OnDemand

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Bobcat Service Division

with-operator rentals, excavation services

Please remember that any time you want to order service, to call our Customer Service numbers and not to call your previous/recent/current OnDemand machine operator. 

Doing so - calling him directly will only greatly increase your odds of a mistake being made - a detail forgotten, a message not passed on, a scheduling conflict or equipment being double booked, and so forth. 

Even if your operator is on site with you and you discuss the need to extend his stay or book a return call for a few days later, that should still be done to and through dispatch rather than just with your operator there.

It never hurts to discuss the idea with him there first, but the follow-through should involve a call in to dispatch to set it up. 

If you have one operator in particular that you tend to see most often over a run of a number of assignments, even over a number of years, and you have a good rapport with him and have come to rely on him, it is may be that you on ocassion want to call him first and bounce an idea off him for a particular project, maybe his idea on machine selection, and so on, but regardless the operator should decline to take your booking and direct you to dispatch for the taking down of the details and confirmation that you are actually put on the schedule.

Please note:  Because you now have the operator’s direct/personal cell number please do not be tempted to call in for future bookings on it to him directly.  You will continue to book by calling in to Dispatch on your normal local Customer Service number, as usual.  We strongly encourage you (insist, acutally) to do this for a number of good reasons (some being for your own benefit):

1) you will get much better service by going to the dispatchers who do this all the time, have the forms and computer on the desk in front of them, able to give you accurate rates, and specifications and so forth, ask you all the right questions so that nothing is missed that could mess up your booking, and most importantly they have the current schedule in front of them, information that not even the operator himself knows about his upcoming schedule. 

2) It isn’t convenient for the operator most of the time either.  If you call and talk to the operator, chances are he is on a machine and has no paper and pen handy, and is working for someone else by the hour, so even if he happens to hear his phone ring and answers it, he really is in no position to take the time to talk and get your booking down.

3) The operator actually pays into the dispatch service that is provided on his behalf – the operators love having that service, so they prefer to take advantage of it.  And it is there for your benefit too – so use it.

4) There is no money saved for your booking directly with the operator at all.  They will charge you the same rates regardless and none are stupid enough to risk doing “side-jobs” and jeopardize the good thing they have going for them, they just won’t try it, ever.

Another good reason to book with dispatch: they rarely ever make mistakes!  Is that because they are nearly perfect?  No, but they do have technology on their side.  As you are advised by our automated attendant when you call in to dispatch, "all calls to or from our dispatchers/office may be recorded to ensure order accuracy", it is true - we do generally practice recording the bookings.  This is done so that the dispatcher can review the details after your conversation in case there is something he wants to double check on for clarity, spelling (like the street address), make sure he didn't miss a point, and so on.  (Of course, as advised, even some of our branches or operators may also record calls too, for the same reason.)  This just further goes to show how serious we take your satisfaction - to make absolute certain that we provide you exactly what you asked for - we can even double check that later!

So - always take advantage of dispatch's services - use them regularly!

Secondary Service Policies - Expanded Details:

10. All bookings to be done through dispatch