💡 Real Examples

Common scenarios with step-by-step solutions

Example 1: Customer Damage Claim

📞 The Situation

Mrs. Henderson calls Tuesday morning: "Your team broke my lamp yesterday. It was a family heirloom worth $500."

How to Handle It

  1. During the call:
    • Listen without interrupting
    • Apologize sincerely
    • Don't admit fault yet (investigate first)
    • Say: "I'll look into this right away and call you back within 2 hours"
  2. Immediately after call:
    • Create Fizzy card: "🔴 Insurance claim - Henderson lamp damage"
    • Add to TODAY board
    • Tags: #urgent #insurance #customer
    • Due date: Today (2-hour callback promised)
  3. Investigation (next 90 minutes):
    • Open HousecallPro → Find Henderson job (yesterday)
    • Check: Who was on the crew? (Carmen + Rosa)
    • Check: Any photos uploaded? (Yes - see lamp in "before" photo, not in "after")
    • Call Carmen: "Mrs. Henderson says a lamp broke. What happened?"
    • Carmen: "Oh yes, Rosa knocked it over with the vacuum. We told Mrs. Henderson right away."
    • Add all details to Fizzy card comments
  4. Call Mrs. Henderson back (within 2 hours):
    • "I spoke with the crew. You're right, the lamp was accidentally knocked over."
    • "We take full responsibility and our insurance will cover it."
    • "I need you to get a replacement quote or appraisal for the insurance claim."
    • "Can you email me photos and the value estimate by end of week?"
  5. Update Fizzy card:
    • Move to "Waiting" column
    • Note: "Waiting for Mrs. Henderson's appraisal by Friday"
    • Set reminder: Check Friday morning
  6. Friday: Mrs. Henderson sends appraisal ($450):
    • Move card back to "Active"
    • Contact insurance company
    • Submit claim with:
      • Photos from HCP
      • Crew statement
      • Customer appraisal
      • Job details from HCP
  7. Insurance processes (1-2 weeks):
    • Update Fizzy card as status changes
    • Keep Mrs. Henderson informed (via Quo SMS)
    • When claim approved: "Waiting" column until check arrives
  8. Resolution:
    • Insurance sends $450 to Mrs. Henderson
    • Call to confirm she received it
    • Ask: "Are we okay? Can we continue cleaning for you?"
    • Close Fizzy card
    • Add note to HCP customer profile: "Had damage claim 2026-01, resolved via insurance"
Why This Works:
  • ✅ Fast response (2-hour callback)
  • ✅ Thorough investigation (HCP data + crew statement)
  • ✅ Professional handling (insurance covers it)
  • ✅ Tracked in Fizzy (nothing gets forgotten)
  • ✅ Customer retained (handled well)

Example 2: Supply Cost Spike

📊 The Situation

Sunday planning: Google Sheet alert shows "Supply costs up 35% last week" - from $6.50/job to $8.80/job.

Investigation Process

  1. Alert triggers Fizzy card:
    • Auto-created: "🔴 Supply costs up 35% last week"
    • Board: THIS WEEK
    • Tags: #urgent #cost-control
    • Assigned: #lety + #hector (joint investigation)
  2. Sunday session: Initial triage
    • Pull card to THIS WEEK priority section
    • Hector: "I'll analyze the data Monday morning"
    • Lety: "I'll check if we made any bulk purchases"
  3. Monday AM: Hector analyzes Google Sheet
    • Pulls last 4 weeks of supply logs
    • Finds pattern:
      • Week 1: $6.20/job (40 jobs)
      • Week 2: $6.40/job (38 jobs)
      • Week 3: $6.50/job (42 jobs)
      • Week 4: $8.80/job (39 jobs) ← spike!
    • Drills down: Which product?
      • Floor cleaner: 2x normal usage
      • Everything else: normal
    • Adds finding to Fizzy card comments
  4. Monday PM: Lety investigates operations
    • Checks supply inventory: "Did we bulk-order anything?" → No
    • Checks crew logs: "Any new team members?" → Yes! Rosa's sister Maria started last week
    • Hypothesis: New crew member overusing floor cleaner
    • Adds to Fizzy card
  5. Tuesday: Lety observes Maria on a job
    • Rides along to Henderson house
    • Watches Maria clean floors
    • Finds issue: Maria using full-strength cleaner (should be diluted 1:4)
    • Using 4x the product needed!
    • On the spot: Shows Maria proper dilution
  6. Tuesday evening: Create action cards
    • Close investigation card (root cause found)
    • Create new card: "Train all crew: Proper product dilution"
    • Create new card: "Test: Track Maria's usage next 3 jobs"
    • Both cards in THIS WEEK
  7. Rest of week: Follow through
    • Lety holds 15-min training: Dilution ratios for all products
    • Tracks Maria's next 3 jobs (usage back to normal)
    • Friday: Check Google Sheet → Usage back to $6.50/job
    • Close action cards
  8. Impact:
    • Saved: $2.30/job × 40 jobs/month = $92/month
    • Annual: $1,100 more profit
    • Time invested: 3 hours total
    • ROI: Massive
Why This Works:
  • ✅ Alert caught it early (automated via Google Sheets)
  • ✅ Data-driven (not guessing)
  • ✅ Collaborative (Hector analyzes, Lety investigates)
  • ✅ Root cause found (not surface-level)
  • ✅ Training prevents recurrence
  • ✅ Tracked in Fizzy (visible progress)

