Read the words instead
0:00 Turning an enquiry into a job. Website bookings, phone messages and chat enquiries all land in your Inbox, ready to call back and confirm.
0:11 Open the Inbox from the menu on the left. The red number on it is how many enquiries are waiting. You'll also get here from New booking to confirm, on your Home page.
0:24 Every new enquiry is listed on the left, newest first. Each one shows their name, their suburb, the bin size and waste they asked for, where it came from, and how long ago it arrived.
0:39 Where it came from tells you how they found you. Website, your booking link, the chat, the phone agent, social, or entered by hand. Enquiries from a Google or Facebook ad also carry a small tag.
0:55 To find one, type part of their name, phone number or suburb in the search box.
1:02 If you've got automatic texts switched on, customer replies show in a Text replies box above the list. Press Handled once you've dealt with one, or Open job to go to the booking it's about.
1:16 Click an enquiry to open it on the right.
1:20 You'll see their phone, the bin they want, the full address, the dates they'd like, and when it came in. Anything they wrote is under Notes.
1:31 The map shows where the bin's going. Drop spot means they put a pin on the exact spot. Approximate means it was worked out from the address. You can open it in Google Maps or Apple Maps.
1:45 If the enquiry came from your phone agent, you can also play the call and read what was said, right here. Handy before you ring them back.
1:55 Press Call to ring them.
1:58 If something came through wrong, press Edit. Fix the name, phone, address, bin size or waste type, and press Save changes. Nothing is sent to the customer.
2:11 Once you've spoken to them, confirm it at the bottom. The dates start on the ones the customer asked for, so check them. Only the delivery date is needed. Leave the pickup blank if they'll ring when the bin's full.
2:27 Pick a driver, or leave it unassigned and sort it out on Dispatch. Then press Confirm booking.
2:35 It leaves the Inbox and goes straight onto your schedule as a confirmed job.
2:41 If it's not going ahead, press Decline instead. It asks you to check first, and then it's taken out of the Inbox and not booked.
2:51 If someone else in the office has already dealt with an enquiry, you'll be told, so it's never booked twice.
3:00 That's an enquiry booked in. Next, giving the day's jobs to your drivers.
