Role-Specific Workflows

Use these step-by-step workflows to keep jobs smooth, safe, and on time. Each workflow lists the trigger, inputs, outputs, tools, and SLA so everyone knows what “good” looks like.

Technicians — Field Workflow

Trigger Inputs Outputs Primary Tools SLA/Target
Job assigned & confirmed ServiceM8 job card, client notes, safety flags, prep sheet Ready vehicle, stocked chemicals & PPE ServiceM8, SDS folder, Vehicle Checklist Pre-start checks done by 7:45 am
Arrive on site Customer name, scope, risks Warm greeting, agreed plan, start time tracked ServiceM8 timer, Job Script On-site within booked window
Treatment SOPs, label rates, site inspection Safe, effective treatment with photos Applicators, baits, signage, camera Standard home 45–60 min (size dependent)
Wrap-up Chemical batch/ratios, findings Digital Service Report, invoice, after-care advice ServiceM8 forms, email/SMS templates Report sent before leaving site

Daily Pre-start (7:15–7:45 am)

  1. Check ServiceM8 schedule & routes; confirm time windows and notes (pets, kids, medical, access).
  2. Vehicle & stock: top-up water, chemicals, baits, monitors; verify PPE; verify spill kit; confirm SDS on device.
  3. Safety: check weather, ladder/roof access, lockout needs, termite drill gear if required.

On Arrival

  1. Park considerately; wear clean uniform & ID; shoe covers ready.
  2. Greeting script (friendly + clear): “Hi, I’m [Name] from Pro Pest Control Brisbane. I’ll walk through the areas of concern and explain what I’ll do today. Anything urgent you’ve noticed?”
  3. Confirm scope, pets secured, prep done; point out safety signage locations.
  4. Start ServiceM8 timer; take 2–3 “before” photos (entry points, droppings, webs, ant trails, conducive conditions).

Treatment Steps (Residential General Pest)

  1. Interior: skirtings, wet areas, behind appliances (where safe), roof void (baits/monitoring as per label), free rodent upgrade if applicable (bait in cardboard station in roof void).
  2. Exterior: eaves, weep holes, window frames, fence lines, sheds, bins, play equipment (avoid contact areas), ant nests.
  3. IPM notes: reduce moisture, seal gaps, trim foliage, store food/pet feed correctly.
  4. Label compliance: mix and apply per SDS/APVMA label; record product, batch, rate, and volumes in ServiceM8 form.
  5. Photos: 3–5 “after” photos (treated zones, bait placements, corrected issues, signage).

Close-out

  1. Walk-through with customer: what we did, what to expect (increased pest activity for 7–14 days may occur), when to call us.
  2. After-care: keep surfaces dry 24 h where possible; don’t spray over ant baits; ventilation advice.
  3. Complete Service Report in ServiceM8; send by email/SMS; collect payment per job instructions.
  4. Ask for review (if delighted): “If we earned 5-stars today, a quick Google review helps us a lot.”
  5. Set renewal or follow-up tasks (e.g., annual inspection, 4–6 week check if needed).

Incident & Escalation

  • Medical/safety: stop work, make area safe, notify Team Leader immediately, record in Incident Form.
  • Warranty requests: if within first 1–3 weeks, educate expectations; if after 4–6 weeks and activity persists, log call-back with photos and book retreatment window.

Tech KPIs

  • On-time arrival: ≥95% within window
  • Report accuracy (chemicals/batch/rates): 100%
  • Photo documentation: min 5/job
  • NPS/5-star reviews: trending up; complaints <2% of jobs
  • Safety: zero incidents; PPE compliance 100%

Office Staff — Customer Service & Admin Workflow

Scenario Steps Output SLA
Inbound enquiry (phone/online) Answer with friendly script → Verify suburb/property type/bedrooms → Give price range promptly → Offer earliest times → Capture notes (pests, pets, access) Booked job or qualified lead with next step Answer <3 rings; call duration 3–5 min
Confirmations & reminders Send booking confirmation (prep + T&Cs) → Day-before SMS → Day-of “on the way” message Customer prepared & available Immediately after booking; reminders automated
After-care & review 48–72 h courtesy check → Answer FAQs → Send review link if happy Reduced call-backs; more reviews Within 3 days of service
Complaints/warranty Listen & empathise → Timeline screen (date, pest, photos) → If <3 weeks, set expectations; if 4–6+ weeks, book call-back → Tag Team Leader Clear plan & documented case First response <2 business hours
Accounts queries Locate invoice → Explain charges → Offer payment options/plan → Note in account Resolved or escalated Same-day resolution where possible

Must-Use Tools

  • ServiceM8 (jobs, quotes, dispatch, templates), 3CX (calls/recordings), Gmail (templates), Teams (internal chat), Xero (invoices).

Office KPIs

  • Phone answer rate: ≥95% in business hours
  • First response to web leads: <15 min
  • Booking accuracy (address, access, notes): 100%
  • Post-service follow-ups completed: ≥90%

Job Scheduling — Dispatch & Capacity Workflow

  1. Intake & Triage: Confirm service type, duration (e.g., low-set 3-bed ~45 min; 4-bed ~60 min; 5-bed ~75 min), location, constraints (school runs, pet containment), tech skill match.
  2. Slotting: Use ServiceM8 Dispatch Board → Route opt. by suburb clusters → Include 10–15 min buffer between jobs; add longer buffers for termite/complex jobs.
  3. Assign & Notify: Drop job to technician calendar; auto-send confirmation to customer; attach prep sheet & parking notes.
  4. Daily Run Sheet (4:00 pm prior): Finalise next-day schedule; flag early keys/lockbox codes; prep ladders/termite gear.
  5. Day-of Control: Monitor ETAs; if delay >15 min, notify client; re-sequence jobs for traffic/weather; dispatch urgent call-ins to nearest tech.
  6. Changes/Cancellations: Apply change reasons; rebook within 7 days; free the slot for waitlist; update technician in Teams.
  7. Capacity Planning (weekly): Review demand vs. labour; open/close online slots; propose overtime or additional techs when occupancy >85% sustained.

