How to Work with Platinum Clients

How to Work with Platinum Clients: Technician Guide

As a technician in the Platinum Department, you work with our most important clients, like government institutions and high-priority maintenance companies. These clients expect the best service, so it’s important to follow all steps carefully.

Before Starting the Job

1. Agreement and Documents:

   • A formal agreement is made before the job starts.

   • Documents like the COI (Certificate of Insurance) and W9 Form are sent to the client.

   • The client sends a work order, which must be reviewed and confirmed.

2. Government Jobs:

   • These jobs may not require a work order at the start but must still be handled professionally.

   • Complete all documentation after the job.

What to Prepare Before Going On-Site

1. Work Order:

   • Confirm the work order is signed by the client.

   • Print out the paperwork, including the work order number.

2. After the Job:

   • Fill out the invoice with all details.

   • Get the sign-off sheet signed by the client’s manager.

   • Take clear before and after photos of the job.

Steps for On-Site Work

Arrival:

• Check-In: Call the contact number listed on the work order. If you can’t, inform the Platinum Department team (Betty, Riley, Rebecca, Ann, Sisi, Robin) through Workiz or WhatsApp.

• Be on Time: Arrive within the agreed ETA.

Perform the Job:

• Work carefully and with precision to avoid mistakes or callbacks.

• Follow property rules, avoid damage, and stay safe.

Completion:

• Check-Out: Call the contact number again when you finish. If they are unavailable, let the Platinum Department team know.

• Complete all paperwork, including signatures and photos, before leaving.

NTE (Not to Exceed) and Approval Rules

1. Do Not Exceed the Budget:

   • If you need more money for the job, contact the Platinum Department for approval.

   • They will get verbal approval and follow up with an email.

2. Important:

   • Do not start extra work without approval.

   • Failing to follow this process may cause billing issues.

Professional Behavior

• Be Punctual: Arrive on time.

• Be Respectful: Be polite and professional with clients and their staff.

• Communicate Clearly: Always explain things in a simple and clear way.

Quality Assurance

• Double-Check Your Work: Make sure everything meets company standards.

• Ask for Help if Needed: Contact your supervisor if unsure about anything.

• Avoid Callbacks: Always ensure the job is done right the first time.

Final Checklist Before Leaving the Job Site

Before you leave, make sure:

1. The Work Order is complete.

2. The Invoice is accurate.

3. The Sign-Off Sheet is signed.

4. Before and After Photos are taken and uploaded.

5. All NTE approvals are received.

6. The site is clean and tidy.

Special Notes for Platinum Clients

• Communication: Keep the client updated about the job.

• Confidentiality: Handle sensitive information with care, especially for government clients.

• Follow-Up: Submit all documents quickly to avoid payment delays.

Top Maintenance Clients We Work With

• SOS Maintenance Inc.

• Prime Communication

• Evo Door & Window

• Resicom

• CarMart

• Car Max

• WellsAutoGroup