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KMC<br />
OD<br />
HOD<br />
SOD<br />
Acronyms: MANAGEMENT EXTENTION / CELL / SKYPE/EMAIL<br />
CEO Kane /Accounting 127 305-928-0452 (CELL) ceo.rss<br />
Kane Marketing & Consulting<br />
ceo.kmc01@gmail.com<br />
ORIG/DEST<br />
HOUSE OD<br />
SURPLUS OD<br />
Victor Thompson/Sales<br />
Manager<br />
CAL GARCIA/Quality<br />
Assurance<br />
Adriana/Dispatch<br />
1271 -Ph 954-865-0043<br />
Hiremovingjob@gmail.com<br />
/Victor@franklinvanlines.com<br />
1269 9544948271 calsdesk<br />
qualityassurance@franklinvanlines.com<br />
7863457809 adrianakdv97<br />
adriana@franklinvanlines.com<br />
CC CREDIT CARD Support support@movingclaims.net<br />
CPF CREDIT CARD PROCESSING FEE Support Supervisor info@movingclaims.net<br />
DISP DISPATCH Direct deposit support support@abusinessmanager.com<br />
MC<br />
REP<br />
MOVING CONSULTANT<br />
REPRESENTATIVE<br />
MC.net care@MovingClaims.net<br />
CS<br />
DOX<br />
CUSTOMER SERVICE<br />
CC AUTH RECEIVED<br />
CDL<br />
PU<br />
FU<br />
CB<br />
LM<br />
EM<br />
DEL<br />
FAD<br />
BD<br />
T/O<br />
MR<br />
TP<br />
WBFS<br />
CC+DL RECEIVED<br />
PICKUP<br />
FOLLOWUP<br />
CALL BACK<br />
LEFT MESSAGE<br />
EMAILED<br />
DELIVERY<br />
FIRST AVAILABLE DEL DATE<br />
BOOKING <strong>DASHBOARD</strong><br />
TAKE OVER<br />
MONITORING REPORT<br />
TOP PRODUCER<br />
WILL BOOK FOR SURE!
1.Franklin Price List<br />
“10% DISCOUNT”ALWAYS MAKE SURE THIS BOX IS CHECKED<br />
“ORIG/DEST” MUST BE LISTED IN A LINE ITEM BELOW THE COUPON DISCOUNT. 2000.00<br />
“5% PROCESSING FEE” MUST BE LISTED AS A LINE ITEM EQUAL TO 5% OF THE DEPOSIT AMOUNT ADD THIS AS A<br />
LINE ITEM UNDERNEATH THE 10% DISCOUNT AMOUNT TO THE TOTAL DEPOSIT. THIS IS YOUR FINAL DEPOSIT<br />
AMOUNT.<br />
The balance due to FRANKLIN is equal to all monies remaining after KMC has collected its ORIG/DEST + the 25%<br />
deposit taken from the price list below.<br />
FRANKLIN will be left with a balance equal to 75% of the price list below. FRANKLIN keeps 100% of any<br />
overages in full at the same rate x cube.<br />
KMC / FRANKLIN will maintain strict adherence to the following<br />
ALL JOBS MUST HAVE A 5% FUEL SURCHARGE. THIS SHOULD ALREADY BE ON FILE.<br />
Emailing Priorities Guide<br />
8am-830am – Catch up on your emails. No calling until 830am.<br />
P0- need two rounds of emails before going to p4<br />
P1- These need to be emailed multiple times a week! Stay in contact with your quoted leads!<br />
P4- no p4 should have LESS than 6-7 emails. These also need a round of emails before going into P7<br />
P7- Should have no less than 10 emails by the time leads reach p7<br />
3. Priority Guidelines in Granot:<br />
P0 = Any lead not quoted within first 24 hours of lead arrival.<br />
P4 = Move P0 to P4 After lead is dialed .<br />
P7 = Move P4 to P7 after 48 hours of lead arrival.<br />
P1= Any lead that has been quoted.<br />
P2= Any lead that has been quoted but may not be promising<br />
P3=Any lead that has not been quoted but has asked you to follow-up at a specific time.<br />
P6=Any lead that is bad dup or cancel
4. Commission Structure:<br />
http://knowledgecenter.boards.net/thread/9/commission-structure<br />
5. LOGIN INFO<br />
Granot Login: http://hellomoving.com/marketss/admin.htm<br />
<br />
<br />
<br />
First username: Secure1000/ password: sentry9000<br />
Second username/password will be given to you individually<br />
Email LOGIN: https://sso.godaddy.com/?app=email&realm=pass&path=%2Fwebmail.php%3Fbeta<br />
%3D27a429d299bcdda028ce416ee5887cdd<br />
Username: Name@FranklinVanLines.COM<br />
Password: Will be given to you individually<br />
Copy and Paste this in your Franklin email signature:<br />
Victor Thompson|Franklin Van Lines|SeniorMovingConsultant<br />
*Winner of The Top Sale Leader of the Year 2013, 2014,2017*<br />
www.FranklinVanLines.com | Victor@Franklinvanlines.com<br />
Ph: (720) 930-4317 | DOT: 1010835 | MC: 427020<br />
"Trust in GOD and your Dreams will become a reality "<br />
*** 5 Star Full Service Interstate Moves Since 2001 ***
We MONITOR<br />
6. Monitoring Reports Violations & Consequences:<br />
Monitoring Reports are done during each shift and at the end of each day and reviewed weekly. Any MR that is<br />
unsatisfactory will result in immediate consequences for the violator including loss of assign new estimates<br />