Scheduling KPIs

  • Travel time per job: ≤20 min average (metro)
  • First-visit completion: ≥95%
  • Same-day urgent booking success: ≥80%
  • Reschedule rate: <5%

Renewals & Retention — Lifecycle Workflow

Lifecycle Stage Action Tools Cadence Goal
Pre-expiry (residential) Run renewal list → Email/SMS reminder with quick-book link → Call if no response Monday CRM segments, ServiceM8, Gmail D-30, D-14, D-7 Book renewal before lapse
Commercial contracts Touch base with site contact → Performance review → Update scope/price → Renew PO Monday CRM, Proposal template, Teams Quarterly review; D-60 renewal Retain & upsell
Win-back (lapsed) Reason code review → Targeted offer (e.g., free add-on) → Call & email Monday CRM automations M-1, M-3, M-6 Recover 20% of lapses
Termite inspections Annual reminder → Book inspection → Issue report & recommendations ServiceM8 recurring, Gmail Every 12 months 100% on-time inspections

Retention KPIs

  • Residential renewal rate: ≥75%
  • Commercial renewal rate: ≥90%
  • Termite inspection on-time: ≥95%
  • Lapsed win-back: ≥20% within 6 months

Sales Teams — Outbound & Quote-to-Close Workflow

  1. Prospecting: Build lists (property managers, strata, food service, healthcare, education). Warm via email; call with a concise opener and a results hook.
  2. Qualify (BANT-light): Need/problem, site type/size, timing, decision group. Log in Monday CRM.
  3. Book Site Visit: Coordinate with Scheduling; confirm access & inductions; prep JSA/PPE.
  4. Scope & Proposal: Document risks, frequencies, IPM actions; price options (good/better/best); add SLAs; send within 48 h.
  5. Follow-up Cadence: Day 2 call → Day 5 email with case study → Day 10 call → Day 15 “last call” or nurture.
  6. Handoff to Ops: On win, create ServiceM8 job/recurring schedule; pass scope, inductions, site contacts; book kickoff.
  7. Pipeline Hygiene: Next-step on every deal; close lost with reason; weekly review with Team Leader.

Sales KPIs

  • First meeting set rate: ≥15% of dials/emails
  • Quote turnaround: ≤48 h
  • Close rate (qualified): ≥30%
  • Average contract value & cycle time trending positively

Team Leaders — Leadership & Quality Workflow

Refined from the previous summary and expanded into a practical, cadence-based workflow.

Role Purpose

  • Deliver quality, efficient customer service and sales outcomes by leading people, improving process, and managing performance.
  • Own communication standards, administrative rhythm, and KPI reporting to the Owner.

Core Responsibilities

  • Hire, onboard, coach, recognise, and—when needed—performance manage team members.
  • Set and monitor targets (service SLAs, conversion, revenue, debtor days, retention).
  • Optimise procedures (templates, scripts, checklists, QA forms) and ensure adherence.
  • Handle escalations (safety, complaints, VIPs) and maintain contractor/PM/landlord relationships.
  • Prepare and present monthly performance reports to Owner (email + short voice summary).
Cadence Leadership Workflow Outputs
Daily
  1. 8:00 — Dashboard scan: unassigned jobs, overdue quotes, SLAs at risk.
  2. 8:15 — Stand-up (10 min): wins, risks, priorities, safety moment.
  3. Midday — QA spot checks: 2 call recordings + 2 job cards (photos, chemicals, notes).
  4. 4:30 — Next-day readiness: schedule locked, stock flags to techs, unresolved escalations chased.
 Notes in Teams; risks assigned; QA log updated
Weekly
  1. 1:1s (30 min each): review KPIs, coach skills, agree actions.
  2. Training hour: script refresh, objection role-plays, safety refreshers.
  3. Pipeline & renewals review with Sales/Renewals leads.
  4. Debtors huddle with Accounts (top 10).
 Action plans; training attendance; trimmed debtors list
Monthly
  1. Performance report to Owner: SLAs, conversion, revenue, retention, complaints, safety, projects.
  2. Process improvement: pick 1 bottleneck, run a small experiment, measure outcome.
  3. Recognition: shout-outs/awards for 5-star behaviours.
 Report sent; experiment log; recognition post
As needed Escalations, PIPs (performance improvement plans), hiring & onboarding, contractor/PM relationship meetings. Documented outcomes; updated SOPs/templates

Quality & Compliance Checklist

  • Customer service QA: empathy, clarity, first-time resolution, accurate notes.
  • Field QA: photo evidence, chemical records, safety compliance, housekeeping.
  • Data hygiene: every record has next step/date/owner; no “orphan” jobs or quotes.

Leader KPIs

  • Team SLA hit rate: ≥95%
  • Complaint rate: <2% of jobs; 100% resolved <3 business days
  • Staff retention & engagement trending positive
  • Process improvements shipped: ≥1 per month

Requirements & Attributes

  • Lead by example; high accountability; action-oriented with data literacy.
  • Excellent written/verbal comms; strong planning; problem-solver; sincere, energetic, and fair.
  • Proficient with MS Office & Google Suite; confident with ServiceM8, Monday CRM, Xero, 3CX, Teams.

Notes & Tips

  • Documentation first: If it’s not in ServiceM8/CRM, it didn’t happen.
  • Timeboxing works: Protect buffers in the schedule; don’t “steal” from the next client.
  • Close the loop: After any escalation, confirm with the client in writing what was done.

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