If an owner is calling the ACME office they have questions they wish to discuss with a live representative vs email. Guiding an owner to create an action item instead will build frustration and bad customer service.
Our process is to answer as many questions the owner may have or take notes of their report, and let the owner know you will create an action item to document their call and move forward through an email.
Documenting When an Owner Call:
1. Create a ticket
2. Log your call
- Open the owner's contact in Hubspot
- Under calls, look for your call and associate the call with your ticket
- Add a comment to your call with a description of your call
3. Send an email to the owner recapping/confirming your discussion
- This allows full transparency and rules out any confusion
4. Add additional an additional note linking any associated work orders, other Hubspot tickets, Text messages, etc..
5. Create Tasks to ensure follow-up within your goal close time.
Continue these steps as needed until your action item has been resolved.