Quality Assurance SOP's

Quality Assurance Follow-Up Campaign Emails

Quality Assurance Follow-Ups are a great opportunity to learn your team’s strengths, learn what you can do better, learn what you do or did terribly, reverse awful experiences, improve good experiences, and ask for reviews.

Here’s what I do:

What You'll Need

  • Jobber or any CRM that can generate visit or invoice reports into a nifty spreadsheet.
  • Gmail (that’s what this SOP is based on, but other email platforms may work as well).
  • Mailtrack Gmail Plugin or some other campaign emailer.
  • Some spreadsheet software. I personally use a combination of the online Excel and Google Sheets. I like the simpler options in Excel. Unfortunately, not everything we need is in Google Sheets.
  • An email to use as a template that you’ve already typed up. See the bottom of the page for an example.

You might be able to use alternatives, but this is what I use and it works pretty well for me.

Step 1 - Get The Report

In Jobber, I’m going to use the Visit Report.

Once in this report screen, you have many options to choose from.

The first options I would select is:

“Last 90 Days”

The reason for 90 days is that in the coming steps, I will remove duplicate emails from the 90-day period to prevent emailing the same customer twice within 90 days.

Next, the columns I would select are:

  • Date
  • Client name
  • City
  • Address
  • Postal Code
  • Province
  • Assigned to
  • Client email

After you’ve set everything properly, click Receive Excel Copy followed by Selected columns.

Now go to your email!

 

Step 2 - Delete The Duplicates

  1. Open your email and open the report. It will likely open into Google sheets.
  2. Copy everything and paste it into Excel.
  3. Highlight the column that has the emails.
  4. Search for the option “Duplicate Values”. The default settings should be to highlight all duplicate columns in red. Do it.
  5. Scroll down to the last row, which should be the most recent visit.
  6. One by one, go up deleting all the duplicate emails until you’ve deleted all the duplicates for the day(s) you intend to follow up on.
  7. Now highlight all the columns and rows for the dates you want to follow up on. Once you’ve selected everything you need (and left the rest of the 90 days alone), copy and paste it all into a new sheet.

Step 3 - Separate The First and Last Names of Customers

  1. Highlight the column that has the plumbers names. 
  2. Find the “Sort A-Z” function and click it.
  3. Click Expand and sort
  4. Now select the entire column that has customer names and copy.
  5. Open a new sheet and paste the list of customer names.
  6. Make sure the column with the names is still highlighted and find the feature “Text to Columns” and click it.
  7. Select the delimiters Space and hit apply. The first names should remain in the column, while the middle and last names are pushed into their own columns.
  8. Scan through the names to ensure these are customer names, and not business names. If any are business names, find out the correct names and replace them with the contact name of who we will be emailing.
  9. Now copy the column of First Names and paste them back into the name section on the previous sheet (with all date, plumber, email, etc).

Step 4 - Separate The First Name Of The Plumber

This part is pretty much the same as the previous step, but regarding the plumbers.

The only difference is:

  • Some jobs might be multiple plumbers, so I would replace the names with “Our Plumbers”
  • In my system, I have a code in front of the plumbers names, so I have to ensure that I don’t copy this as the plumber name. Duh.
  • After you’ve separated the names as per the step above, copy and paste it back into the previous sheet – just like the step above.

Step 5 - Verify The Info Lines Up

I randomly select 4 or 5 client emails from the list and search them in the CRM. Once I look up their account, I double-check the plumber name on the recent job to ensure the correct information is in the spreadsheet.

If it doesn’t, you probably failed to select “Expand and sort” in one of the previous steps.

… It’s not a good look to email the wrong client or plumber names.

Step 6 - Copy And Paste Into Google Sheets

  1. Select all columns and rows from the sheet of customers who you want to email.
  2. Copy and Paste it into Google Sheets. (If you’re using a separate Gmail account for these emails, paste the information into a Google Sheet under that email.)
  3. Title the Google sheet as the current date or the date range to which you are emailing.

Step 7 - Set Up The Email Campaign

  1. Open Gmail and click Compose.
  2. If you have Mailtrack installed, you should see a Campaign button. Click it.
  3. Click the Personalize campaign button.
  4. Find the spreadsheet you just created (titled today’s date), and click Import Data.
  5.  Load the template email you previously typed up (see bottom of page). E.g. How Was Your Experience With Our Plumbers?
  6. Anywhere you see <whatever text> in the template email, replace it with the appropriate fields by highlighting the text you need to replace, deleting it, clicking Add Field and selecting the appropriate option.
  7. If you manage multiple cities or towns, adding the customers City, Province is a nice touch – albeit, a little whitely dishonest.

After it’s all said and done, it should look something like this:

Subject:

Hey {{Customer}}, How Was Your Plumbing Experience With {{Plumber}}?

Body:

Greetings, {{Customer}}!

 
My name is Jake, and I’m the General Manager at John The Plumber.
 
First of all, thank you for choosing John The Plumber for your plumbing services at <Address>, <Postal Code>. I’m extremely proud of how far we’ve come and the service we offer, and I’m always looking for ways to improve.
 
So with that said, if you don’t mind me asking, regarding your experience with our company and {{Plumber}}:
 
– Were {{Plumber}} and our dispatch team pleasant and helpful?
 
– Did we notify you when we were on the way and arrive between our appointment window?
 
– Were we presentable, professional, friendly, and courteous?
 
– Were we able to help?
 
– Is there something we could improve upon to enhance future experiences with us?
 
We really want to offer the best experience that we can. We take this feedback very seriously, and we’ll use it to guide decisions in the future.
 
Thank you so much!
 

Jacob Romano

General Manager

John the Plumber
{{City}}, ON
 
 
PS. If you need help urgently, please call the office!

Step 8 - Send Preview To Yourself

  1. When you’ve double-checked the email and it looks good, click Continue.
  2. Click Send preview to yourself.
  3. You may need to wait or refresh the screen, but click the test email when it arrives.
  4. Double-check that all the fields are correctly input.
  5. Wait.

Step 9 - Respond

With a quality email like the one you sent… You’ll likely get tons of feedback.

Lots of people will praise your guys.

Lots give good, useful feedback.

Lots of people will try to get a lower price.

Prepare some good templates for responses.

Campaign Email Example

Subject: Hey <Customer Name>, How Was Your Experience With <Plumber Name>?

Body:

Greetings, <Customer Name>!

 
My name is Jake, and I’m the General Manager at John The Plumber.
 
First of all, thank you for choosing John The Plumber for your plumbing services at <address>, <postal code>. I’m extremely proud of how far we’ve come and the service we offer, and I’m always looking for ways to improve.
 
So with that said, if you don’t mind me asking, regarding your experience with our company and <Plumber Name>:
 
– Were <Plumber Name> and our dispatch team pleasant and helpful?
 
– Did we notify you when we were on the way and arrive between our appointment window?
 
– Were we presentable, professional, friendly, and courteous?
 
– Were we able to help?
 
– Is there something we could improve upon to enhance future experiences with us?
 
We really want to offer the best experience that we can. We take this feedback very seriously, and we’ll use it to guide decisions in the future.
 
Thank you so much!
 

Jacob Romano

General Manager

John the Plumber
{{City}}, {{Province}}
 
 
PS. If you need help urgently, please call the office!