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[[GRASSHOPPER SCRIPT GUIDES]](https://docs.google.com/document/d/187gbgn9AGmRN9PAytorwh8vYSazEV2HM8LgH50j_198/edit#heading=h.vvjk9tmc12jp) Basic Information ================= **Always ensure to check all the details and confirm them with the customers.** **NAME** - **ADDRESS** - - -...

[[GRASSHOPPER SCRIPT GUIDES]](https://docs.google.com/document/d/187gbgn9AGmRN9PAytorwh8vYSazEV2HM8LgH50j_198/edit#heading=h.vvjk9tmc12jp) Basic Information ================= **Always ensure to check all the details and confirm them with the customers.** **NAME** - **ADDRESS** - - - - - - - **NUMBER** - **EMAIL**\ For customers with no emails - WEEKEND BOOKINGS ================ **DURING WEEKENDS AND LATE NIGHTS PLEASE ASK IMPORTANT QUESTIONS FIRST** - - - - - - - - - - - - - - - - **IMPORTANT REMINDERS FOR WEEKEND BOOKINGS** - - - - - - **PRICES** - - - - - - - - - - - - - - - - - - **Service Call Script** ======================= "Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" "Client issue: \_\_\_\_\_\_\_\_\_" ***Empathize*** I am happy to help you out. I appreciate you calling us, You called the right place and we can definitely help you out with that. Grasshopper: Okay great!, let\'s get started. **All Grasshopper services are recorded for quality assurance, does that sound good?** Customer: \_\_\_\_\_\_\_\_\_ Grasshopper: Okay great! Let\'s get started. **Grasshopper: COLLECT CUSTOMER INFO (Name, Address, Phone, Email)** - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - Thank you so much for this information: I just would like to say thank you for calling us and here is how we can help: **"We will send a licensed, insured & certified technician to your home. They do arrive with a fully stocked van which allows us to complete most of the repairs on the same day. Once the technician arrives, they will assess your system and present their diagnostic to you along with an itemized upfront cost quote for any repairs that might need to be made.** **Our diagnostic fee IS \$120."** ***\*\*PAUSE\*\**** \*Let customer respond\* Customer: a. b. Grasshopper: 1. 2. ***AVAILABLE TODAY:*** So I'm looking at the schedule and it looks like we do have a slot open on (day), (date), between 10 and 2 for an arrival window Would you like to book this appointment? ***NO*** The earliest appointment after today would be on DAY, DATE at TIME. Does this work for you? ***YES*** (Move on to BOOKING) ***NO*** I'm sorry but those are the only available times we have right now. The next available date would be on \_\_\_\_\_. Will that work? ***YES*** Awesome (Move on to BOOKING) ***BOOKING:*** So, I'm going to go ahead and get this booked for you for \_\_\_\_\_\_(date), \_\_\_\_\_ (day) at \_\_\_\_ (time). Once I complete the booking you will receive a booking confirmation, the day of the appointment the technician will give you a 30-40 minute call ahead. Alright! Is there anything else I can help you with today? Sounds good, again thank you for calling Grasshopper we'll see you soon and have a great day! **[\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_]** **No Cool Call Script** ----------------------- "Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" "Client issue: \_\_\_\_\_\_\_\_\_" Before we get started I just want to let you know that all Grasshopper services are recorded for quality assurance, does that sound good? Customer: \_\_\_\_\_\_\_\_\_ Grasshopper: Okay great! Let\'s get started. Grasshopper: COLLECT CUSTOMER INFO(Name, Address, Phone, Email) - - - - - - - - - - - - - - - - - - - - Thank you so much for this information: I just would like to say thank you for calling us and here is how we can help: **"We will send a licensed, insured & certified technician to your home. They do arrive with a fully stocked van which allows us to complete most of the repairs on the same day. Once the technician arrives, they will access your system and present their diagnostic to you along with an itemized upfront cost quote for any repairs that might need to be made.** **Our diagnostic fee IS \$120."** \*\*PAUSE\*\* \*Let customer respond\* Customer: 1. 2. Grasshopper: 1. 2\. "Great! Thank you for choosing to partner with us **[\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_]** **Landlord Service Script** --------------------------- Added a "***Real Estate Inspection***" job type - - - - - - - - - - - - - - - - - - - - - - - - - - - - **DURING WEEKENDS AND LATE NIGHTS PLEASE ASK IMPORTANT QUESTIONS FIRST** - - - - - Weekends ***Please uncheck the booking confirmation*** **Plumbing Call Script** ======================== Grasshopper: "Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" "Client issue for plumbing: \_\_\_\_\_\_\_\_\_" ***Grasshopper: All Grasshopper services are recorded for quality assurance, does that sound good?