access, dropping a payment tier and potential termination. Work as if you were being watched BECAUSE YOU<br />
ARE. The following aspects of your work day will be closely monitored throughout the day:<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
<br />
Schedule Attendance<br />
Time Card Skype<br />
Live Voice Calls and Call Recordings<br />
Granot Activity – Jobs Accessed<br />
Scheduled Follow-ups<br />
RingCentral Call Log History<br />
Pulling New Leads<br />
Emails Correspondence<br />
Pricing Accuracy<br />
Inventory accuracy<br />
Quoting Customer in Accordance with this BD
8. Skype:<br />
Skype response time is vital. All skypes must be answered ASAP if you are on schedule.<br />
Skype Rooms:<br />
<br />
<br />
<br />
<br />
<br />
Memos: Only Management may write in this room but all MCs must read these memos as they are<br />
important. Before you begin a shift please go back and read what you missed during your off shift.<br />
Observe but don’t respond in Memos you may respond directly to management or Beast Cage.<br />
(KMC)TIME-CARD: See Time card BD#10<br />
(KMC) MOJO TIME CARD: Time card to regulate mojo usage<br />
Sales Floor: Use this cage to unleash the beast within (professionally).<br />
Dispatch: Franklin Skype Dispatch room for any questions or messages re pickup information.<br />
<br />
Data entry ( Mojo) : This is where u clock in and out of mojo make sure you mention the account u are<br />
using<br />
<br />
<br />
<br />
<br />
T/O Room : if u have a deal that needs a little push from a supervisor or a fellow team make post<br />
here the account number and ask for the particular person you like for to T.0 the deal for u its 80% for<br />
you and 20% for the person who t.0<br />
Qa Bulky item : if you have any bulky item questions please ask here<br />
Qa Date Change: after you book a job you cannot date change yourself post account number here and<br />
new dates .<br />
Retention Department : this is the room in case of a cancel the best of the best reps can try to save<br />
the deal for you if they do its 60%for you 40% for Retention .
9. Schedule:<br />
go to : https://docs.google.com/spreadsheets/d/1MyIotuSIX4qHpsVKhfi2-<br />
qOempTVWRJWulsYf6VU5NM/edit?usp=sharing<br />
MC SCHEDULE MUST BE COMPLETED BY SUNDAY MIDNGHT. Your attendance (start time, breaks, off time) will<br />
be CLOSELY monitored. Be on time, work full shift!<br />
10. Time Card:<br />
THIS IS A SKYPE ROOM USED STRICTLY FOR:<br />
1- SKYPE: IM ON (SHIFT STARTS)<br />
2- SKYPE: ON BREAK (15 MIN X 2 X DAY)<br />
3- SKYPE: ON LUNCH (1 HOUR X DAY)<br />
4- SKYPE: IM OFF (SHIFT ENDS)<br />
5- SKYPE: IM OT (OVERTIME OFF SHIFT)<br />
11. Daily Structure and Priorities guide.<br />
GO TO : http://knowledgecenter.boards.net/thread/40/daily-structure<br />
12. Quoting/Booking a Job Checklist<br />
Go to :http://knowledgecenter.boards.net/board/5/training-1-granot
13. QA and updating a booked job (Inventory changes, date changes, etc.)<br />
Please refer to QA Memo for booking guidelines, and the Bulky Item List BD#25 for questions about pricing<br />
bulky items Any questions, Skype/Email Cal.<br />
Skype: calsdesk<br />
Email: QualityAssurance@Franklinvanlines.com<br />
GO HERE FOR QA MEMO : http://knowledgecenter.boards.net/board/8/announcements<br />
14. Mojo:<br />
MOJO LOGIN: https://lb11.mojosells.com/login/<br />
PIN: 062630<br />
sales@swiftmovingsystems.net Password: mojomojo01<br />
kane.relocationsolutions@gmail.com passwords: mojomojo02<br />
MOJO TRAINING VIDEO: http://knowledgecenter.boards.net/board/15/training-4-mojo-time<br />
Mojo Auto dialer: Moving Consultants should manually dial or mojo their p4s daily, as well as mojo P7s weekly<br />
minimum.<br />
17. Franklin Website www.franklinvanlines.com<br />
<br />
<br />
<br />
<br />
<br />
<br />
18. Franklin Delivery Schedule:<br />
0-250 miles: 1-5 business days.<br />
251-500 miles: 1-10 business days.<br />
501-1000 miles: 3-14 business days.<br />
1001-1500 miles: 4-16 business days.<br />
1501-2000 miles: 4-18 business days.<br />
2001-3300 miles: 5-21 business days.<br />
* This delivery schedule is NOT A GUARANTEE.<br />
** Delivery schedule begins from the FIRST DATE you will be ready to accept your<br />
shipment. All estimated time of arrivals are subject to change depending on many<br />
industry factors such as traffic, weather conditions, unforeseen mechanical<br />
problems or unexpected delays with prior deliveries scheduled before you.
