Peak‑Week Dispatch Kit: 3‑Bucket Capacity + Triage Scripts (ST/Jobber/HCP)

Decide your holds before the phones light up. Example starting point: Same‑Day/Urgent = 2–3 slots, Next‑Day/Priority Revenue = 4–6 slots, Standard/Routed = everything else. Adjust by yesterday’s fill rate and today’s weather/promotions.

Use two arrival windows (8–12, 12–4). Add 30–45 minutes of buffer per visit to protect on‑time arrival. Do not promise exact times during peak unless a tech is already nearby and you have slack.

Block or visually mark today’s Same‑Day and Next‑Day holds on your 7‑day view so CSRs can’t backfill them with low‑value work. Leave Standard capacity unblocked but routed by zone.

• Yesterday’s misses/near‑misses (1 number)
• Today’s bucket targets per crew (read them out)
• Warranty/recall work that must fit today (1–2 slots held)
• Any road closures/zone shifts End with: “Every call gets bucketed before calendar. No exceptions.”

On pickup, classify by: (a) Urgency (no cooling/leak/safety vs. routine), (b) Job value (repair/replace estimate > membership tune‑up), (c) Location (which service zone). Tag it P1/P2/P3 accordingly.

• P1 (urgent: no cooling, active leak, safety): Same‑Day bucket
• P2 (priority revenue: approved repair, replacement estimate, VIP member issue): Next‑Day bucket
• P3 (standard: maintenance, non‑urgent diagnoses): Standard window by zone

Offer the right window on the first call. Example: “We can do an 8–12 window tomorrow” (P2) or “We’re routing your area Thursday 12–4” (P3). Add travel/buffer so you don’t stack back‑to‑back.

Keep P2/P3 work in the same zone as existing runs. If two slots are equally open, choose the one closest to already‑booked visits. Avoid cross‑town hops that burn your buffer.

“Thanks for calling — we’ll get you taken care of today. Quick safety check: [ask brief diagnostics]. I’m holding a Same‑Day arrival window [time window]. We’ll text updates while the tech is en route. Can you approve a diagnostic up to [$X] so we can move fast?”

“Good news — we’re routing your area on [DAY] with a [8–12/12–4] arrival window. That keeps you in the fastest route and avoids reschedules. We’ll text updates. Does that window work, or would [ALT DAY/WINDOW] be better?”

At 1:00 p.m., release any unused Same‑Day holds to high‑value P2 work. Do not release earlier unless you have two consecutive days of under‑fill. Re‑evaluate tomorrow’s Next‑Day holds at the same time.

Never backfill Same‑Day with low‑value maintenance. Pre‑book maintenance into shoulder months. Hold at least one daily slot per crew for warranty/recall. If warranty capacity goes unused three days in a row, roll one slot to P2 the next morning.

• Adjustable Capacity Planning: set capacity by job type/season so P1/P2 can claim reserved holds.
• Weekly Dispatch Board: manage 7‑day holds and rebalancing.
• Appointment/Service Windows: standardize 8–12 and 12–4.
• Priority/Tags: mark P1/P2/P3 on jobs and use on‑screen filters to prevent accidental backfill.

• Online Booking: enable travel time and buffer so offered slots respect drive/turn times.
• Arrival Windows: communicate 8–12/12–4 to clients.
• Calendar Colors: keyword rules (e.g., “P1”, “P2”) to visually encode priority on the schedule for quick scanning.

• Arrival Window: set defaults and use per‑job windows to keep expectations tight.
• Service Areas: define zones (city/ZIP) and assign techs to steer routing and clustering.
• Tags: apply P1/P2/P3 and zone tags; filter the board to guard daily holds.