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How do you prioritize which jobs get same-day service?

Sylvia Chen

We hit capacity issues every summer and I need a better system than "whoever yells loudest."

Current setup:

  • Emergency = safety hazard, no heat/ac in extreme temps, active water leak
  • Same-day = everything else requested today

The problem: my dispatchers are making judgment calls that aren't consistent. One customer's "small leak" is another's "flooding emergency."

Looking for a framework others use. Do you score jobs? Tier by customer? Revenue threshold?

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  • From the field side: whatever system you pick, give us the why in the job notes. Nothing worse than walking into a same-day where the customer expects us to know their whole history and why they're "special" today.

    Pro tip: if it's a priority override, put that in the first line of notes. Tech sees "CODE RED - ACTIVE WATER DAMAGE 2ND FLR" before they even knock. Sets the right tone.

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  • From the field side: whatever system you pick, give us the why in the job notes. Nothing worse than walking into a same-day where the customer expects us to know their whole history and why they're "special" today.

    Pro tip: if it's a priority override, put that in the first line of notes. Tech sees "CODE RED - ACTIVE WATER DAMAGE 2ND FLR" before they even knock. Sets the right tone.

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