*** Customer: \_\_\_\_\_\_\_\_\_ Grasshopper: Okay great!, let\'s get started. ***Grasshopper: COLLECT CUSTOMER INFO(Name, Address, Phone, Email)*** Grasshopper: **To start-** - - - - - - - - - - - - - - - - - - - - - - - - - - - To know which best to dispatch if tech or plumber ask for a hot water tank because tech and plumber can work on that but tech is what we preferred. Water heater can be plumber but if no more plumbers Tyler from service can do both hot water tank and water heater ***Grasshopper: "Thank you for that information! Here is how we go about a plumbing call at Grasshopper!"*** **Plumbing Service** **We are going to send an insured and certified plumber; they do arrive with a fully stocked van so they can complete most repairs within the same day. Once a Grasshopper plumber arrives, they will assess the issue and present you with an upfront cost quote for any repairs that need to be made.** **Plumbing Site Survey** **We are going to send an insured and certified plumber; they do arrive with a fully stocked van so they can complete most repairs within the same day. Once a Grasshopper plumber arrives, they will assess the issue and present you with an upfront cost quote for any repairs that need to be made. Included in our visit is a health and safety inspection of your home that pertains to all major plumbing valves/appliances.
** ***\*\*PAUSE\*\**** \*Let customer respond\* 1. ***AVAILABLE TODAY:*** So I'm looking at the schedule for today and it looks like we do have a slot open on (day), (date), between 10 and 2 for an arrival window Would you like to book this appointment? ***NO*** The earliest appointment after today would be on DAY, DATE at TIME. Does this work for you? ***YES*** (Move on to BOOKING) ***NO*** I'm sorry but those are the only available times we have right now. The next available date would be on \_\_\_\_\_. Will that work? ***YES*** Awesome (Move on to BOOKING) ***BOOKING:*** So, I'm going to go ahead and get this booked for you for \_\_\_\_\_\_(date), \_\_\_\_\_ (day) at \_\_\_\_ (time). ***Once I complete the booking you will receive a booking confirmation, the day of the appointment the technician will give you a 30-40 minute call ahead.*** Alright! Is there anything else I can help you with today? Sounds good, again thank you for calling Grasshopper we'll see you soon and have a great day! Plumbing Guides Hot Water Boiler vs. Steam Boiler - - - Standard Boiler or Combi Boiler - Plumbing - - - - - - OWNER INTRO - 2 Plumbers - - - Plumbing is not weather Driven, always there it happens anytime HVAC - fueled by weather, by demand - ***We don't say Diagnostic fee, we say Dispatch fee*** Hot water Tank - - - ### Plumbing Maintenance - - - - - - - - - ***We are the professionals coming to help you, this is what we do, we want to help*** - ***Install parts for plumbing*** - - ***Tech can sell systems to clients if they need one before*** - - ***Can we quote replace/ repair - Yeah we can do that, no need to explain*** **Site Survey Script** ====================== Grasshopper: "Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" Customer: I am looking to install AC/New Heating in my home Grasshopper: "Okay great! I just wanted to let you know- All Grasshopper Services are recorded for quality assurance. Does that sound good? Client: \_\_\_\_ **How we go about Site Survey is we would send a Project Manager for a no cost visit to get a full scope of the job and from there they will provide you with an estimate for a new system. May I ask what prompted you to consider replacement of your current system?"** Customer: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ ***Grasshopper: COLLECT CUSTOMER INFO(Name, Address, Phone, Email)*** ***Follow up with*** Grasshopper: "Thank you for that information, Is this a project you\'re looking to start within the next 3-6 months?" ***(IF LATER):*** "How late were you planning on because we are expected to see price increases based on economic changes in today's market." **For BOTH scenarios above: "A Grasshopper Site Survey works best when all decision makers are present at the time of the service. We are very unique in how thorough we are in this process and have found this approach makes for the happiest customer and the best overall experience.** **Will all the decision makers be present at the time of the service?