Spartan Plumbing
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Customer Experience Standards~19 min

Spartan Communication Standards

Purpose

Defines how all Spartan Plumbing team members communicate with customers — in person, by phone, and in writing — to deliver a consistently professional experience that earns 5-star reviews.

Who This Applies To

All field technicians, office staff, and sales. Every customer touchpoint is a Spartan communication moment.

Core Communication Standards

Before Arrival

  • Call or text the customer when on the way — give a realistic ETA within a 30-minute window.
  • If running more than 10 minutes late, notify the customer AND update ServiceTitan dispatch notes immediately.
  • Avoca (AI call assistant) handles after-hours and overflow calls — all Avoca-booked jobs must be reviewed in ServiceTitan each morning before dispatch.

    • At the Door — 5-Star Door Greet

    Every arrival follows the Spartan 5-Star Door Greet:

  • Knock or ring the doorbell — do not ring repeatedly.
  • Introduce yourself: "Hi, I am [Name] from Spartan Plumbing."
  • State the purpose: "I am here to look at your [issue]."
  • Ask where the customer would like to start — let them lead the walkthrough.
  • Maintain eye contact and project calm confidence.

    • Spartan Slack standard: Technicians are required to log ETA, arrival confirmation, and 5-star door greet outcome in the job Slack channel for every call. This is tracked for coaching. Failure to log = follow-up by dispatch.

    During the Job

    • Narrate what you are doing at key decision points — customers should never feel in the dark.
    • When delivering Good/Better/Best options, use plain language. No jargon.
    • If scope changes mid-job, stop and communicate before proceeding. Never expand work without verbal authorization documented in ServiceTitan.
    • Tenant vs. Landlord: All communication and approvals must go through the property owner (landlord) on rental properties — not the tenant.

    After the Job

    • Walk the customer through completed work before packing up.
    • Request a 5-star Google review at closeout — every single job. The Google review link is available in Google Drive.
    • If the customer seems dissatisfied, skip the review request. Notify the office immediately and document in ServiceTitan.

    Written Communication Standards

    • ServiceTitan notes are factual and professional — they can be visible to customers.
    • No abbreviations, slang, or internal shorthand in customer-facing notes.
    • All job updates, scope changes, and customer concerns must be documented in ServiceTitan before leaving the job site.

    Insurance-Related Communication

    Inform customers that insurance may not cover the work and that Spartan's estimate must align with what the adjuster approves. Never promise coverage. If an adjuster calls the office, have the homeowner call in — do not triangulate.

    Escalation Protocol

    • Customer requests to speak with the CEO → inform management immediately; make no promises on Josh's behalf.
    • Customer complains about a previous visit → document in ServiceTitan; no refunds or discounts without manager approval.
    • Standard discount for scheduling-related dissatisfaction: 10%. Demands for more than 10% require manager approval.

    Important Notes

    • Professionalism is enforced. Fit checks (uniform, cleanliness) are required before dispatch — failure to meet standards results in resubmission or being sent home unpaid.
    • Avoca bookings need human review — do not blindly dispatch without reading the booking notes.
    • Never discuss pricing or scope directly with a tenant — landlord authorization required.

    Related SOPs

    • Customer Interaction Best Practices — detailed in-home process steps
    • Complaint Handling & Resolution — escalation workflow
    • Google Review Solicitation Process — review request script
    • Home Protection & Respect Standards — physical job site conduct
    Customer Interaction Best Prac... →