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Status (Cancelled (((Booked somebody else – unmatchable price Customer…

- - - - Booked somebody else – unmatchable price Customer booked at a lower price – we cannot match it or it is below our minimum charge
      - Cancelled Survey An organised viewing, which was cancelled for some reason
      - Uncontactable (no e-mail/phone) Customer refused to provide us with his contact details and we can’t chase him
      - Refused to communicate Customer refused to answer any questions regarding prices,services, etc. and don’t want to explain us why he didn’t book with us
      - Not Willing to pay for a survey customer doesn’t want to pay for a viewing of a service that requires a fee
      - Service no longer needed Service is no longer needed
      - Booked somebody else – we had no availability We approached the client with new slot that was unavailable during their initial inquiry but they have booked somebody else in the meanwhile Normally “Hot Lead No Availability For Day is changed to this one, once we confirm that the client has booked someone else as we could not accommodate their request date/ time wise
      - UK – customer wants free service Only for UK market – used when the client is not looking for paid service – ex. client who wants free disposal of waste that is normally organised by the council
      - Potential Lead Important for our Service Development team! These are services we dont yet provide or areas we dont yet cover.
      - Service we don’t do A service we do not provide YET, but we might start doing it in future. If it is not similar to any of our current services, choose other and then this status
      - No availability in area An area that we still do not cover
      - High distance surcharge If customers’ request our services in areas that we add a surcharge for ( teams/Pros living further away) and the price seems too high. Always ask for customers’ budget : If their budget matches our usual price without a surchage -> the customer would have booked with us if there was no surcharge -> Use “high distance surcharge” substatus
      - Provisional booking Only for Regular service!
      - This is a status that is used only for customers using us on a regular basis (file has a dashboard and frequency set ) and applies ONLY for specific subsequent regular visits.It must not be used for brand new contracts and their initial visit .The status is used only by the franchisees and CS/Schedule Dep when a subsequent visit of a regular file needs to be confirmed by a customer. Pros do not see Provisional bookings in BFantastic and we cannot expect they will attend unless the status is Booked.
      - Cancelled
      - The jobs used to be booked, but the customer refused to have us for whatever reason. When you cancel a job in the system you will be prompted to specify what is the reason for the cancellation. Is it canceled because of the contractor, sales department or customer. When a customer calls to cancel always ask for the reason. This helps us measure the need for reqruiting new teams/ franchisees, we see what and where we can improve to convert better.
      - By Client – will rebook customer cancels, he/she will call to book another day.Use for one off services.For a regular service , this status applies if we have not yet attended for the initial/first visit.
      - By Client – service no longer needed customer cancels, he/she decided to not rebook. Use for one off services. For a regular service, this status applies if we have not yet attended the initial/first visit.
      - By Client – budget customer cancels because of an issue with our prices. For a regular service, this status applies if we have not yet attended the initial/first visit.
      - By Client – Issues with previous/current services Cancellation because the client is unhappy with the previous or the current services and does not want to rebook
      - By Client – Pro/Team delay Cancellation because the team or the pro had a delay and the client decided to cancel the service
      - By Office – Regular & One off cleaning – NO availability Cancellation because of lack of availability on the day for the service
      - By Office- Partner/pro fault Cancellation because the partner/pro made a mistake on the day
      - cancelled – day of service – office mistake cancellation because of an office mistake
      - By Office – Bad Weather cancellation because of the bad weather
      - By Office – No access/Client no show/Poor condition/Water/Electricity cancellation because of other reasons stopping us to perform the service on the day – for example poor condition of the property, or the client did not show up, or there is no water/electricity at the property