** Customer: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Grasshopper: "Okay that sounds perfect! I just need to ask some standard intake questions to ensure that our Project Manager can make your on site experience as efficient as possible." - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - - biological growth. - - - - - - - - - - - **AVAILABLE TODAY:** Thank you for all of that information! I'm looking at the schedule and it looks like we do have a slot open on (day), (date), for a; ***10AM, 1PM, 3PM (Site Survey)*** Would you like to book this appointment? ***NO*** The earliest appointment after today would be on DAY, DATE at TIME. Does this work for you? ***YES*** (Move on to BOOKING) ***NO*** I'm sorry but those are the only available times we have right now. The next available date would be on \_\_\_\_\_. Will that work? ***YES*** Awesome (Move on to BOOKING) ***BOOKING:*** So, I'm going to go ahead and get this booked for you for \_\_\_\_\_\_(date), \_\_\_\_\_ (day) at \_\_\_\_ (time) Once I complete the booking you will receive a booking confirmation, the day of the appointment the tech/Project Manager will give you a 30-40 minute call a head. Client: Sounds great thank you! Alright! Is there anything else I can help you with today? Sounds good, again thank you for calling Grasshopper we'll see you soon and have a great day! **Landlord Site Survey Script** ------------------------------- Customer: I am looking to install AC/Heating in my rental unit. Grasshopper: Okay great! How we go about the site survey is we would send a technician for a no-cost site survey to get a full scope of the job and from there he will provide you with an estimate for a new system. May I ask what prompted you to consider replacement? Customer: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Grasshopper: Is this a project you're looking to start within the next 3-6 months? (If later: How late were you planning on because we are expected to see price increases based on economic changes in today's market.) Grasshopper: ***Are you the owner of the property or are you a property manager or contractor?*** (If not the owner): Grasshopper: A Grasshopper site survey works best when the authorizer is present at the time of the service. We are unique in how thorough we are in this process and have found this approach makes for the happiest customer and the best overall experience. ***Are you able to make a decision for the property owner?*** Customer: \_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_\_ Grasshopper: Okay that sounds perfect! I just need to ask some standard intake questions to ensure our Comfort Technician can make your on-site experience as efficient and effective as possible. - - - - - - - - - - - - - - - **IHQ (Water filtration)(Air and water test)** ---------------------------------------------- Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" Grasshopper: "Okay great! I just wanted to let you know- All Grasshopper Services are recorded for quality assurance. Does that sound good? ***So what we do is we would send a Project Manager for a no cost Air and Water quality test.*** - This is for Water filtration - - - - - - - - **A Grasshopper Site Survey works best when all decision makers are present at the time of the service. We are very unique in how thorough we are in this process and have found this approach makes for the happiest customer and the best overall experience.** **AVAILABLE TODAY:** Thank you for all of that information! I'm looking at the schedule and it looks like we do have a slot open on (day), (date), for a; ***10AM, 1PM, 3PM (Site Survey)*** Would you like to book this appointment? ***NO*** The earliest appointment after today would be on DAY, DATE at TIME. Does this work for you? ***YES*** (Move on to BOOKING) ***NO*** I'm sorry but those are the only available times we have right now. The next available date would be on \_\_\_\_\_. Will that work? ***YES*** Awesome (Move on to BOOKING) ***BOOKING:*** So, I'm going to go ahead and get this booked for you for \_\_\_\_\_\_(date), \_\_\_\_\_ (day) at \_\_\_\_ (time) Once I complete the booking you will receive a booking confirmation, the day of the appointment the tech/Project Manager will give you a 30-40 minute call a head. Client: Sounds great thank you! Alright! Is there anything else I can help you with today? Sounds good, again thank you for calling Grasshopper we'll see you soon and have a great day! **Maintenance Call Script (plan is good for a year)** ===================================================== Grasshopper: "Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" Customer- "Hi I am looking for maintenance, what do you guys charge?" Grasshopper- "Hi there! Thank you so much for calling. First I just wanted to let you know all Grasshopper Services are recorded for quality assurance, does that sound good? Client- "Yes" Grasshopper: "I just need a little bit more information, what is your Full name, address, email, and phone number" Grasshopper: - - \*\*\*(IF OIL DO NOT OFFER PPP WE ONLY DO A ONE TIME MAINT FOR \$550 FOR OIL SYSTEMS)\*\*\* \*\*\*(IF GAS SEE BELOW FOR PPP PLAN)\*\*\* Grasshopper: **"For gas systems we offer a [great] maintenance plan: It includes maintenance for both systems along with some perks as well, such as 50% off of our diagnostic fee, 10% off parts, priority scheduling & service within 24 hours, the [investment] for that plan is \$130, did you want me to get this booked for you?"