Service Dispatch & Customer Communication SOP | Scheduling, Scripts & KPIs for Home Service Companies
Stop losing jobs to bad dispatch. One SOP covers intake, scheduling, every customer script, and the KPIs to track it all.A complete dispatch and customer communication standard operating procedure for HVAC, plumbing, and electrical companies. Covers everything from the first inbound call through post-visit review request — job intake and classification, technician assignment, scheduling, four ready-to-send SMS scripts, no-show and reschedule protocols, escalation procedures, and a KPI dashboard.Built cross-vertical: works for any home service trade, not just HVAC. One document covers your whole operation.Fully editable: all fields marked with [BRACKETED PLACEHOLDERS] — drop in your company name, dispatcher name, software platform, and phone number and it's live on day one.What you get: Full dispatch SOP with intake, classification, and scheduling procedure Three-tier emergency triage system (Red Alert / Same-Day / Routine) Four SMS customer communication scripts (confirmation, reminder, on-the-way, follow-up) No-show and reschedule protocol with verbatim scripts Escalation matrix (Level 1 dispatcher / Level 2 owner) Job status code system (9 codes) KPI tracking table with industry benchmarks TCPA compliance notes for text messaging Editable in Word (DOCX) and Markdown Who this is for: Home service company owners and dispatchers tired of missed calls, schedule chaos, and customers who don't know when their tech is showing up.Note: This document was drafted with AI assistance and reviewed against professional editorial standards before publication.
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