The 5-Star Service Visit – Every Time!

Covers our approach to each and every service visit. Our service is our livelihood. It’s actually pretty easy to make our customers happy. Follow the procedure below and have happy customers.

🙂 Happy customers help us create a better workplace for everyone!

Purpose:

At Custodia, our Home Helpers are dedicated to enhancing the lives of our customers, helping them reduce stress, conserve energy, and enjoy their homes for longer. We operate at the intersection of companionship and home maintenance, striving to combat isolation and loneliness among older adults.

Our Commitment

♥️ Our work is more than maintenance—it’s about making life better for our customers.

Before the Visit: Preparation & Communication

Notify the Customer

• Call to Confirm: Inform the customer of your estimated arrival time at the end of your previous job.
• If Running Late: Reach out as soon as possible to keep them informed.

Script for Arrival Notification:

“Good day, this is [Your Name] from Custodia. I’m calling to confirm your service visit today. I will arrive at your home at approximately [TIME].”

Script for Delay Notification:

“Good day, this is [Your Name] from Custodia. I’m calling to let you know that I’m running a bit behind schedule and will arrive at your home around [TIME]. My apologies for the inconvenience, and I’ll see you as soon as I finish here.”

Arrival: A Warm and Professional Approach

First Impressions Matter:

• Park your vehicle, straighten your uniform, and approach the home with a smile.
• Knock gently on the door and wait patiently for up to 90 seconds—older adults may take time to answer.
• When they open the door, offer a friendly greeting:

Greeting Script:

“Hello, [Customer’s Name], how are you today?”

• Engage in light conversation for 20-30 seconds before discussing the work.

During the Visit: Executing Excellence

Deliver Quality Work:

🏆 Our goal is to complete the entire job in one visit, ensuring a seamless experience for our customers.

• Before starting, confirm the agreed-upon work with the customer.
• Proceed with the job using our “one-piece flow” approach, ensuring that the task is finished during the visit whenever possible.
• For jobs requiring more than 2-3 hours or additional materials, schedule a follow-up visit at a time that works for the customer.

Safety Comes First:

• As you work, conduct a visual perimeter check of the property to ensure it is safe and secure.
• Take note of any potential projects or safety concerns that could be included in the customer’s Home Management Plan.

After the Visit: Wrap-Up & Leave a Lasting Impression

Seek Customer Approval:

• Upon completion, knock on the door to share your work with the customer and ensure it meets their expectations.
• Discuss any findings from the perimeter check and offer a summary of what was done.

Document Insights:

• Take note of any additional services or needs the customer mentioned during your conversation.
• Ask the customer if you can help them with anything else

Farewell with a Smile:

• End the visit with a warm goodbye and a smile, leaving the customer with a positive impression of Custodia.

Core Reminder:

♥️ At Custodia, our mission is to help people live safer, longer, and more joyful lives at home. By combining exceptional service with a caring touch, we are making a real difference in their lives.