The people who run your dispatch center are the lifeblood of your company.

They answer the phones, keep track of service calls, schedule appointments, and most important of all: they keep your sales funnel full.

Dispatchers: They Don't Hate You
It's 4pm, and you've just finished a major water main repipe. You're dirty, cold, wet, and your phone starts to beep at you. A message waiting. You open it and find that you still have to go work on a plugged sink.
Thinking that dispatch is "punishing" you for something, you call, explaining that it's almost time for you to go home.

Dispatch tells you that you're on-shift until 5pm.

At this point you can either start ranting and raving, getting upset, or just go to the call.

Why You're Working Late
Before calling and getting upset, realize that the world inside the dispatch center is different than out in the field.

When there aren't enough calls to spread out among the technicians, it creates a shortage of work. This normally translates into you sitting in your truck, or creating busy-work. One of the side effects is that when a call does come in, someone has to be sent out to clear it.

Since plumbing problems don't care about your schedule, you may have calls that come in at the end of the day--usually when clients come home and discover the problem.

Helping Dispatch
Dispatchers are going to help you as much as you help them.

Going to a call at the end of your shift isn't an ideal situation, but sometimes you just have to shrug and go with the flow.

When you don't raise a fuss over it, dispatchers will see that you're willing to work a little harder, and in the future, will give you more opportunities for work.
They will also see that you're a reliable technician, and more inclined to move you further up the call sheet.

How to Get Dispatchers to Love You
The following tips will help you get noticed, and improve your chances of receiving more calls.

Show up on time
It makes life easier for everyone involved: dispatch, client, and you.

Make clear diagnostics/recommendations
Be specific about what you did, and what needs to be done.

Don't be vague: Replaced 1/2" pex pipe in crawlspace.

Instead, paint a picture of what you did: 1/2" pex 'tee' fitting failed in crawlspace. Removed damaged fitting, and replaced, tying in with existing water lines.

Somewhere after the diagnosis and billing information, clearly indicate other issues that need to be addressed.
The separate recommendations make it easier for dispatch to find, follow up, and schedule an appointment.

Learn to write neater
Over time, your dispatchers will be able to decipher your writing, but why not make it easier in the first place.

Practice your penmanship every day for 15-20 minutes. Take an old invoice and rewrite it, striving to be as neat as possible.

It will take work, but will be worth it in the end.

Have all work authorized
If a client decides they don't want to pay, and there's no authorization, the company doesn't have a leg to stand on.

A lot of times, dispatchers will pull double duty as payment collectors, so give them as much ammunition as possible.

Do a paperwork checklist
Ensure that you have to following items on your paperwork before submitting:

• Client Information (Name, address, telephone, email)
• Type of job (Commercial or residential; service, estimate, follow-up, maintenance, recall)
• Type of client (Service agreement customer?)
• Offered a plumbing checkup
• Results of plumbing checkup
• Water pressure
• Authorization signed
• Both standard and service agreement pricing
• Job code clearly written
• Warranty information
• Payment type
• Did the client use a coupon? Write down discounted price.
• Include coupon with the paperwork (client name and invoice number)
• Signature after completion of work
• Signature on credit card receipts
• Thank you note filled out, ready to be mailed

Bring them gifts
Who doesn't like random gifts? It doesn't have to be anything elaborate, just something to say thanks for all the hard work they do.

A couple of times a year, I'll buy a card for each of the dispatchers, and write a personal note inside. For several weeks afterward, the cards were still on display on their desks.

Closing Thoughts
Dispatchers are there to help you navigate your work day. Try not to abuse them, or you may find yourself sitting at the local coffee shop with nothing to do.

Help them out whenever possible, and you'll find that they'll do the same for you.

What has your experience been like with your dispatch center? Leave a comment below to share any thoughts or ideas you have.