19. Franklin Payments<br />
After KMC/FRANKLIN receives these initial deposits from Customer, the customer shall pay FRANKLIN directly: ½<br />
at pick up via cash, check, postal money order, or cc (5% processing fee may apply) and ½ upon delivery in the<br />
form of cash or postal money order. 50% is due upon pick even if going into FRANKLIN storage for 30 days.<br />
20. Pickup Windows<br />
All Minimum Jobs “should” be booked with a as large of a PU window as possible – KMC will reserve all jobs<br />
with a 3 day pickup window. If the job is not reserved with a 3 day window YOU WILL NOT BE PROTECTED<br />
AGAINST SERVICE FAILURE. We guarantee to the customer that their job will be picked up within the set 3 day<br />
pickup window. Any 1 day pickup window must be approved by manager and noted by sales and dispatch. A<br />
customer has the ability to reschedule their pickup dates. Dispatch will call customer 24 hours prior to first<br />
scheduled pick up date to give actual date and time window. Once the pickup window time is set with the<br />
customer by dispatch, dispatch is to remove the alternate dates to leave only one date on file. Dispatch should<br />
also note the file that the job has been confirmed with the pickup date and time.<br />
21. Customer Service<br />
Moving Consultant will handle any and all Customer Service calls until the job is PICKED UP. Any Dispatch<br />
related questions after the job has been booked (PRIOR TO PU) will be handled by the moving consultant. KMC<br />
MOVING CONSULTANTS WILL ANSWER ALL CUSTOMER CALLS AT ANY TIME DURING THE ENTIRE MOVE.<br />
FRANKLIN Dispatch will call customer 24 hours prior to first scheduled pick up date to give actual date and time<br />
window.<br />
ON THE DAY OF PICK UP, IT IS THE Moving Consultant’s RESPONSIBILITY TO DOCUMENT, CALL SKYPE, AND<br />
EMAIL ISSUES TO QUALITY ASSURANCE: EXT:1269; Skype: Cals Desk; QualityAssurance@FranklinVanLines.com<br />
POST PICK UP issues are to be emailed to: Support@MovingClaims.net who will each respectively handle any<br />
and all customer calls regarding either pick up(QA) or delivery(CS) delays or price differences/overages etc. In<br />
the event that a customer is wanting to cancel AT ANY TIME then MOVING CONSULTANT must contact a KMC<br />
MANAGER and/or Franklin dispatch skype group so as to attempt to save the job.<br />
22. Cubic Footage Adjusted<br />
If on the day of the move the actual cubic footage differs from estimated cubic footage the final price will be<br />
adjusted accordingly at the SAME RATE x c.f. as was quoted at the time of booking (whether over or under).<br />
23. Furniture Protection<br />
Blanket wrapping & pad wrapping are provided at no additional charge. (Protection of Electronics and glass<br />
pieces available at an additional cost to customer). Plastic stretch wrapping when required will be provided for<br />
an additional fee.
