Turn a complaint into a linked rework task
A quality complaint becomes one linked issue with evidence, an owner and a rework visit, so nothing floats.
Operations · Home services · When something happens · Updated
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TrelloHow do you turn a complaint into a linked rework task?
To turn a complaint into a linked rework task, have customers email Maito's address. It finds the original job in Jobber, attaches the checklist and photos, checks the history and contract, creates a rework task, and posts it for the supervisor with a reply draft.
How it's done today
The complaint sits in an email, separate from the original job.
What Maito does
- Link the complaint to the original job
- Gather checklist and photos
- Create a rework task for a supervisor
- Track until the customer confirms
Example
Loop run: New email from Vandelay Imports
Vandelay Imports emailed at 12:58 PM: the kitchen wasn't cleaned on Monday's visit. Linked to job 2301 (Mon Oct 19, Ana and Dee). • Checklist: kitchen is unticked, all other areas done • Photos: 9 filed, none of the kitchen • History: this is the second kitchen complaint in 60 days (Aug 31, job 2170) Rework task created: kitchen clean, proposed Thu Oct 22, 7 AM, before staff arrive. Assigned to Ana pending your OK. Catch: the contract adds a $75 fee for missed areas that were reported within 24 hours. The report was at 12:58 PM, so it's within that window. Reply draft is attached. Nothing sent.
@Maito move rework to Dee, waive the fee. Draft the reply with the Thursday time.
Rework reassigned to Dee. The fee is noted as waived. Draft: "Sorry about the kitchen. Dee will be there Thursday at 7 AM to finish it at no charge." Ready for your approval.
Maito (1:12 PM):
Vandelay Imports emailed at 12:58 PM: the kitchen wasn't cleaned on Monday's visit.
Linked to job 2301 (Mon Oct 19, Ana and Dee).
• Checklist: kitchen is unticked, all other areas done
• Photos: 9 filed, none of the kitchen
• History: this is the second kitchen complaint in 60 days (Aug 31, job 2170)
Rework task created: kitchen clean, proposed Thu Oct 22, 7 AM, before staff arrive. Assigned to Ana pending your OK.
Catch: the contract adds a $75 fee for missed areas that were reported within 24 hours. The report was at 12:58 PM, so it's within that window.
Reply draft is attached. Nothing sent.
Tom (1:20 PM):
move rework to Dee, waive the fee. Draft the reply with the Thursday time.
Maito (1:21 PM):
Rework reassigned to Dee. The fee is noted as waived. Draft: "Sorry about the kitchen. Dee will be there Thursday at 7 AM to finish it at no charge." Ready for your approval.
How to set it up
- Ask your agent
“When a customer emails maito@northstar.example saying our cleaning was incomplete, link it to the original job, attach the checklist and photos, and create a rework task. Post it in #ops for the supervisor.”
- Connect email
- Gmail
- Microsoft 365
- Superhuman Mail
- Connect field service software
- Jobber
- Connect task tracker
- Linear
- Asana
- ClickUp
- Jira
- Trello
Not connected yet? Your agent sends you a link to sign in.
What it won't do
It can't decide whether the complaint is fair or whether a fee applies. It lays out the facts for your supervisor.
Questions
It drafts a reply and sends nothing until you approve.
It proposes an assignee and a time. A supervisor confirms.
Gmail or Microsoft 365, Jobber and a task tracker such as Linear, Asana or Jira.
