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BAHC Scorecard Response Processes

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When a ticket appears
  1. Look at where it dropped TO
  2. Read scorecard comments (if any)
⚠️ RULE (ALL SCORES)
  1. If comments are unclear → CALL the client
  2. Do NOT assume
🙂 DROPPED TO “WE’RE HAPPY” (Score 3) –
Owner: Operations VA
NO COMMENTS COMMENTS / CLIENT REPLY
1. Send:
Hi [Name], thank you for your feedback! 🙏
Anything we could improve?		 1. If unclear → CALL
2. Add note: Monitoring – no details provided 2. Send:
Thank you for your feedback on your recent cleaning — we’ll tighten this up moving forward.
3. Snooze 1 day 3. Update Service Set
4. Get next visit date
5. Message CT:
[Client Name] on [DATE] — focus on [area]
6. Set MC reminder (1 day before visit)
😐 DROPPED TO “FEW CONCERNS” (Score 2)
Owner: Operations VA
NO COMMENTS COMMENTS
1. Send:
Hi [Name], we’d love to understand what we can improve. Would you mind sharing?		 1. If unclear → CALL
2. Add note 2. Send:
Thank you for your feedback on your recent cleaning — we’ll make sure this is addressed.
3. Change due date (follow-up) 3. Update Service Set (required)
4. Get next visit date
5. Message CT:
[Client Name] on [DATE] — feedback on [issue], focus on [action]
6. Set MC reminder (1 day before visit)
Care Focus (Score 2 & 1)
  1. Check last 2 visits:
    • No Care Focus
    • No WOW
  2. If eligible → send in Operations Slack (tag owner):

[Client Name] — Scorecard Drop
@[Care Focus Owner]
Please add Care Focus to next visit if eligible:
• No Care Focus in last 2 visits
• No WOW in last 2 visits

If needed (Score 2)
  1. Add QA
  2. Assign stronger/different CT
  3. Add time
  4. Adjust expectations

❗ No freebies unless necessary

😟 DROPPED TO “MAJOR CONCERNS” (Score 1) –
Owners:
If Client is <3 months new – SALES
If 3+ months – Operations Coordination