Use the ServiceM8 Knowledge add-on to create an email processing guide

Use the ServiceM8 Knowledge add-on to create an email processing guide for yourself and your team.

• Summarise the types of emails and enquiries that you generally tend to receive in your ServiceM8 Inbox.
• Then write instructions on how to ‘process’ the email and take the actions you want them to with each type of enquiry.

For example, a potential customer emails you to request a boiler service. Your entry for this in your ‘email processing guide’ could be something along the lines of…

Boiler service enquiry

• Search ServiceM8 to see whether there’s an existing job for this enquiry.
  • If there’s an existing job, use the ‘Attach to Existing job’ button and search for that job number to attach the request to that job card.
  • If there’s no existing job, use the ‘Convert to Job’ button and use the ‘boiler service’ job template.
    • Enter the customer’s details.
    • Use the schedule button on the job card to allow ServiceM8 to suggest the best appointment.
    • Send the customer the ‘arranging appointment’ email template to suggest the appointment time and ask them to confirm that this works for them.
    • Hit the job queue button and select the ‘awaiting customer’ queue.

Of course your instructions are likely to be different based on the process you follow to deal with jobs, appointments and customers. Hopefully this gives you an idea of the kind of thing you could write.

The ServiceM8 knowledge add-on can only be used on Legacy or Premium pricing plans, so if you’re not on one of these plans, you can use a tool like Notion, Trainual, or Google Docs to write up your processes instead.

Creation of a set of ‘Standard Operating Procedures’ has been an absolute GAMECHANGER for my business. It helps to reduce overwhelm, serves as a reminder and makes life so much easier when you come to delegating tasks 🙂

Do you have a set of standard operating procedures? Or is everything in your head still?

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