24. Line Items<br />
Description on when and how to enter all line items is as follows:<br />
COPY AND PASTE ALL LINE ITEMS EXACTLY, THEN ADJUST ACCORDINGLY<br />
1. Full Unlimited Packing (Based on total cubic footage):<br />
Flat rate for any and all material and/or labor required to professionally pack job in its entirety.<br />
$1.25 per cubic foot for any job.<br />
(ALL PARTIAL PACKING must be entered al la cart through the packing materials list)<br />
LINE ITEM MUST READ: FULL UNLIMITED PACKING x #cf @1.25 Per CF<br />
2. Shuttle Fee:<br />
If required $1 x c.f. (min $300)<br />
LINE ITEM MUST READ: SHUTTLE FEE AT DELIVERY $1 X #cf (min 300)<br />
3. Long Carry - If Required:<br />
First 75 feet is free. Each additional 75 feet is $75.<br />
LINE ITEM MUST READ: LONG CARRY FEE 75 FEE + #ft<br />
4. First 30 Days Storage/Redelivery Included - Upon Request:<br />
Additional month of storage is $.50 x c.f. per ea month(no prorating)<br />
LINE ITEM MUST READ: 30 DAYS FREE STORAGE (ea. mo .50 x cf) + #mo.<br />
5. Stairs: FEE $75<br />
LINE ITEM MUST READ: STAIRS (1 Flight Free) + (# Additional) ON PICK UP OR or ON DELIVERY<br />
6. Elevator: FEE $75<br />
LINE ITEM MUST READ:ELEVATOR FEE ON PICKUP or ON DELIVERY<br />
7. Additional Stops at Pickup and Delivery:<br />
Free - Up to 10 miles radius from pickup or delivery<br />
$100 x each additional 25 miles. ANYTHING OVER 100 MILES, SEE MANAGEMENT<br />
LINE ITEM MUST READ: EXTRA STOP AT PICKUP or DELIVERY (# MI FROM PU or DL)<br />
8. FAD First Available Delivery Date - Upon Request (FAD)<br />
First available delivery date guarantees customer that we will not be delivered prior to that date. FAD also<br />
conveys the notion that we will strive to deliver on or about that date but never before. NOTE: Delivery may<br />
take place up to 21 business days from the FAD.<br />
LINE ITEM MUST READ: FAD ##/##/##<br />
9. Bulky Items:<br />
For all bulky items pricing SEE LIST BELOW<br />
SPECIFIC BULKY ITEMS:<br />
LINE ITEM MUST READ:PIANO HANDLING FEE: (TYPE)<br />
LINE ITEM MUST READ:POOL TABLE HANDLING FEE:(SLATE or NOT SLATE, #’)<br />
LINE ITEM MUST READ:HOT TUB HANDLING FEE:(#’X#’X#’)<br />
ALL OTHER BULKY ITEMS:<br />
LINE ITEM MUST READ:BULKY ITEM:(DESCRIPTION OF ITEM)<br />
25. Bulky Item List: http://knowledgecenter.boards.net/thread/46/bulky-item-fee-list<br />
26. Additional 3 rd Party Insurance:<br />
Additional 3 rd party will be made available through Baker International.<br />
BAKER INSURANCE TELEPHONE NUMBER = 800-356-0099<br />
FRANKLIN Van Lines Baker Insurance Registration ID Number:20029
27. Claims:<br />
Standard 60 cents per Lb. Is provided by Swift up to $100,000.00 + $750,000 BIPD / Cargo (Bodily Injury and<br />
Property Damage<br />
28. Cancellation policy<br />
100% Refundable deposit if canceled within 7 business days prior to 1 st scheduled pickup VIA EMAIL to<br />
Cancellations@Franklinvanlines.com. Customer may reschedule move dates for no additional charge or fee.<br />
29. Weekly Sales Meeting<br />
Mandatory Sales Meeting - Scheduled Weekly Tuesdays @ 1:00 PM.<br />
Exchange knowledge and feedback<br />
Expectations and Goal Setting for week to come<br />
Review Set Goals from previous week, mojo and overall team performance<br />
New Management Announcements<br />
Moving Consultant observations & input<br />
Relocation Accounting is the name of the charge that will appear on clients card statement<br />
TOOLS<br />
DO YOU WANT TO CALCULATE CF WITH DIMENSIONS ? http://www.thecalculatorsite.com/misc/cubicfeet-calculator.php<br />
DOWNLOAD DESCKTOP REMINDER http://www.desktop-reminder.com/en/index.html . .<br />
and use it to remind you of your most important upcoming appointments<br />
HOW TO KILL A MOVING COMPANY : http://knowledgecenter.boards.net/thread/45/company<br />
LEAD CALLING TIME: http://knowledgecenter.boards.net/thread/26/calling-time-policies<br />
PAYMENT SCHEDULE: http://knowledgecenter.boards.net/thread/47/payment-schedule<br />
BEST CALLING SCRIPT : http://knowledgecenter.boards.net/thread/48/best-calling-script
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