** Client- "Sounds great! Yes let\'s book it" Grasshopper: "Great! I just need to collect some additional information and then we can take a look at our schedule." Client: "Sounds good" Grasshopper: "Okay thank you so much. To start - - - - - - - - **AVAILABLE TODAY**: Thank you for all of that information! I'm looking at the schedule and it looks like we do have a slot open on (day), (date), for a; **8-10, 10-2, 12-4, 2-6 (Maintenance/Service)** Would you like to book this appointment? ***NO*** The earliest appointment after today would be on DAY, DATE at TIME. Does this work for you? ***YES*** (Move on to BOOKING ***NO*** I'm sorry but those are the only available times we have right now. The next available date would be on \_\_\_\_\_. Will that work? ***YES*** Awesome (Move on to BOOKING ***BOOKING:*** So, I'm going to go ahead and get this booked for you for \_\_\_\_\_\_(date), \_\_\_\_\_ (day) at \_\_\_\_ (time) Once I complete the booking you will receive a booking confirmation, the day of the appointment the tech/Project Manager will give you a 30-40 minute call a head. Client: Sounds great thank you! Alright! Is there anything else I can help you with today? Sounds good, again thank you for calling Grasshopper, we'll see you soon and have a great day! #### #### Sample Scripts - - - **AC Maintenance Script** ------------------------- Customer- "Hi I am looking for maintenance, what do you guys charge?" Grasshopper- "Hi there! Thank you so much for calling. First I just wanted to let you know all Grasshopper Services are recorded for quality assurance, does that sound good? Client- "Yes" Grasshopper: "I just need a little bit more information, what is your: Full name, address, email, phone number" COLLECT INFO THEN PROCEED TO: Grasshopper: To start: Do you heat your home with a furnace or a boiler? ***\ \*\*\*(IF OIL DO NOT OFFER PPP FOR BOTH HEAT & AC- OFFER AC PPP ONLY MAINTENANCE AT \$99)\*\*\**** ***\*\*\*(IF GAS SEE BELOW FOR PPP PLAN)\*\*\**** Grasshopper: **"For gas furnaces and A/C's we offer a great maintenance plan: It includes BOTH maintenance of course along with some perks as well such as 50% off of our diagnostic fee, 10% off parts, priority scheduling & service within 24 hours, the investment for that plan is \$130, did you want me to get this booked for you?"** Client- "Sounds great! Yes let\'s book it" "Great! I just need to collect some additional information and then we can take a look at our schedule." Client: "Sounds good" "Okay thank you so much. To start- How old is your system? Is the system currently operational? Are you the current homeowner? What kind of system do you have? Are there any hot or cold spots in your home I should notate for the technician?\_\_\_\_ When was the last time your system was serviced? AND with every Grasshopper maintenance we perform a no-cost air and water quality test, do you have any questions regarding that? For our last question do you have a standard or manufactured home? Grasshopper: Pick a date that works best for the client and agree upon that "I\'m going to go ahead and get this booked now and as soon as I do you will receive a booking confirmation via text message & email. The day of your appointment the technician will give you about a 30-40 min courtesy call."\ Customer- "Thanks so much!" **Customer Seeking Non Grasshopper Part/Diagnostic Install** ============================================================ **Job Type: *Furnace- Boiler Repair*** ====================================== "Thank you for calling Grasshopper Heating & Cooling! This is \_\_\_ How can I help you?" "Client: Hi, I just purchased parts off Amazon/I need a part installed \_\_\_\_\_part can you come and install it?" Grasshopper: "What seems to be going on with your system?" Client: "It is not heating and I need it fixed" First I just wanted to let you know all Grasshopper Services are recorded for quality assurance, does that sound good? Grasshopper: "You definitely called the right place! We have to perform our own Grasshopper diagnostic and determine that the problem you have is the actual problem and provide you with solutions from there based on your system's needs and what is best for your current situation. We do arrive with fully stocked vans so we can complete most of the repairs the same day and our diagnostic fee is \$120, does that sound good?" Customer: "Yes!" Grasshopper: Okay great! Let\'s get started. Grasshopper: COLLECT CUSTOMER INFO(Name, Address, Phone, Email) - - - - - - - - - I just would like to say thank you for calling us and here is how we can help: - \*\*PAUSE\*\* \*Let customer respond\* Customer: a. b. Grasshopper: 1. 2. Empathy - ##### I understand the urgency of the issue - - - - - - - - - - - - - ##### Solution - - - DOESN'T WANT TO BOOK: --------------------- - - - WRONG NUMBER: ------------- - - - - "Maybe we can help you? " - - - - REQUEST NOT SERVICED (Commercial Work, Trailers etc) ---------------------------------------------------- - - - - AREA NOT SERVICED ----------------- - -