Pre-Arrival Protocol & Dispatch Confirmation

Purpose

Define the steps every Spartan Plumbing service technician must complete before arriving at a customer's home.

Open your assigned job and read all notes: customer name, address, issue description, previous history

Check for customer flags: property manager authorization needed, aggressive pets, access codes, special instructions

Review prior job history at this address

Note the job type: diagnostic, repair, warranty, callback

Check the Slack job channel for updates from dispatch

Confirm your ETA in Slack — post when you are heading to the job

If running ahead or behind schedule, update dispatch immediately

Call the customer 20-30 minutes before arrival

Introduce yourself: "Hi, this is [Name] from Spartan Plumbing. I'm heading your way and should be there around [time]."

Confirm address and access instructions

Ask about pets, parking, gate codes

If no answer, leave a voicemail AND send a text with your ETA

Ensure you have standard tools and common parts for the job type

Verify specific materials are loaded if the job description requires them

Grab shoe covers, drop cloth, and marketing materials

Set GPS before driving — not while driving

If the address seems wrong, call customer to verify (try removing the first digit of the street address for GPS issues)

The pre-arrival call is the first impression — sound professional, friendly, and confident
Never show up unannounced
If a job is canceled after departure, contact dispatch immediately
Tag Slack before calling the BOC to check if the line is open