Service Delivery Validation (copy)

Location *

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Custom widget — review for native equivalent.

TTM 1 Name

TTM 1 Email

example@example.com

TTM 2 Name

Franchise Email

example@example.com

General Manager Email

example@example.com

Area Director Email

example@example.com

Vice President Email

example@example.com

Phase 1: Call Ahead

Call ahead done 30 minutes prior to start of arrival window?

Yes No

Upbeat, confident, and professional tone?

Yes No

Clearly stated we are with 1-800-GOT-JUNK?

Yes No

Introduce yourself and your partner clearly?

Yes No

Address the customer using the correct prefix and last name?

Yes No

Allow for a brief pause after customer finishes speaking before responding?

Yes No

Ask relevant questions to understand customers project, priorities & end goal?

Yes No

Elaborate on specific items we CAN take? (FMJ Opportunity)

Yes No

Provide a 15-minute arrival window & communicate immediately if the arrival time changes?

Yes No

Ask where the customer prefers the truck parked?

Yes No

Ask how the customer prefers to be notified upon arrival?

Yes No

End the call with a positive and reassuring phrase?

Yes No

Phase 2: Truck Arrival

Approach the location slowly and deliberately?

Yes No

No smoking in trucks ever (Includes vaping)?

Yes No

Turn off the radio?

Yes No

Use a spotter always when backing up or parking?

Yes No

Park on the street unless otherwise directed by the customer?

Yes No

Check for obstructions and neighboring vehicles before exiting?

Yes No

Ensure the truck is clean with professional uniform and appearance?

Yes No

All truck decals in tact and visible?

Yes No

Tarp is functional and no tears?

Yes No

Windshield is crack free?

Yes No

Dashboard is free of trash and supplies?

Yes No

Clean cab?

Yes No

Phase 3: Walk-Up and Greeting

Walk directly from the truck to the front door using a clear, respectful paths with partner present?

Yes No

Knock professionally on the hinge side of the door unless instructed otherwise?

Yes No

Take two steps back after knocking?

Yes No

Stand confidently with open, neutral body language?

Yes No

Introduce yourself and your partner?

Yes No

Address the customer using the correct prefix and last name?

Yes No

Use the Dream Big standard greeting? "Thank you for trusting us today."

Yes No

Five Star Service Agenda Presentation?

Yes No

Communicate appreciation and willingness to help?

Yes No

Phase 4: Initial Walk-Through

Walk through every applicable space with the customer?

Yes No

Ask thoughtful questions about the project/goals and actively listen?

Yes No

Clarify the customer's end goal and intended use of the space and identify customer pain points and or value keys? (if not already done)?

Yes No

Reinforce that we are full service when relevant?

Yes No

Inspect through piles (with permission) or touch items when appropriate?

Yes No

Express empathy (the ability to understand and share the feelings of another) when necessary?

Yes No

Engage your partner so the conversation feels balanced and natural?

Yes No

Identify access limitations? (stairs, tight hallways, elevators, HOA rules)

Yes No

Confirm the full scope out loud? (“So today we’re removing X, Y, and Z—did I miss anything?)

Yes No

Flag safety concerns? (sharp items, biohazards, heavy objects)

Yes No

Phase 5: Estimate

Present the estimate with your partner present?

Yes No

Hold the clipboard and confidently reference the price sheet?

Yes No

Explain full scope of the service we provide / items we are taking?

Yes No

Was the estimate specific and relevant to the project?

Yes No

Clearly explain truck volume and what the price represents?

Yes No

Start with full load and work your way down?

Yes No

Deliver pricing with clarity, confidence, and enthusiasm?

Yes No

Use the rules of the range? (unless minimum - 1/6)

Yes No

Use an assumptive close aligned with the customers value keys/project? (make space for possibility)

Yes No

Identify & adjust to customers personality type?

Yes No

Phase 6: Prep, Removal, and Truck Loading

Have the proper PPE/Tools?

Yes No

Ensure the removal path is clear?

