It is important that you track additional service requests in Service Minder for analysis both at the local level and for the brand. One benefit is that we can hold our product vendors accountable for efficacy. Another is that the brand can compile regional statistics that could prove useful as recommendations for product usage.
A prerequisite is to have a service(s) set up as an Additional Service Request with zero price, and any service that is subject to additional service requests have the Track Rework button checked:
How to Process an Additional Service Request
Locate the Contact who requested the additional service request and the completed appointment responsible for the request (usually the last completed appointment).
From the Completed Appointment page, scroll down until you see a blue bar with a “Rework” button. Select it.
From here, select the Service you wish to perform as a follow-up. Most locations choose “Additional Service Request,” "Complimentary Treatment," or the name of the additional service request service that your location uses, as that tells the technician that this is an Additional Service Request. You can select any service you wish, though. It may not be set up in Control Panel>>Services if you don't see this. From here, schedule as you would any service. You may want to type notes to the customer in Customer Notes.
By tracking additional service requests in this manner, they will appear in your Pulse, brand-wide statistics, and ReWork Report, which will assist with trends at your local level.
Note: the Rework Report (link below) displays reworks by individual Service Agent. For example, if you have a rework on a route with 2 Service Agents, it will show twice. This report is NOT to get to the bottom of reworks by service but to see which of your agents is performing well.
https://serviceminder.io/Reporting/Rework
Additional Service Requests and the Sales Process
Remember that our guarantee is a definite differentiator from our competition when dealing with Additional Service Requests. View these requests as opportunities to show your customers how you care; they will often end up as referrals. Customers can become confused when you offer an 85-90% reduction in mosquitoes and a 100% guarantee of your services. Be sure to be clear when selling.
Obtaining Re-treatments across Time
To obtain global statistics on additional service requests, use the Appointments tab at the top:
Set a date range, then filter for total services minus additional service requests. This is your divisor. Next, filter in the same date range for your additional service request service(s). This is your numerator. For instance, you might have 10 retreatment services and 200 non-retreatment services in a time frame. This is your additional service rate of 5%.
Pulse provides this currently for the trailing 30 days. There is also a Reworks Report that allows for analysis by type and date: https://serviceminder.io/reporting/rework