1. Open MYOB and pull up each customer in the MYOB Sales Register "All Sales" and click on the PC collection dated tromorrow's date and have it in on one screen while you have the customers AWM Manage search result on the other screen.

2. Call the customer and ask for the person in the service address contact field.

If they are not available, say that’s ok, you can help. What was your name again, sorry? Hi name, it’s my name from Australian Waste Management. This is about your scheduled PAPER AND CARDBOARD recycling bin collection tonight. We have an issue and we’re hoping you could tell us if you absolutely require a collection tonight, or if you could possibly place out excess in bags or boxes for your next collection instead.

If they say need a collection or complain about missing it, offer the 1 month free extension on their renewal date to try to persuade them to wait.

Show appreciation for them working with you to get all customers the best outcome. Reassure them everything will be back to normal as soon as possible. Blame covid and the fallout everyone is suffering from due to the resurgence in cases and results of the previous long term closures, etc.

Empathise with the customer and let them know you understand and will help any way you can.

3. Add all notes including who you spoke to, what the outcome was, the time and date. And your initials, all on a new line item entry under “note”.

If they couldn’t be persuaded, please add the notes, and make @Kate aware the customer needs to be added to the run, and ensure you tell the customer to place the bin out like normal and we will have someone there asap however it may not be tonight.

@Lei start at the top of the list and work down. @Ivan start at the bottom of the list and work up. Determine a middle place so you don’t cross over into each other’s list. When you are finished the list, swap with each other and look up the customers collection invoice from the other list in myob and verify the notes have been added exactly as requested. This will also confirm all customers have been called.

As a customer says they cannot wait no matter what, add that note, then mention it to @Kate here so she can add it to the run in real time.

As a customers says they can wait, add that note and move on to the next.

If a customers says they can’t wait but when you offer them 1 months service for free, they accept, thank them profusely and add that note including the outcome to the collection invoice, and change their next due date of the annual fee recurring for their paper and cardboard service to 1 month into the future.