Service reminders and no-show chase for air-conditioning technicians
Quick summary
- You are on a balcony. The service list and the hotel that was not in still have to be chased.
- The list is a named address, a window reminder, or a missing-key chase. Not a second opinion on gas.
- Every call starts with the address on the file. If they do not recognise it, the call stops.
- It does not tell them to add gas. Missing access is a yes or no. What the unit needs is the visit.
- If they ask how to repair it, the assistant writes the question down and says the technician will look at the unit.
- SMS does the first reminder. The voice call is for the window that is still empty two hours after the slot.
TL;DR
You are on a balcony. Eight annual services are still unanswered and Wednesday's hotel plant never opened the door. Nobody is going to spend the afternoon ringing. An assistant works the list you give it: address on the file, one purpose. It asks whether they will be in. It does not say what the unit needs, whether it is the gas, or which button to press. If they ask, it writes the question down and says the technician will look at the unit. It can move a window if that time is free. It will not ring a neighbour about someone else's split.
Key takeaways
- Build each list from your own files: address, the number on the file, and one purpose.
- Do not put a neighbour's mobile on a service chase unless that number is the number on the file.
- Write the purpose as a reminder or a chase, not as a question about gas.
- If the client asks how to repair it, the assistant ends the call and flags the van to call back.
- Check the book before you speak a window. Do not read Thursday off last week's pad.
- Keep gas, filters and last year's prices off the script. The technician will look at the unit.
The lists on the pad while you are on a roof
The outdoor unit is still open. Eight annual services are still unanswered. Wednesday’s hotel never opened the hatch. You are not going to spend the afternoon ringing.
That is the outbound problem on this van. Not a campaign. Not a hunt for new indoor units. A list of addresses you already have in the book, a number you have already written down, and nobody free to ring because both hands are in a split.
SMS does the first reminder. The voice call is for the window that is still empty two hours after the slot, or the hotel plant that will die if nobody asks whether the manager is there.
One purpose, the address on the file, then stop
Every outbound call starts with the trade name and the address on the file. If the person on the line does not recognise it, the call stops. That is how you avoid briefing a neighbour about a split, or a tenant about a hotel corridor.
The purpose is one line. Will you be in. Can the manager open the roof. We still have Thursday 09:00–12:00. Not “while I have you, do you want a new indoor unit”. Not “it is usually the gas if you want to sort it now”.
If they ask how to add gas, or which button to press, the assistant writes the question in their words, says the technician will look at the unit, and ends the chase. A chase that becomes a repair has no person on the balcony and no file note of a decision.
What belongs on the list
Empty window. The service was 09:00–12:00. It is 11:10. Nobody is in. Ask if they are coming. If not, release the window. Offer a later time only after the book is checked.
Hotel plant. The manager has the key. Ask if they will be there. Do not invent that twelve heads can still be done before Saturday.
Missing access. Street door, roof hatch, indoor unit behind a wardrobe. Name the list. Do not say those keys mean the job is only gas.
Pre-August service reminder. Three wall units next week. The window, who should be in. Not a price. Not a filter lecture.
Do not mix “will you be in” with “see if they want a new split”. That is two jobs. Only the first one belongs on this call.
Numbers that must not be on the list
A neighbour, unless that number is the number on the file. A tenant’s partner, unless they are named. A building WhatsApp group the intern copied in June.
The assistant rings the number on the file. If that number is wrong, the chase fails honestly. A wrong number that reaches a neighbour is a briefing about someone else’s unit.
This is not an electrician chase. You are not asking if the board is still dead. You are asking if they will be in for the split.
The book, not last week’s pad
A new window spoken on an outbound call is a booking. It has to come from the book you actually use. Thursday off last week’s pad is how two hotels arrive for the same morning.
If the book cannot be reached, the assistant takes a request and says it has not confirmed a time. It does not guess that you can leave the balcony you are on.
Sundays belong on the same book. Do not chase a hotel plant into a morning when nobody is on the van.
