MSP4 Script

docx

School

Algonquin College *

*We aren’t endorsed by this school

Course

MGT2313

Subject

Industrial Engineering

Date

Jan 9, 2024

Type

docx

Pages

Uploaded by CommodoreCobraPerson1039

Hello, my name is Marie-Ange from Enercare, you must be Naomi, I gather you’re substituting for Romeo I appreciate you meeting with me today. I spoke with Romeo on the phone last week and we had a very productive conversation and so he thought it would be valuable for me to come in and speak with you today, so I appreciate your time. How has everything been going here, I’m sure you have a lot going on, especially with the holidays coming up? Well I know you’ve been here for many years so if anyone can handle it, Its you. Just so I’m mindful of our time, I know we scheduled 15 minutes. Is that still alright for you? After speaking with David, it sounds like you are going to be that final decision maker, is there anyone else that would need to be involved? And what does your decision-making process look like? Frame of reference: My purpose for coming in today is to make sure that the needs that I uncovered from Romeo are accurate and to learn about the problems your company is having and the things you want to achieve and to determine if today is the best time to start a partnership between Enercare and Red Lobster. How does that sound to you? Would it be beneficial to you if I give you and overview of what Enercare is all about? Over the past 60 years, Enercare has provided heating, cooling, plumbing, electrical, and water heating and treatment to thousands of households and restaurants like yourself, across Ontario and is among the leading heating and cooling companies in the area. Our licensed technicians are fully equipped not only to diagnose and repair all makes and models but can also provide a wide range of innovative heating and cooling solutions specifically tailored to meet your specific needs. In addition to furnaces, boilers, air conditioners, heat pumps, water heaters (tank and tankless), water treatment products, chargers for electric vehicles, and backup generators, Enercare distributes a wide range of products to customers throughout Ontario with over 1.1 million customers. Moreover, Enercare provides maintenance services and emergency repair services for its products. All customers are provided with outstanding customer service and technical expertise by the company. Does that give you a good frame of reference? Now I’d like to learn about you, I was able to uncover quite a bit from David but he was not able to share with me what your overall objective would be. Can you share with me that main objective?

Response: Our main objective is to get our air conditioning system up and running as fast and as efficient as possible. And what are you specifically tasked with in regard to fixing this problem? Regarding that specific investment I understand that for some time now, Red Lobster has been experiencing issues with the air conditioning system. Based on my research and conversation with David, I believe this is the problem you are experiencing. Is that correct? I know you’ve had this system for about 7 years now, you’re having some trouble and losing some customers because of this. What would be your solution to this problem? Ofc and obviously in the restaurant industry that’s what it all comes down to, making your customers happy and comfortable so that your customer satisfaction scores are good as well. Have you seen those taking a hit lately? And what does that mean for your company when your customer satisfaction is down? Certainly, and that’s not something we want, I mean you’ve been here for so many years and we want you to be here for many more. So while you’re trying to revisit if your going to fix the current system or replace it with a new one… What is your process looking like, are you researching different companies or using word of mouth? And you need your AC up and running as soon as possible? Summarise: Air conditioning issues are affecting Red Lobster, one of the world's largest family dining seafood chains. As a result, energy costs are high, customer satisfaction is poor, and revenue is lost due to outdated, inefficient, and prone to breakdown systems. To improve air conditioning performance and reduce environmental impacts, Red Lobster requires a cost-effective, reliable solution.

With this conclusion, I believe Enercare Is the right investment. Enercare provides a comprehensive range of services, including design, installation, maintenance, and consulting. Enercare has extensive experience working with foodservice operators such as Red Lobster in providing HVAC, lighting, controls, fire protection, and security services. These services are available to customers across a wide variety of industries. It has successfully delivered many projects that have improved its energy efficiency and operational performance. Our proposal to you is a comprehensive AC repair and maintenance package as a solution. Consequently, Red Lobster will avoid downtime due to AC circuit trips and provide a comfortable dining environment while meeting the restaurant's current and future needs. How does that sound? Naomi: do you have a 24 hour call center? Say for example our unit goes down at midnight, is there an HVAC representative that you can dispatch for us at that time? This package includes regular maintenance checks, prompt repair services, and 24 hours customer service. Features and Benefits include regular maintenance check that will keep the air conditioning units in optimal condition, reducing the risk of sudden breakdown. Red Lobster's operations will be restricted if malfunctions occur. 24-Hour Customer Support is included as well, our support team is available 24 hours a day, 7 days a week to resolve any issues or concerns. The AC repair and maintenance package we offer Red Lobster will provide significant value and benefits, as well as address your need for an efficient and reliable cooling system. Eenercare will provide Red Lobster with a significant return on investment (ROI). We offer cost- effective solutions and high-quality service to ensure a significant ROI. Businesses like Red Lobster require reliable and efficient cooling systems, which is why this package was designed specifically for you. Following this, what does your budget look like for the entire year? This is our pricing proposal, with this package, there is no upfront cost, $300/month for the Cooling Protection Plan, which covers parts and labour for expensive air conditioning repairs or replacement parts, unlimited service calls, and a Homecare report. Enercare’s licensed technicians will perform the repairs or installations at no extra cost, therefore no training is necessary. In addition, get 6 months free when you purchase Protection or Maintenance Plans. The offer expires on March 31, 2024. You can pay by credit card, debit card, or Enercare gift card under our terms and conditions. The payment is due at the time of service or installation. The customer can also choose to pay monthly through Enercare’s rental program, which offers