Yes No

Confirm if/which doors may remain open?

Yes No

Stage the truck for the customer? (doors open, contents stacked neatly)

Yes No

Explain truck space and volume clearly?

Yes No

Load items properly and intentionally?

Yes No

Standard customer-facing explanation of truck loading? (trash & junk, donations, metal/recycling). Assume the customer is observing everything.

Yes No

Identify high risk obstacles before starting?

Yes No

Lay floor protection when needed?

Yes No

Protect door frames, corners, and tight turns?

Yes No

Start with biggest/most difficult to remove items first? (team lifts)

Yes No

Handle donations with visible care?

Yes No

Phase 7: Clean - Up

Sweep all affected areas and remove all debris, dust, and fragments from the removal?

Yes No

Wipe down surfaces or flooring if residue or marks are present?

Yes No

Return any moved items to their original or agreed-upon location?

Yes No

Straighten and align the space to create a clear visual reset?

Yes No

Perform a deliberate final scan to ensure the area looks clean and orderly before inviting the customer back?

Yes No

Phase 8: Final Walk-Through

Invite the customer to walk the completed space(s) together at customer's pace?

Yes No

Frame the purpose of the final walk-through?

Yes No

Walk the entire job area by area, continuing to paint the picture of the completed project?

Yes No

Use ownership language? (“We removed… We cleared… We took care of…”)

Yes No

Pause after each area to allow questions or feedback, address immediately?

Yes No

Ask clear satisfaction questions before finishing the walk through?

Yes No

Do not proceed until satisfaction is over 100%?

Yes No

Final Walkthrough ends at the truck with open doors show the customer the result?

Yes No

Offer additional capacity (truck space) after satisfaction is confirmed? - costco effect, messaged as optional and helpful

Yes No

Ask if we can assist them with any other tasks they need an extra pair of hands for (moving furniture, sweeping/vacuuming/mopping, loading items in vehicles etc - get creative!)

Yes No

Deliver the review requests only after 100% satisfaction is achieved?

Yes No

Phase 9: Before and After Photos

Capture clear before and after photos of all serviced areas?

Yes No

Ensure photos clearly show the transformation of the space reclaimed?

Yes No

Take photos from consistent angles to clearly demonstrate change?

Yes No

Takes photos of surcharges/additional fees? (E-waste, batteries, beg bugs/hazard, freon, labor, propane, etc)

Yes No

Ensure truck doors are open? (if possible)

Yes No

If over 2 trucks, ensure to include fingers showing what # full truck you are on?

Yes No N/A

Ensure photos are well lit, in focus, and unobstructed?

Yes No

Verify photos are saved and attached correctly on authorized work phones?

Yes No

Upload all photos to the correct opportunity before leaving the job site?

Yes No

Offer to show the customer the before and after transformation?

Yes No

Send photos to the customer if they are not on site?

Yes No

Phase 10: Pricing and Payment

Clearly state the final price and show them on the phone how it breaks down using calm, confident language?

Yes No

Answer pricing or payment questions clearly and directly?

Yes No

Hand the payment device to the customer with the final price breakdown still displayed (Before charging the card)?

Yes No

Use the approved tip screen script exactly as trained?

Yes No

Give the customer space as they are filling out the tip screen?

Yes No

Complete payment without rushing or distracting the customer?

Yes No

Use the approved NPS explanation script exactly as trained?

Yes No

Leave the customer while they fill out the NPS? (can not be next to customer)

Yes No

Phase 11: Goodbye and Close

Thank the customer by name for the opportunity to serve them?

Yes No

Use a calm, genuine, and unhurried tone?

Yes No

Maintain eye contact and positive body language during the farewell?

Yes No

Offer a warm closing statement before departure? (include something that ties into creating space for possibility)

Yes No

Ensure your final interaction reflects pride in your work and the brand?

Yes No

Exit the property calmly and professionally?

Yes No

Feedback and Action Items

Validators Name

Validators Email

example@example.com