After the call
You get the transcript, whether they will be in, whether a window moved, and any gas or repair question they asked — tagged as a question, not as a yes. The SMS confirms the reminder or the new window, in the language of the call. It does not confirm a gas fill.
Read the first week of outbound transcripts. That is where “just clean the filter” creeps in, because the window needed to move. Take that sentence out. The window moves when the slot is released, not when a repair is invented.
What you set first
- The list from your files. Address, number on the file, one purpose.
- No neighbour numbers unless they are on the file.
- The book, checked before any new window is spoken.
- The stop. Gas, buttons, filters, opening the unit — write the question, end the chase, flag the van.
- SMS first, voice for the window that is still empty.
- Release a no-show the same hour, so a hot flat can take the window.
Rates live on the pricing section of the home page. They are not repeated here.
AI receptionist, in-house staff, or a call centre
| CITT | In-house | Call centre | |
|---|---|---|---|
| Chase after a hotel that was not in | Yes, from your list | When someone has time | If you write a script |
| Service and access reminders | Yes | Yes | Sometimes |
| Starts with the address on the file | Yes | Yes | If you insist |
| Names gas to hurry the visit | Never — the technician will look at the unit | The technician does, after seeing it | A risk if the script drifts |
| Answers which button to press | No — flags the van | The technician does | Must not; sometimes does |
| Offers a window the book does not have | No — checks the book, or takes a callback | If they check | Often from last week's pad |
| Rings a neighbour about someone else's split | No — only the number on the file | Only if you said so | A risk if the list was not read |
What unchased empty windows cost one August week
Worked from these assumptions — change any of them and the answer changes:
- One van, 12 open service visits in an August week, each waiting on a tenant or a manager with a key.
- This example treats 5 of those 12 as still empty two hours after the window.
- A half-day that sits unused, or is released when they arrive at four, wastes about €180 of a reserved window — put your own figure in, not ours.
- A two-hour outbound chase recovers half of those empty windows. Challenge this first; vans vary.
- 5 windows still empty, two hours out.
- Half recovered — 2 visits that happen, or 2 windows that go to a hot flat.
- 2 × €180 = €360 of reserved time protected, in one week.
- Several such weeks a summer — this example counts six.
About €2,160 a summer of book time, from calls that only ask whether they will be in.
What it costs
CITT is pay as you go: no packages, no minimum, no contract. The current rates — the monthly fee per number and the per-minute rate — are on the pricing section of the home page, which is the only place they are published.
Frequently asked questions
Can it tell them which key is missing?
It can name the access you put on the list — street door, roof hatch, indoor unit in the bedroom. It should not rebuild the job on the call, and it should not decide that a particular filter proves anything. If they ask whether it is the gas, that is a callback. The technician will look at the unit.
What if they ask how to add gas, on the chase call?
The assistant does not answer. It says the technician will look at the unit, takes the question in the client's words, and ends the chase. A chase that becomes a repair conversation has no reviewer, no file note of a decision, and no person on the balcony. The transcript still helps — you return a real question rather than “they rang”.
Can it offer a new service window?
Yes, if you allow that purpose and if it checks the book before it offers a window. It still does not tell them what the unit needs beyond the list you entered. A reminder that starts giving gas advice has stopped being a reminder.
Does it still ask for the address when we ring?
Yes. The call opens with the trade name, the address on the file, and it stops if the person on the line does not recognise it. That is how you avoid briefing a neighbour about a split, or a tenant about someone else's hotel plant.
Can it chase a hotel from an existing contract?
As a window reminder, yes: we have Thursday morning for the corridor units, will the manager be there, here is who should be in. Not as a sentence that the plant is fine, and not as gas. “We still have Thursday 09:00–12:00” is reception. “You only need a top-up” is a repair.
Who decides who is on the list?
The van. The assistant does not invent people to ring. You export or tick the files that need a reminder or a chase, with one purpose each. A list that mixes “will you be in” with “see if they want a new indoor unit” is two jobs, and only the first one belongs here.
