Proper Preparation Prevents Poor Performance!

Creating a routine for how you prepare your workweek will help save you time, money and effort. In this section, we will provide you with a guideline on how to manage your daily/weekly work schedule. You will most likely adapt this as you progress through your journey as a PWSA Franchise owner/operator, developing your own methods to suit your particular needs.

As discussed through Module 2: Administration and PODAC, PWSA has developed an extensive database management system to assist you in your product ordering and client contact.

However, as a PWSA Franchise business is an “in the field” business, utilizing some traditional tools and methods to plan your work schedule will help you keep track of upcoming jobs, tasks to do and reminders.

Combining some simple processes with PODAC will help you manage your day-to-day tasks.

There are a number of reasons why we plan our week ahead. These include:

Ensuring we have the right equipment and stock on board to complete the jobs
To help time management
So we don’t forget calls/emails
For efficiency in travel and job scheduling
To increase sales through mining job areas, and following up annual services
To market to Referrals

For you to be successful in your business, we encourage you to ensure that you are working to a well-organised daily operational plan to streamline your efficiency and productivity.

Your new Customers (or existing customers that need ringing beforehand) should be contacted for their next scheduled visit.

This will be part of the normal rapport building process in the early stage of the relationship, or for certain customers who have gates, dogs or other reasons for you to call before coming each time.

Ensure that your new leads are scheduled for an agreeable time, for their Water Tank/Filter System inspections, and/ or your suppliers know you’re coming to collect stock and / or your commercial leads are expecting you at a set time.

Whatever the activity, be organised in a way that you maximise each day:

Scheduled customers
Mixed with your quoting of new leads
Your canvassing for new leads, and
Your daily administration requirements.

To ensure you have a clear visual map of your day-to-day and planned weekly schedule, PWSA advises to operate your business with a Work Diary. The following section will discuss techniques in how to manage your work diary efficiently so as not to lose or miss any important jobs or client follow-up.

3.1 Work Diary

Using a work diary will be the lifeline to your day-to-day activities and weekly planning.

There are a number of important reasons why you should keep a Work Diary. These include:

To maintain Focus
To produce a Plan, and
To ensure all tasks are Completed

Successful business management is achieved through creating efficiencies, limiting expenses, and increasing revenue. Without a plan or map on how to achieve these, you may find yourself floating along week to week without a clear objective.

By utilizing the PWSA Online Administration technology and a traditional daily work diary, you will develop clear goals and objectives in which to grow your business.

There are numerous methods in which you can utilize a work diary. We recommend using your diary in the manner outlined below. Segmenting your diary to keep specific tasks clear and legible. And by consistently operating in the same method page to page, you will not lose any information and miss a critical job.

What you need

One-page per day Diary
Highlighter
Pen

There are several components of your day-to-day Diary. These include:

Scheduled Jobs; Client name, address, contact number
New quotes/leads
Follow up calls/emails
Priority tasks
Marketing opportunities
Product Ordering

In Appendix 1, we have provided examples of how you might set-up your daily diary

3.2 Establish a Regular time for Planning

Set a regular time to do your scheduling – at the start of every week or month, for example.

This can be the most important part of your workweek. Taking the time to revise the week ahead, plan and establish what equipment and products you will need, and establish what marketing or promotion you will do, is far better accomplished after some thought and evaluation, rather than attempting whilst on the job.

For some operators, they take the time on a Sunday afternoon/evening to plan their week ahead. For others, they prefer Friday afternoon or one evening through the week.

Make this task your number 1 priority!

During your regular weekly planning session, you will establish the following:

Scheduled and confirmed jobs
New Lead follow up and Quotes
Product Order; replacing used inventory and planning for additional product requirements
Follow-up 7-day Bad Debtors
Plan your marketing opportunities

3.2.1 Scheduled and Confirmed Jobs

New jobs could be booked weeks in advance. So the first task is to review any scheduled jobs for the week ahead and review their locations. Depending when these jobs were scheduled, you may need to call and confirm the job and advise the client the approximate time you will be on site to start.

TIP: We recommend writing the date next to the job for when the job was booked in. That way you will have an idea how long it was from the time of scheduling.

Having checked existing scheduled jobs, this is your opportunity to review the area you will be working, to review any previous clients in that area and to check for upcoming anniversaries for Tank Cleaning and Filter servicing.

Using the PWSA Online Administration system, review the Bring-ups for the week ahead. Refer to Module 2, section 4.8 for details.

Searching and establishing any existing clients who are due for contact will provide you with a list of leads you can call and book for a review or schedule for a Tank Clean.

Next, review the PWSA Online Administration Mapping area for clients where you will be operating for the week. This is an opportunity for you to touch base with the customer. The more customer contact, the stronger the relationship you will build. This will help with continued business and any referral opportunities.

