# Phone Policy

# Phone Call Handling (Quo)

#### Team Roles

<div id="bkmrk-%E2%80%A2-clara-%28call-catche">• **Clara** (Call Catcher): answers, triages, logs, routes, schedules callbacks</div><div id="bkmrk-%E2%80%A2-jake-%28ops-%2B-sales-">• **Jake** (Ops + Sales Intake): qualifies new projects, schedules, handles ops + most sales calls, basic data/tool guidance</div><div id="bkmrk-%E2%80%A2-sam-%28data-technici">• **Sam** (Data Technician): deliverables/tech support, data questions, access issues, formats</div><div id="bkmrk-%E2%80%A2-jared-%28owner%2Fexper">• **Jared** (Owner/Expert): escalation only (complex scoping, big $$, surveyor/engineer-level nuance, relationship saves)</div><div id="bkmrk-">  
</div>#### 1) Primary Goals (every call)

<div id="bkmrk-1.-answer-quickly-%28l">1. **Answer quickly** (live answer preferred)</div><div id="bkmrk-2.-identify-caller-%2B">2. **Identify caller + intent in 10 seconds**</div><div id="bkmrk-3.-route-to-the-righ">3. **Route to the right owner**</div><div id="bkmrk-4.-if-not-answered-%E2%86%92">4. **If not answered → capture + scheduled callback (never “lost”)**</div><div id="bkmrk--1">  
</div>#### 2) Standard Greeting + 10-Second Triage (Clara uses every time)

<div id="bkmrk-greeting%3A">**Greeting:**</div><div id="bkmrk-%E2%80%9Chowdy%21-texas-drone-">“Howdy! Texas Drone Company, this is Clara. How can we help you?”</div><div id="bkmrk-triage-question%3A">**Triage Question:**</div><div id="bkmrk-%E2%80%9Cis-this-about-a-new">“Is this about a new project or an existing project?”</div><div id="bkmrk-if-new%3A">**If New:**</div><div id="bkmrk-%E2%80%9Cgreat-%E2%80%94-if-you-can-">“Great — if you can tell me what are you trying to accomplish, I can route you to the best person.” (then route per Section 3)</div><div id="bkmrk-if-existing%3A">**If Existing:**</div><div id="bkmrk-%E2%80%9Cgot-it-%E2%80%94-is-this-ab">“Got it — is this about scheduling, deliverables/data, or billing/admin?” (then route)</div><div id="bkmrk-always-capture-befor">**Always capture before transferring:**</div><div id="bkmrk-%E2%80%9Cbest-callback-numbe">“Best callback number and email in case we get disconnected?”</div><div id="bkmrk--2">  
</div>#### 3) Routing Matrix (Who gets the call)

<div id="bkmrk--3">  
</div>##### A) New Project / Exploratory Sales

<div id="bkmrk-examples%3A-%E2%80%9Cdo-you-do">**Examples:** “Do you do LiDAR?”, “Need a topo”, “Need progress photos”, “Need stockpile volumes”</div><div id="bkmrk-%E2%9C%85-route-to-jake-%28pri">✅ **Route to Jake (Primary)**</div><div id="bkmrk-escalate-to-jared-on">**Escalate to Jared only if:** engineer/surveyor-level specs, unusual constraints, large opportunity, pricing exception.</div><div id="bkmrk--4">  
</div>##### B) Existing Project — Scheduling / Changes / Field Ops

<div id="bkmrk-examples%3A-reschedule">Examples: reschedule flight, access issues, site coordination, weather timing</div><div id="bkmrk-%E2%9C%85-route-to-jake-%28pri-1">✅ **Route to Jake (Primary)**</div><div id="bkmrk--5">  
</div>##### C) Existing Project — Deliverables / Data / Tech Support

<div id="bkmrk-examples%3A-can%E2%80%99t-open">Examples: can’t open link, missing files, format requests, coordinate system questions, revisions to exports</div><div id="bkmrk-%E2%9C%85-route-to-sam-%28prim">✅ **Route to Sam (Primary)**</div><div id="bkmrk-backup%3A-jake-if-sam-">**Backup:** Jake if Sam unavailable</div><div id="bkmrk-escalate-to-jared-on-1">**Escalate to Jared only if:** dispute risk, major scope change, or technical decision impacts contract/pricing.</div><div id="bkmrk--6">  
</div>##### D) Billing / Admin