Example 3: Job Running Over Time

⏰ The Situation

Johnson house: Estimated 3 hours, consistently takes 4.5-5 hours. Losing $40/visit in labor costs.

Problem-Solving Process

  1. Pattern recognition:
    • Lety notices after 3rd visit: "This always runs long"
    • Creates Fizzy card: "Investigate: Johnson house time overruns"
    • Board: THIS WEEK
    • Tags: #cost-control #crew
  2. Data gathering (next visit):
    • Lety rides along to Johnson house
    • Times each task:
      • Kitchen: 45 min (estimate 30)
      • Bathrooms: 50 min (estimate 30)
      • Bedrooms: 30 min (estimate 20)
      • Living areas: 40 min (estimate 30)
      • Floors: 55 min (estimate 30) ← biggest gap!
    • Total: 4h 40min (estimate: 2h 50min)
    • Adds data to Fizzy card
  3. Root cause analysis:
    • Floors taking 2x expected time - why?
    • Observation: House is 3,000 sqft (we estimated 2,000)
    • Also: Lots of furniture to move (not noted in estimate)
    • Also: Customer wants grout scrubbing (not in standard service)
    • Conclusion: Underestimated + scope creep
  4. Solution options (Lety + Hector discuss):
    • Option A: Re-quote higher price (reflects actual work)
    • Option B: Reduce scope (don't move furniture, skip grout)
    • Option C: Optimize process (send 3rd person for big jobs)
    • Decision: Try Option A first (customer values quality)
  5. Customer conversation:
    • Lety calls Mrs. Johnson
    • "We love cleaning for you, but I need to adjust our pricing."
    • "The house is larger than we initially estimated, and you've asked for extras like grout scrubbing."
    • "Current price: $150. New price: $200 to reflect actual time."
    • "Or we can keep $150 but skip the furniture moving and grout."
  6. Mrs. Johnson accepts $200:
    • Updates job in HousecallPro (new price)
    • Notes: "3000 sqft, includes furniture moving + grout scrubbing"
    • Time estimate updated: 4.5 hours (realistic)
  7. Next visit verification:
    • Crew: Carmen + Rosa (same as before)
    • Time: 4h 35min (within estimate)
    • Revenue: $200 (was $150)
    • Labor cost: $90 (2 people × 4.5h × $10/h)
    • Profit: $110 (was $60) ← $50 more per visit!
  8. Close Fizzy card:
    • Add final notes: "Problem solved, price adjusted, customer happy"
    • Tag #resolved
    • Learning: "Always measure sqft accurately on first visit"
Why This Works:
  • ✅ Caught pattern early (after 3 visits, not 20)
  • ✅ Data-driven (timed each task)
  • ✅ Customer conversation handled well (value-focused)
  • ✅ $50 more profit per visit = $100/month on biweekly customer
  • ✅ Documented in Fizzy (learning for future estimates)

Example 4: Vehicle Emergency

🚗 The Situation

Tuesday 9am: Rosa calls: "The van won't start. I'm supposed to be at the Wilson house in 30 minutes."