Review the clients in the areas you will be operating for the week. Create a list of clients to contact who you might stop by to check their Rain Water Tanks, or call to enquire to their tank/filter systems and how the quality of their water is currently.

3.2.2 New Lead follow up and Quotes

Through the week, you will receive any lead generation from advertising/marketing and online enquiries. As denoted in Module 2 section 2.2.10, you will receive an SMS at the time of the enquiry, but you will also receive an email at the end of the business day with a summary of incoming enquiries.

We recommend viewing the past weeks’ enquiries and checking that you have been in touch with each incoming call. If you have missed a call or have not been able to get in contact with the person, this is an opportunity to contact and/or to make note to follow up early in the new week.

3.2.3 Product Ordering

Section 4.0 of this Module details how we recommend you plan your Product Ordering.

Remember to be clear with your notes, and to consider bulk ordering to save in freight costs.

Some franchisees will establish their orders on a daily basis, registering them in the system but not initiating the order process immediately. Some will wait until the end of the week when they can confirm total orders for the week.

Alternatively, if you have a large turnover of particular products, you may consider purchasing a large order and keeping spares in stock. For Franchisees who operate in this fashion, they typically place bulk orders with less frequency, creating a large saving in expenses on freight.

3.2.4 Following up Bad Debtors

Details regarding customer debtors is outlined in Module 2 Section 2.3.2.

As stipulated in that section, you need to contact customers quickly about overdue invoices. If you advise clients on receipt of invoice that they have 7-days to settle their bill, then you need to follow-up on outstanding debts the week after their due date.

Following is the PWSA process for following up Bad Debtors ¹

Send a statement/email requesting payment and indicating this is a reminder or final notice
Telephone the customer and remind them to pay the debt. Ask them if there is a problem. If they offer no reason, ask them to settle the debt by a specific date.
If there is a cash flow problem, try to arrange a payment plan that suits both you and the customer
If this problem with overdue payments is ongoing, review the customer’s credit terms
If the debt is not settled within the agreed time, you may want to consider mediation, debtor finance, or debt collection services.

In addition to this, you can then flag the client as a “Bad Debtor” in the PWSA online data management system. Refer to Module 2; 4.4.3 Bad Flag.

¹ Source: https://www.business.qld.gov.au/running-business/finances-cash-flow/managing-money/managing-debtors/chasing-debtors

3.2.5 Planning your Marketing Opportunities

Having reviewed your Mapping and Bring-ups, you will have a clearer picture on how many clients you have in the region/streets you will be operating in the week ahead. Now is the chance for you to plan how to increase the number of clients you have in that region.

Marketing and Sales techniques are outlined in Module 5, however, some of the key tasks you will undertake include:

Letter box drop around the neighbours of the job you have just completed
Ask for a referral to friends or family following completion of job
Look for any business opportunities in the area will be working. This might include Water Tank Supply businesses, Pump Shops, Plumbing businesses, Water Cartage businesses, HealthCare Services (Doctors, Dentists), and Real Estate Agents/Property Management. Introduce yourself and build relationships
Identify if there are community centres or hubs to and from your clients where you can post notices or even park your vehicle to be seen by the locals.

For more details, refer to Module 5 of your Operations Manual.

3.3 Prioritising tasks Daily

How efficiently you operate your business will influence the amount of jobs you can do and how much revenue you can generate. Obviously the more revenue (and controlled costs), the more successful you are.

It can take time to develop efficiencies, especially if you have not owned and operated your own business/s before. With the decades of experience that have gone into developing the PWSA Franchise system, however, we can provide you with many methodologies to help you in running an efficient and successful business.

Following are some of those key points that will help you develop a routine to managing your business. If at any time you feel you need to revise your approach to business management, our expert team is only a phone call away.

Using a daily Diary has been a pivotal tool for franchisees managing and prioritizing tasks. As PWSA continues developing PODAC, the features for managing daily tasks is becoming more efficient. In time, everything will be “online”, with access via mobile phone or tablet.

The following steps are suggestions in helping you prioritise your day-to-day tasks in managing your PWSA business:

Make a list of all of the tasks/jobs you need to complete. Day-to-day tasks may change due to incoming inquiries, problems from existing clients, or marketing opportunities
The following may influence how you prioritize jobs
1. Distance to travel
2. Difficulty of task
3. Schedule with customer
Take your work habits into account. Prioritizing and scheduling is one thing, but making that work within your own schedule is an entirely different matter. Better to complete certain tasks before lunch for example? Understanding how you work can help you be more efficient and increase your productivity
Write down anything that did not get accomplished during your day, and make it a priority for the next day’s list of tasks. Use highlighter for completed jobs?

Appendix 1 provides a single page step-by-step outline of the process to review your week ahead.

3.4 Government/Commercial Jobs versus Residential (Domestic)

Taking on Government or Commercial jobs has a little more involvement than your normal day-to-day residential tank clean & filtration service.

