CrackerJack Plumbing Pros Slack & Communication Policy

Slack is our primary communication platform. Use Slack channels and direct messages (DM) for most company interactions, reserving text messages and phone calls for urgent or highly time-sensitive communications.

Communication Channels & Guidelines:

Slack Channels:

#operations

  • Every booked job creates an automated thread.
  • All job-related communications must stay within the thread via replies.
  • Examples: job updates, customer questions, scheduling concerns.

#service

  • For technical or troubleshooting questions.
  • Post detailed descriptions, including pictures, error messages, and diagnostic steps.
  • Reply within existing threads to keep conversations clear and organized.

#sales

  • Sales-related announcements and significant job wins.
  • Celebrate significant sales by “ringing the bell” to acknowledge and motivate team members.

#install

  • Installation-specific updates and coordination.
  • Keep detailed project communications and updates threaded.

#office

  • Dispatch queries, scheduling questions, office administrative tasks, and general office communications.
  • Maintain threaded discussions for clarity.

#all-crackerjack-plumbing-pros

  • Daily Huddle held every morning at 7:45 AM.
  • Company-wide announcements, policy updates, events, and the employee handbook.
  • Reviews are automatically posted; celebrate exceptional reviews by “ringing the bell.”
  • Serves as our “Company Bulletin Board.”

#social

  • Casual, non-work-related interactions and team building.
  • Keep conversations business-appropriate and friendly.

Communication Channel Best Practices:

Situation Preferred Communication
Non-urgent job questions or updates Slack #operations (in threads)
Technical help or troubleshooting Slack #service (detailed and threaded)
Sales victories or announcements Slack #sales (celebrate!)
Installation scheduling or updates Slack #install (threaded)
General office questions or scheduling Slack #office (threaded)
Urgent/time-sensitive (during work hours) Phone call, followed by Slack update
Urgent/time-sensitive (after hours) Phone call/text, followed by Slack DM or channel update
Confidential or personal communication Slack Direct Message (DM)
Documentation, contracts, lengthy details Email (then notify via Slack)

Examples of Appropriate Communication:

  • Urgent: Technician running late due to emergency – phone call to dispatch, update immediately on Slack in job thread.
  • Non-urgent: Clarification on job details – Slack thread in #operations.
  • Technical troubleshooting: Request detailed assistance with clear description and photos in #service channel.
  • Routine Office inquiries: Slack #office channel.
  • Confidential HR concerns: Slack DM to the appropriate manager or HR representative.

Daily Huddle Participation:

  • Conducted daily at 7:45 AM in #all-crackerjack-plumbing-pros.
  • Attendance strongly encouraged; consistent participants entered monthly into prize raffles.

Celebration & Recognition:

  • Use “Ring the bell” to recognize:
    • Exceptional customer reviews (#all-crackerjack-plumbing-pros).
    • Major sales (#sales).

Text and Phone Call Usage:

  • Reserve texts and calls for immediate issues that require rapid responses.
  • Always follow up urgent calls or texts with a Slack summary to keep the team informed.

By adhering to these guidelines, we maintain clear, organized, and efficient communications, helping our team deliver outstanding service and stay connected.