Customer Relations Playbook

Work Order Fill out the required fields and add supplier or back-office notes as needed. Once complete, click on “Create and Submit for Approval” and the work order will be sent to the Trade Partner/Supplier.

If you are writing a Work Order, DO NOT choose “Create Work Order” button, as the Work Order will sit and not make its way for approval. As a default, ALWAYS choose the “Create and Submit for Approval” button.

Ticket/Work Order Aging Homeowner Satisfaction increases when we can efficiently and effectively resolve warrantable repairs in a timely manner and repaired “right the first time.” To this end, your BuildPro aging will be used as one of the metrics in the company Customer Relations scorecard, measuring your individual performance.

IMPORTANT! Prematurely closing tickets/work orders and/or reissuing the same ticket/work order in order to artificially reduce your resolution cycle time (aka “aging”) is against company policy, and may lead to disciplinary action, including and up to termination.

44 | Customer Relations Process | CUSTOMER RELATIONS PLAYBOOK