The customer walkthrough is an essential part of the move day experience. As Captain or Lead, open up the app to go through the Move Readiness Form. As you go through the form, you will compare the rooms listed in the form to the rooms listed in the estimate. Check for any additional rooms and take note of specialty items and accessibility issues.
After completing the walkthrough, there are two options: the estimate is correct and you can start the move or the estimate is incorrect and the move should be paused.
In the event of an incorrect estimate, you can continue with the job and explain to the customer that there may be a runover and additional charges. If the customer agrees to the additional charges then proceed with the move (runovers are billed at an hourly rate for each hour the move runs over and they can view their hourly rate on their dashboard). If the customer does not agree, let them know that the team will honor the times of the original booking (if estimated for 4 hours, work for 4 hours). The customer will need to contact Bellhop Customer Support if they need a follow up booking at a later time.