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How do you prioritize which jobs get same-day service?

Sylvia Chen

We hit capacity issues every summer and I need a better system than "whoever yells loudest."

Current setup:

  • Emergency = safety hazard, no heat/ac in extreme temps, active water leak
  • Same-day = everything else requested today

The problem: my dispatchers are making judgment calls that aren't consistent. One customer's "small leak" is another's "flooding emergency."

Looking for a framework others use. Do you score jobs? Tier by customer? Revenue threshold?

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  • We tried scoring. Too complicated for my dispatchers during busy season... they just started guessing the numbers anyway.

    Now we run three actual buckets:

    • Code Red: safety, property damage active, no heat below 40°/above 90°
    • Code Yellow: comfort issue + contract customer OR high-value residential
    • Code Green: everything else

    Code Red gets next available tech regardless of route efficiency. Code Yellow gets same day if possible. Code Green gets told morning or afternoon next day.

    Works because there's no math at 7am when you're already behind.

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  • We tried scoring. Too complicated for my dispatchers during busy season... they just started guessing the numbers anyway.

    Now we run three actual buckets:

    • Code Red: safety, property damage active, no heat below 40°/above 90°
    • Code Yellow: comfort issue + contract customer OR high-value residential
    • Code Green: everything else

    Code Red gets next available tech regardless of route efficiency. Code Yellow gets same day if possible. Code Green gets told morning or afternoon next day.

    Works because there's no math at 7am when you're already behind.

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