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

competitive rates and free maintenance every two years, the cost of which is. Furthermore, Enercare does not offer any financing or leasing options for its AC repair service. Customers can sign up for an Enercare Advantage TM program agreement, which allows them to transfer their protection plan to the next owner if they sell their home. The agreement also includes free repairs and maintenance for the lifetime of the equipment. Finally, this sales offer expires on March 31st, 2024. Naomi asks: If I were to approve this HVAC contract how would we proceed? To proceed with this contract, Red Lobster can order it directly through our business-to-business (B2B) portal or via its direct sales representatives. The same channel can be used to manage both initial and follow-up orders. For repairs, Enercare offers warranty services, ensuring AC units function as intended for a certain period. During this period, Enercare will provide additional services free of charge if any issues arise. Enercare will deliver the solution on-site at Red Lobster's location. Enercare's technicians will perform the necessary repairs at the restaurants. In this case, the solution is a service, so it will be delivered on-site. Furthermore, AC repair services generally do not require training. Enercare can provide Red Lobster's maintenance staff with basic training or guidelines on maintaining their air conditioning units and identifying potential problems. In addition, Enercare offers ongoing maintenance and support services, which are included as part of the initial package. Naomi asks: What promotions does Enercare offer? Enercare will offer Red Lobster a discount on AC repair or maintenance if they refer new customers to Enercare. The discount will include a 20% discount on the AC repair and maintenance package as well as a 50$ coupon for their next purchase. In addition, they can sign up for an Enercare loyalty program. This way, Enercare would attract more customers and increase revenue. Red Lobster would benefit from reliable and affordable AC repair services for your customers who enjoy dining in or taking out at your restaurant. You’re probably thinking this is too good to be true, but if you sign with enercare, you’ll notice quickly that we put our customers and clients needs first! Do you have any questions or concerns? Naomi: I would like to schedule a meeting next week with you on Monday to begin our partnership, is this possible for you? Yes it is, I will move some things around and reserve that day for our meeting!

Before we finish off I would like to conclude our discussion today by reminding you of the benefits of our partnersip together. Our AC repair and maintenance system will reduce energy consumption, operating costs, customer satisfaction, and greenhouse gas emissions compared to the current system. As part of Enercare's AC maintenance and repair package, regular maintenance checks are performed, prompt repair services are performed, and 24/7 customer service is provided. The Cooling Protection Plan can be purchased for $300/month and includes unlimited service calls. Furthermore, when you purchase a Protection or Maintenance Plan, you receive a six-month free trial period. As well as offering you a discount on AC repair or maintenance. Naomi says: You’re right It does sound too good to be true! I have been in contact with a few other vendors and we had the opportunity to compare benefits and prices. The benefits of going with enercare are even clearer after our conversation today. That is great to hear, I hope I have addressed all of your questions today, to continue with this I will give you my business card with my teams number on it, that we you can contact me if the meeting next Monday is no longer available to you. Thank you again for meeting with me today and I hope you have a good rest of your day!

Service and Cost Maintenance cost Training Discounts Payment terms and conditions Availability of financing or leasing Sales Agreement Sunset date

Your preview ends here

Eager to read complete document? Join bartleby learn and gain access to the full version

Access to all documents
Unlimited textbook solutions
24/7 expert homework help

AC repair and protection plan, no upfront costs $17.99/month None (Enercare’s licensed technicians will perform the repairs or installations at no extra cost) Get 6 months free when you purchase Protection or Maintenance Plans. The customer can pay by credit card, debit card, or Enercare gift card. The payment is due at the time of service or installation. The customer can also choose to pay monthly through Enercare’s rental program, which offers competitive rates and free maintenance every two years. Enercare does not offer any financing or leasing options for its AC repair service The customer can sign up for an Enercare Advantage TM program agreement, which allows them to transfer their protection plan to the next owner if they sell their home. The agreement also includes free repairs and maintenance for the lifetime of the equipment. March 31 st 2024 Pricing

MSP4 Script

Related Documents