There are a number of key factors you need to ensure you have addressed before quoting and/or starting government/commercial jobs. These might include:

Certificates and qualifications
Blue Card/Red Card/White Card/Working With Children
Confined Spaces
Any Safe Work Australia requirements
First Aid certificates
Applications & Paper work

To assist you in providing a quote for a Government or Commercial workplace, we have a “Pre-Work Risk Assessment” form, which is accessible in PODAC (under Documents > Safety Data).

A copy is available at Appendix 2.

In addition, PWSA has developed the Safe Work Method Statement (SWMS) that can be used when you are applying/quoting for Government or Commercial jobs.

A copy of this is available in PODAC (under Documents > Safety Data), with a copy included at Appendix 3.

3.5 Typical Trading Day Routine

3.5.1 Start of Day

List your customers in your own preferred order of service, grouping customers in order of the most practical time to suit you first, then adjust according to the newly acquired knowledge of your customer base.

Remember their needs are important, but you must control your working day as much as possible.

For days that have fewer jobs or marketing opportunities, Mine PODAC for existing clients in the area you will be operating. Make a plan on calling in, leaving a “Sorry I missed you message (business card or phone call), or touching base with past quotes who did not take on your service.

3.5.2 End of Day

At the end of your allocated daily tasks, while either still out on the road, or when you get to your home/office, ensure the next days customers are all accounted for and confirmed for their Service or Quote. This type of preparation work will save you an enormous amount of time, with lost appointments, last minute rescheduling etc. If you have to, re-shuffle customers if possible to best fit your day – if your schedule doesn’t suit, reschedule to best suit them.

Also at the end of the day, ensure that not only are the next day’s customers in order, but any leads, quotes and / or marketing are thought out and planned.

Fit your quoting and marketing responsibilities into your normal working day around fixed scheduled customers. Then, as your customer base numbers increase, your time management skills and organisation autonomy will be called upon.

Where time is not allocated delivering services to customers, it is essential that this time be fully utilised in following the marketing plan of your business. Pre-planning what your marketing plan is will help fill in ‘down-time’ whilst out on the road.

3.6 Stationary Checklist

Ensure you always have the following stationery items available on your truck:

Invoice/Report book
Information brochures
Purchase Order book
Quote/ Assessment pads
Quotation Folder Kit (Calculator/Folder/Calendar)
Current Promotional materials

3.7 The Critical 8 Week Period and Beyond

Always remember that:

Trust, Reliability and Punctuality are the corner stone of great management. In our business it is the greatest single factor for success!

The customer comes to trust that the job will be completed and they will have Clean/Pure drinking water. Establish an achievable expectation, but look to exceed it.

It is critical to establish an excellent ongoing line of communication and professional understanding of each individual customer, especially in the early stages of the relationship.

Your customers are all different, so treat each individual with respect and dignity at all times.

The more comfortable people / customers are with you and your service the easier it becomes for you.

The respect you show to your customers will reflect the respect you have for your position and the people whom you form a team with.

Combine your current experience; with what you have learned to date, and that which will become more familiar as time passes, and your determination to do well, and you are already managing a great business.

3.0 Planning your Work Schedule

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Module 1 - The Franchise System

Module 2 - Administration and PODAC/ITF

Module 3 - Technical Information and OH&S

1.0 Background of the Water Industry

2.0 Australian Drinking Water Guidelines (ADWG) Introduction

3.0 Common Water Borne Diseases

4.0 Chemicals and Substances found in Water

5.0 Pristine Water Systems Chemicals and Treatments

6.0 Water Testing/Analysis & Results

7.0 Industry Certifications

8.0 Safe Work Australia / Workplace Health & Safety / Occupational Health & Safety

9.0 Filtration & Ultraviolet Products

10.0 Types of Tanks

11.0 Other PWS Products & Equipment

12.0 Glossary of Terms

Module 3 - Appendix

Module 3 Quiz

Module 4 - Operations - Standards

1.0 Introduction

2.0 The PWS Process

3.0 Planning your Work Schedule

4.0 Planning Product Ordering

5.0 Water Testing

6.0 AqueousPro™ 50 Water Sanitiser

7.0 Water Tank Cleaning

8.0 Filtration / Sterilisation Supply (Assembly)

9.0 Ongoing Service and Maintenance

10.0 PWS Standards

11.0 AqueousAir™ Assembly & Installation Instructions

Module 4 - Appendix

Module 4 Quiz

Module 5 - Sales, Marketing, Quoting & Invoicing

1.0 Introduction

2.0 Advertising & Marketing

3.0 Selling PWS / Selling Yourself

4.0 Assessments & Quoting

5.0 Invoicing

Module 5 Appendix

Module 5 Quiz

Module 6 - Equipment Maintenance

1.0 Introduction

2.0 Vehicle Maintenance

3.0 Equipment Maintenance

Module 6 Quiz

In-Field Quick Reference Guide Content