OUR COMMITMENT

To meet our commitment to provide a Timely, Consistent, and Dependable service experience each time, we’ve developed a method of receiving our Work Requests, processing them, and ultimately delivering a quality service experience on each job. To streamline communications between our Trades Professionals and Neighbors, we’ve provided a brief summary of how we service requests below:

This is where we introduce ourselves to you, while allowing you to do the same. We’re going to ask for specific information that is needed for us to deliver the best service experience possible.  Open and effective communication is a top priority of ours so with your consent, we will maintain active communication lines with you either via text or call.  To that point, we will request a cell phone number or e-mail address, preferably both, to provide instant communication, e-quotes and invoices that can conveniently be paid through your cell phone.

If you wish to bypass calling in to submit requests, please click here to provide the requested information. Once provided, we will register you into our Community database and provide detailed guidance for you to conveniently access various features intended to enhance your Neighbor experience with us.

At this stage, we drill down into the details of your request so that we can design the most effective and efficient, solution-based experience to meet the challenge. This process is structured to streamline our internal planning process, so please be patient as we collect the necessary information from you.  To that point, if you decide to give us a call, or if you decide to utilize our convenient online Neighbor portal, you will be prompted to provide the following information:

• • How did you hear about us?
  • How soon do you require service?
    • Service Call: Completion within 7 working days of submission
    • Urgent Call: Completion within 3 working days of submission
    • Emergency Call: Emergency resolution within 1 working day
  • Please provide the specific work location where the work is to be performed (i.e. Living Room, Master Bedroom, Downstairs Guestroom, etc.)
  • Please provide a detailed description of the problem.
  • How long have you had this problem?
  • Have you had this problem before?
  • Are there any uncaged or exotic pets at the work location’s address?
  • Are there any unique work conditions or information at the work location’s address that our Electricians need to be aware of?
  • Are there any sensitive health advisories that our Electricians need to be aware of at the work location’s address?
  • Do you have a promotion code that’s eligible to be applied to this request?
  • How do you prefer to receive the quote for this job?

During this phase of the process, a licensed Master Electrician with over 40 years of Electrical, and 30 years of Infrastructural experience will review the submitted request to plan out the scope of the job for our Trades Professionals to execute. In most instances, the information provided during step 2 will be enough for the job to be planned; however, in some instances, we will contact you for additional information, potential support pictures, and in some cases schedule a site visit.

1. At this point, we will text and/or e-mail a link that will connect you to the Quote, which informs you of the estimated investment that must be made on your end for the Work Request to be completed. We emphasize estimated because in Trades-based fields, the following factors impact planning and execution:

• Known-Knowns: Through experience, there are certain truths, codes, and best practices that informs the planning perspective of a Trades Professional.
• Perspective-Unknowns: These Unknowns are known and understood to have minimal impact to Work Order completion, so they’re considered accordingly.
• Truly-UnKnowns: As the antithesis to both, Truly-Unknowns are the gray areas that Trades Professionals navigate with safety, experience, and creativity.  Addressing these challenges can be difficult to accurately plan, which requires flexibility.

For this reason, and to reiterate once again, we prioritize open and effective communication for each job and engagement.  What that means is that the initial Quote will account for all known and perspective unknowns.  In instances in which the scope that is outlined in the initial Quote changes, the billing will reflect accordingly.

• Change Order Process: Initiated when the actual work scope shifts significantly from the scope outlined in the Initial Quote, thus requiring additional planning, labor, materials or equipment.  If a Change Order is required, our Trades Professionals will inform you as soon as the scope change necessity is identified to provide you with the opportunity to decide on the best course of action for your situation.
• Payment Plan Eligibility: Quotes in excess of $800 are eligible for Payment Plan consideration based on the following:
  • Neighbor must commit to maintain credit card on file for automatic weekly payments during the full Payment Plan Period
  • Initial Deposit of 35% must be paid in full to establish the Open Balance
  • The Open Balance will incur a 15% Payment Plan fee
  • Payments will be split into 4 equal payments due in full each week for the following 4 weeks. For Example:
    • Full Invoice: $800
    • Deposit Due (35%): $280
    • Open Balance: $520
    • Open Balance Payment Plan Fee (15%): $78
    • Total Payment Plan Due: $598
    • Weekly Payment: $149.50
    • Payment Plan Period: 4 Weeks

Once approved, you will be prompted to provide a 20% deposit of the full quoted price.  Accepted forms of payment are Visa, Mastercard and American Express.

1. Work Order Conversion: Once the deposit has been made, you will receive confirmation and our Trades Professionals will contact you within 1 working day to begin coordinating scheduling based on Work Classification and your availability.
   • Work Order Scheduling: All converted Work Orders are tracked internally on a master work order log, where we prioritize scheduling based on Material Availability, Work Classification, and the Date that it was Received.  Based on that criteria, each Work Order is sequenced accordingly.  Below is how we further prioritize the communications and execution of Work Orders:
     1. In the Que: Top 20 Work Orders in que for completion within 2 working days
     2. Active Que: Top 12 Work Orders
     3. Inactive Que: Work Orders 13-20

• We prioritize maintaining open and effective lines of communication between our Trades Professionals and Neighbors by communicating at the following intervals:
  • The day that the Work Order will be scheduled
  • The evening before the service date
  • The morning of your the service date
  • Active communication when schedule delays are expected (They do happen unfortunately; however, we prioritize proactively keeping you informed)
  • At least 1 hour before the Commitment Time

• At Bullock’s, we understand that last minute, unplanned events arise in life, so our goal is to remain flexible while also respecting the time commitments of our broader Community, hence the open and effective lines of communication emphasis.

As a result of our open and effective communications strategy, we commit to arriving at the Work Location specified in the Work Request within 10 minutes of the last communicated Commitment Time.

Once the Work Request has been submitted, our Trades Professionals will coordinate the electronic delivery of the final, Due on receipt of Invoice for the balance of the quoted Work Request.

It is essential to us that we continue to grow, evolve, and improve our service levels so we ask that you support our effort by providing your feedback. Our Trades Professionals will request that you answer 3 questions about your experience, and then explain how you can earn 10% off on a future Work Order with us.