Shop Kit · 5 steps

Busy season dispatch survival

Ready-made texts and scripts for the worst days, plus an end-of-day summary and a weekly recap so nothing falls through.

Who it’s for
CSRs, dispatchers and service managers during a heat wave or cold snap.
Time
About 1 hour before the season, minutes per day during it
How to use it
Set these up before the first heat wave. On busy days you only fill the brackets and send.

No shared shop details in this kit: each step has its own fill-in fields. Everything stays in your browser.

  1. Step 1 of 5

    Send a running-late text

    You will run late. Say so early and kindly.

    CSR / Dispatcher5 min per text

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write a running-late text.
Customer first name: [name]; Tech: [first name]
Original window: [time]; New ETA: [time]
Reason: [previous job ran long]
Option: [reschedule link or call]

Under 250 characters, apologetic but brief, real time.

  2. Step 2 of 5

    Schedule a callback or recall

    Recalls get booked fast and owned by someone.

    CSR / Dispatcher10 min per recall

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Write the steps and messages for a recall/callback.
Original job: [date, tech, work done]
Problem now: [description]
Policy: [no charge within X days, who goes back]

Give me: what to ask the customer, how to note it in the FSM for the service manager, and a confirmation text.

  3. Step 3 of 5

    De-escalate an angry customer

    For the customer on day three without AC.

    CSR / Dispatcher15 min per call

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Help me prepare to de-escalate an angry customer.
Situation: [what they're upset about]
Facts: [job notes, timeline]
What I'm allowed to offer: [manager callback, free return visit, credit with approval]

Give me: opening line, what to say while they vent, how to restate their concern, what to offer, and a closing line. Plus 3 things NOT to say.

  4. Step 4 of 5

    Write the end-of-day board summary

    Numbers first, then what needs attention tomorrow.

    CSR / Dispatcher10 min per day

    Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
    Prompt · fill the [brackets]
    Summarize today's dispatch board.
Calls: [booked, completed, canceled, rescheduled]
Notable: [emergencies, recalls, big sold jobs, upset customers]
Tomorrow: [booked, open slots, on-call]

Short summary with numbers first, then items that need attention.

  5. Step 5 of 5

    Write the weekly KPI recap for the team

    Friday recap so the team sees the wins, not just the chaos.

    Service Manager15 min per week

    Never paste: Employee pay, disciplinary records with full names, customer addresses and phone numbers, or medical/personal info about techs.
    Prompt · fill the [brackets]
    Write a weekly team recap.
KPIs: [average ticket, close rate on options, memberships sold, recalls, reviews]
Wins: [specific techs and jobs]
Focus for this week: [one thing]

Short, upbeat, specific. Share only numbers the team should see.

Finished the kit? Browse the other Shop Kits or send us a workflow your shop uses.