Standard Operating Procedure                                        Budd’s Plumbing

Title:

Date

8/21/24

Written By

Benjamin Haberman

Effective Date:

8/21/24

Objective: This Standard Operating Procedure (SOP) outlines the responsibilities and procedures for an  assistant in   Budd’s Plumbing to track down a key performance indicator that tracks our Phone KPI’s and manages our google LSA. Its very important to track your LSA KPI’s to know when its time to dispute a call or link revenue to that call. It’s very important to track your phone KPI’s to know how many calls we are booking, etc…

1.  How to track in podium (loom video)

1. https://www.loom.com/share/2178f71311e34320afa67c0527b30b13?sid=b43faee1-29e0-415b-9b30-726d92e676aa

2.  Via podium.com our calls are all have statuses marked and they are properly tagged specific to the call

1. If they are not marked or tag is not there, assistant must listen to call to correctly mark the status/tags…

1. Status:

2. Tags

3. An assistant then goes through out the calls in a given day and marks down the appropriate data in this sheet:

1. https://docs.google.com/spreadsheets/d/1LemFKTIbaLGmFpl-ygCrDr9yjvwTDkygSQj0PswKif8/edit?usp=sharing
2. This data then gets sent over to our master score card:

1. https://docs.google.com/spreadsheets/d/1rK8WlNLArL7BaO0O-yU08ghM8VHViwP7zHTchVo3m1Y/edit?usp=sharing

4. This task is to be done daily.

Note: This SOP can be customized based on the specific requirements and guidelines of Budd’s Plumbing. Regularly review and update the SOP to ensure it remains accurate and aligned with the company's evolving needs. Make notes below in Red that would make this SOP more efficient. Before changing the SOP above, Ben and Mike need to sign off on it.