<div id="bkmrk-examples%3A-invoice%2C-p">Examples: invoice, payment, W-9, COI, vendor calls, recruiting</div><div id="bkmrk-%E2%9C%85-route-to-sam-%28prim-1">✅ **Route to Sam (Primary)**</div><div id="bkmrk-backup%3A-jake-if-urge">**Backup:** Jake if urgent payment needed</div><div id="bkmrk--7">  
</div>##### E) Sales Partners / High-Value Relationship Calls

<div id="bkmrk-examples%3A-survey-fir">Examples: survey firm partnership, enterprise client, sensitive negotiation</div><div id="bkmrk-%E2%9C%85-route-to-jake-firs">✅ **Route to Jake first (screen) → Jared if needed**</div><div id="bkmrk--8">  
</div>##### F) Spam / Solicitors

<div id="bkmrk-%E2%9C%85-clara-filters-quic">✅ Clara filters quickly; do not transfer.</div><div id="bkmrk--9">  
</div>#### 4) Transfer Rules (Clara)

<div id="bkmrk-%E2%80%A2-warm-transfer-when">• **Warm transfer** whenever possible:</div><div id="bkmrk-%E2%80%9Ci%E2%80%99m-going-to-connec">“I’m going to connect you with Jake — he handles new project scoping. One moment.”</div><div id="bkmrk-%E2%80%A2-if-the-destination">• If the destination doesn’t answer: **do not bounce the caller around.**</div><div id="bkmrk-offer-a-callback%3A-%E2%80%9Cj">Offer a callback: “Jake’s tied up — I can have him call you back when it's convenient for you. What’s a good time?”</div><div id="bkmrk--10">  
</div>#### 5) Voicemail / Missed Call Standard (use same wording)

<div id="bkmrk-%E2%80%9Chowdy%21-thanks-for-c">“Howdy! Thanks for calling Texas Drone Company. Please leave your **name**, **company**, **jobsite city**, what you need help with, and your **best callback number**. If this is an existing project, mention the **project name**.”</div><div id="bkmrk-clara-logs-the-voice">Clara logs the voicemail and routes it within **15 minutes** during business hours.</div><div id="bkmrk--11">  
</div>#### 6) Minimum Call Log (Clara records every inbound)

<div id="bkmrk-log-fields-%28crm-or-s">Log fields (CRM or sheet):</div><div id="bkmrk-%E2%80%A2-date%2Ftime">• Date/Time</div><div id="bkmrk-%E2%80%A2-caller-name-%2B-comp">• Caller name + company</div><div id="bkmrk-%E2%80%A2-phone-%2B-email">• Phone + email</div><div id="bkmrk-%E2%80%A2-new-vs-existing">• New vs Existing</div><div id="bkmrk-%E2%80%A2-category-%28sales-%2F-">• Category (Sales / Ops / Deliverables / Billing / Vendor)</div><div id="bkmrk-%E2%80%A2-routed-to-%28jake%2Fsa">• Routed to (Jake/Sam/Clara/Jared)</div><div id="bkmrk-%E2%80%A2-outcome-%28answered-">• Outcome (answered / voicemail / callback scheduled)</div><div id="bkmrk--12">  
</div>#### 7) Escalation to Jared — Only When…

<div id="bkmrk-%E2%80%A2-engineer%2Fsurveyor-">• Engineer/surveyor is asking for specific deliverables/accuracy/datum and it affects scope</div><div id="bkmrk-%E2%80%A2-opportunity-is-hig">• Opportunity is **high value** or strategic partner</div><div id="bkmrk-%E2%80%A2-conflict%2Fdispute-r">• **Conflict/dispute** risk</div><div id="bkmrk-%E2%80%A2-pricing-exception-">• Pricing exception / custom terms needed</div><div id="bkmrk-anything-that-%E2%80%9Cfeels">Anything that “feels like a landmine”</div>

# Phone Hours

##### Official Business Hours - 8:30am - 5:30pm

Phone Hours are 1hr BEFORE and 1hr AFTER the above hours.

Every morning, Clara will check the overnight messages and send the message (via email) to the person responsible. This will happen at 9am.

7:30am - 8:00am - Jared

8:00am - 9:00am - Jake

9:00am - 12:00pm - Clara

Floating Lunch - Jake

1:00pm - 5:00pm - Clara

5:00pm - 6:30pm - Jared