Plan B and reservices
Plan B is what we teach every tech: when a customer turns down a service — pet treatment, anti-wicking, heavy traffic pre-treatment, protector — you don't argue and you don't make them sign their life away. You tell them the Plan B: if it shows up after we're done, call us and we'll come back and take care of it for this price.
Why it matters
- It lowers reservices. Most "it came back" calls are pet spots, wicking and traffic lanes — exactly the services customers turn down. With Plan B, that call is paid work, not a free trip.
- It's honest. The customer chose; they know what it costs to fix later, before you start.
- It belongs on nearly every job. If you noticed it, offer it, and write down the Plan B.
On the job
- In the pre-inspection, open Declined / Plan B and add each service the customer turned down.
- The price range starts at the job minimum and is at most the item's width wide (usually $100) — you can see what's there, so keep it tight. Both ends are always at or above the minimum charge from the rate set; the app and the server both check.
- Add a note (where it is). The customer sees the list, with the prices, on the review screen and the PDF, and their signature covers it. Not home? It's on the review link they get, and acknowledging online covers it.
When the customer calls back
On the job (job sheet in the app, or the estimate on the office website) tap Customer called — do Plan B next to the service. Pick a price inside the range. It makes a new accepted job for that service, linked to the original and marked Plan B, so the crew sees it.
Reservices are for our errors
Our reservice policy (Settings → Pre-Inspection): if anything we did isn't right — a spot we treated came back, an area was missed — the customer calls within the set number of days and we come back at no charge. Use Reservice (our error) on the job to book that no-charge visit. Declined services aren't reservices — they're Plan B.
Results on the office website shows Plan B callbacks vs reservices. Offer Plan B on nearly every job, and you should see calls move from the reservice column to the Plan B column.
Phone ranges
Over the phone you can't see the carpet, so ranges are wider (pet treatment: $50–$1,000+). Each Plan B service has a phone range in Settings; they show on the office website's phone quote page.
Waivers (optional)
Some companies want a signed waiver for declined services. It's off by default — Plan B wording usually does the job. Turn it on in Settings → Pre-Inspection; then the tech can ask for a waiver on a declined item, and the customer ticks it when they sign.