.
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Is the travel charge correct? (Travel charges on local moves are determined by taking the drive time TO THE LOAD from the shop PLUS the drive time BACK TO THE SHOP from the unload. One hour or less is $150 and for each additional hour it is an additional $100. If the travel time is 1.5 hours then the travel charge would be $200 {1 hour =$100 so 1/2 of $100 is $50})
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Contact the CSR and ask them to update the estimate and re-book the job. Also ask them to inform the customer of the change to the quote.
Schedule Screen
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Is this a local, authority, or interstate?
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Has the job been booked on an appropriate truck? (For example, has the job been booked on a short haul only truck, has it been booked on a truck that is in for service, etc)
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Contact the CSR and ask them to fix their mistake.
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Does the days blocked off match the number of hotel nights accounted for in the work up?
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Contact the CSR and ask them to correct their mistake. Contact management immediately!
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Has the CSR sent the customer the necessary information required by law?
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Contact the CSR and have them send out this information immediately! Also contact management.
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Has the CSR entered all of the customer's information into the tariff program?
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Contact the CSR and have them do this immediately. Also contact management.
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Has the job been booked on an appropriate truck? (For example, has the job been booked on a short haul only truck, has it been booked on a truck that is in for service, etc)
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Contact the CSR and ask them to fix their mistake.
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Has the appropriate amount of drive time been blocked off to accommodate this job? Remember the drive time that is blocked off MUST ACCOUNT FOR ROUND TRIP NOT JUST THE DISTANCE BETWEEN THE LOAD AND UNLOAD!
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Contact the CSR and ask them to correct their mistake.
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Does the total drive time PLUS estimated hours exceed 14 hours? (Drive time is calculated by taking the ROUND TRIP mileage and dividing it by 55)
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Has a hotel cost been accounted in the estimate and the following day blocked off for drive time?
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Contact the CSR and ask them to fix this immediately. Have them update the customer on the new cost and contact management.
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Has the job been booked on an appropriate truck? (For example, a local job that occurs a great distance from the shop on a short haul truck, 4 man job booked on one truck with no company vehicle blocked, two jobs occurring a great distance from each other when there is another job that ends at the same time that is closer than the truck in questions second job, a truck opened up for a small job when there was already a truck with a small job that could have accommodate said job.)
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Contact the CSR and ask them to correct the mistake and inform the customer if necessary.
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Is the ETA reasonable based on the dispatching location or the previous jobs unload and the location of the job in questions load?
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Contact the CSR and ask them to update the ETA and inform the customer of the change.
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Has the job been booked on a blocked truck?
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Did the CSR obtain the necessary approval to do this?
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Contact management immediately!
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Does this job require any drive time to be blocked off?
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Is the appropriate drive time accounted for?
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Contact the CSR and ask them to fix this immediately.
