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.