After the Appointment
Communicating the value, even when you can’t make a diagnosis.
A video diagnosis helps you arrive ready to resolve the problem on the first visit — be sure to thank customers for their time and explain why it was helpful. In some situations, you may still need an in-person visit to complete the diagnosis. That’s ok. You’ve still learned something about the situation and can use that to maximize your time in the house.
Simply explain the situation to the customer and set expectations for the in-home visit.
|
Appointment Outcome |
Next Steps |
|
Successful diagnosis made |
Great! Be sure to save your Streem recording (See the Tech Guide for tips). |
|
DIY: Customer was able to resolve the issue during the video call |
Schedule a follow-up call or video appointment to confirm that the system is still operating.
If you are unable to reach the customer for the follow up appointment, you can update the status to “Job Complete.” |
|
No diagnosis made |
If you still need an in-person visit to complete the diagnosis, that’s ok! You’ve still learned something about the situation and can use that to maximize your time in the house. Explain the situation to the customer and set the expectations for the in-home visit. Schedule the appointment with the customer and move to the next step. |
|
Non-covered or denial discovered |
If you identify non-covered charges or situations that will result in a full denial DO NOT inform the customer until a Frontdoor authorization agent has been consulted. Make sure the Streem session documents the conditions and explain to the customer what parts, repairs and/or other adjustments are needed to complete the repair. The authorization agent will contact the customer to discuss next steps first, then they will contact you to discuss the outcome. |
