If a service driver is unable to access a unit, he/she will call Mr. John’s customer service department immediately.

Customer service will ask the service driver a series of questions that will guide him/her through the appropriate steps before he/she can leave the site:

  • What is preventing you from servicing the unit?
  • Is there anything you can do to correct the problem at this time?
  • Did you talk to anyone at the site?
  • Did you call the site contact and customer contact?
  • Can you move on to the next stop and come back to service the unit later?
  • Did you do a walk-in service?
  • Is there any way to prevent this problem from occurring again in the future?

If customer service deems that the driver is unable to complete a full service, they will give the driver permission to leave the site.

Customer service will record the service driver, stop, reason, and time in a report.

The route manager will review the report and will schedule all missed services to be completed within 24 to 48 hours.