Emergency Response

  1. Immediate triage (5 minutes):
    • Ask Rosa: "Can you get an Uber with supplies?" → "Yes"
    • Decision: Send Rosa via Uber, deal with van after
    • Call Wilson house: "Running 15 min late due to vehicle issue"
    • Create Fizzy card: "🔴 Van won't start - needs service"
  2. Get Rosa to job:
    • Approve Uber ($25)
    • Rosa loads supplies, heads to Wilson house
    • Crisis averted (for now)
  3. Van assessment:
    • Call roadside assistance
    • Diagnosis: Dead battery, needs replacement
    • Option: Jump-start now ($80) or tow + replace ($200)
    • Decision: Replace battery (reliable fix)
    • Update Fizzy card: "Van at mechanic, new battery, ready 2pm"
  4. Reschedule affected jobs:
    • Check HCP: Rosa has 2 more jobs today
    • Job 2 (Henderson, 1pm): Reschedule to tomorrow
    • Job 3 (Smith, 3pm): Van ready by then, keep scheduled
    • Call Henderson: "Can we come tomorrow instead?" → "Yes, that's fine"
    • Update HCP schedule
  5. Van pickup (2pm):
    • Lety picks up van
    • Cost: $200 (battery + labor)
    • Log in QuickBooks: Vehicle maintenance expense
    • Deliver van to Rosa for 3pm job
  6. Root cause prevention:
    • Check Fizzy: When was last vehicle service? (6 months ago)
    • Create new card: "Schedule regular van maintenance every 3 months"
    • Add recurring reminder in Fizzy (or HCP calendar)
  7. Cost analysis:
    • Emergency costs:
      • Rosa's Uber: $25
      • Battery replacement: $200
      • Lost job revenue (Henderson reschedule): $0 (moved, not lost)
      • Total: $225
    • If van not fixed quickly:
      • 3 jobs today × $150 = $450 lost revenue
      • Customer dissatisfaction
    • Quick action saved $225+ in lost revenue
  8. Close Fizzy card:
    • Note: "Van fixed, battery replaced, regular maintenance scheduled"
    • Tag #resolved #vehicle
Why This Works:
  • ✅ Fast decision-making (Uber workaround)
  • ✅ Customer communication (set expectations)
  • ✅ Flexible rescheduling (HCP makes it easy)
  • ✅ Permanent fix (new battery, not jump-start)
  • ✅ Prevention plan (regular maintenance schedule)
  • ✅ Tracked in Fizzy (nothing forgotten)

Example 5: Crew Performance Issue

👥 The Situation

Maria has been late 3 times in 2 weeks. Affecting crew morale and job schedules.

How to Address It

  1. Document pattern:
    • Create Fizzy card: "Maria tardiness pattern - 3 lates in 2 weeks"
    • Board: THIS WEEK (not urgent yet, but needs addressing)
    • Tags: #crew #lety
    • Add details:
      • Jan 15: 20 min late (no call)
      • Jan 20: 35 min late (texted)
      • Jan 24: 15 min late (no call)
  2. Check HCP data:
    • Review Maria's check-in times: Confirms pattern
    • Check job quality: Work is good, no complaints
    • So issue is tardiness only (not overall performance)
  3. Private conversation (in person):
    • Lety: "Maria, can we talk for a minute?"
    • "I've noticed you've been late a few times recently. Is everything okay?"
    • Maria: "My car has been having issues in the morning. I'm sorry."
    • Lety: "I understand. What can we do to fix this?"
    • Maria: "Can I start 30 minutes later? I'll take the bus."
    • Lety: "Let's try that. But I need you on time - it affects the whole crew."
  4. Solution implemented:
    • Adjust Maria's schedule in HCP: Start 30 min later
    • Assign her to later jobs (10am+ instead of 8:30am)
    • Update Fizzy card: "Trial period: 2 weeks with new schedule"
  5. Monitor (2 weeks):
    • Check HCP check-in times weekly
    • Week 1: On time 5/5 days ✅
    • Week 2: On time 5/5 days ✅
    • Solution working!
  6. Close Fizzy card:
    • Note: "Resolved via schedule adjustment. Maria now on time consistently."
    • Tag #resolved #crew
    • Learning: "Flexible scheduling helps crew stay reliable"
Why This Works:
  • ✅ Data-backed (not emotional reaction)
  • ✅ Private conversation (respectful)
  • ✅ Problem-solving (not punishing)
  • ✅ Clear expectations set
  • ✅ Trial period (test the solution)
  • ✅ Monitored (ensure it works)
  • ✅ Documented (reference if issue returns)

Key Lessons from All Examples

1. Document Immediately

Create Fizzy card when problem happens. Don't wait, don't try to remember.

2. Gather Data First

Use HCP, Google Sheets, crew input. Decisions based on data, not hunches.

3. Collaborate

Lety handles operations, Hector handles analysis. Play to strengths.

4. Fast Response

Especially for customer issues. Speed builds trust.

5. Root Cause

Don't just fix symptoms. Find and fix the underlying issue.

6. Close the Loop

Follow through, verify solution works, close the card, document learning.

💡 Your Turn

As you handle exceptions, document them in Fizzy using this same structure:

  1. Create card when issue happens
  2. Gather data / investigate
  3. Find root cause
  4. Implement solution
  5. Monitor results
  6. Close card with lessons learned

Over time, you'll build a library of how you solved problems. Future-you will thank you!

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