Weeks 4-6: Assisted Service Calls
Overview
During Weeks 4–6, the new tech transitions from observer to active performer. They run the call from start to finish while the senior tech is present as a safety net and coach. This is the highest-intensity coaching phase of the program.
Who Supervises
Designated senior service technician remains present on every call. The new tech leads; the senior tech only intervenes if there is a safety issue, a customer service breakdown, or a technical error the new tech cannot self-correct.
Expectations for This Phase
The New Tech Leads:
- Calls ahead to confirm appointment (Pre-Arrival Protocol)
- Performs the greeting and home protection setup
- Conducts the diagnostic and customer needs assessment
- Presents Good/Better/Best options
- Obtains customer authorization and processes work in ServiceTitan
- Completes all documentation and photos
- Requests 5-star Google review at close
The Senior Tech:
- Rides to the call but stays in the background
- Whispers corrections or coaching cues (never in front of customer)
- Intervenes only when necessary
- Completes Nexstar scorecard after each call
Nexstar Scorecard Use
Senior tech completes a formal Nexstar ride-along scorecard for a minimum of 2 calls per week during this phase. Scores are reviewed weekly with Call By Call Manager.
Minimum passing score for advancement: 75% overall on the scorecard.
End-of-Phase Readiness Check
At end of Week 6, Operations Manager reviews scorecard trends and approves or extends the phase:
- Consistently scoring 75%+ → Advance to Weeks 6–8 Supervised Independence
- Below 75% or safety concerns → Phase extended with additional coaching
Important Notes
- The new tech must present Good/Better/Best on every appropriate call — no exceptions
- All photos must be uploaded to ServiceTitan before leaving the job site
- Any job over $1,500 must be discussed with senior tech before presenting options
- Customer complaints escalate immediately to Operations Manager
Related SOPs
- Service Call Process (all 9 cards)
- Customer Authorization & Paperwork
- Payment Collection & Closeout
- Photo Documentation Requirements
- Options Presentation (Good/Better/Best)
Slack Operational Insights
Commission splits for assisted calls (Slack: #reyna-hernandez channel): When a tech requires assistance on a call, a commission split is offered to the assisting technician. The coach documents the split when the job closes. This should be explained to new techs during the assisted phase — they need to understand both sides of this policy.
LTO (Look To) triggers start here (Slack: field support): When the new tech identifies multiple issues and total quote exceeds approximately $3,000, they should recognize this as an LTO situation and contact the coach. A senior tech visit is scheduled to close the larger scope. New techs are expected to identify LTO triggers by end of this phase.
Call before presenting — enforced (Slack policy): Calling the manager before presenting options is non-negotiable during the assisted phase. The coach uses these calls as real-time coaching moments.