Scripting / Decision Tree 1

Accounts Receivable(outbound)

Friendly Reminder: Be kind and sincere. Show gratitude, interest, encouragement, and support with an empathetic
tone with each interaction.

Outbound Accounts Receivable Agent Says:

1 Pull up Account / Determine OB Call
Type If Reason for Outbound Call Is: Then:
A. 1st Attempt to collect move to step 2
B. Broken promise to pay move to step 3
C Customer Service Issue move to step 4
D. Declined Payment (NSF) move to step 6
E. 91+ days past due move to step 7
(Open account from calling material
and review notes to determine what
type of call is needed)
2 1st Attempt to Collect “Hello Mr./Mrs._______, this is __________ with TruGreen your lawn
care service provider. How are you today? Just to let you know, this
call may be monitored and recorded for quality purposes. I was calling
regarding your balance of $___ from the service that was completed
on _____. I would be happy to take that payment from you over the
phone so that we can keep you service on schedule. We accept all
major credit cards, and check by phone, at no additional charge.
Which account would you like to use?

If This: Then:
Willing to pay now Move to step 8
Already paid Move to step 9
(includes check in mail)
Will pay by check or online Move to step 10
Refuses to pay Move to step 11

3 Broken Promise to Pay “Hello, Mr./Mrs. ____, this is ___ with TruGreen your lawn care
service provider. How are you today? Just to let you know, this call
may be monitored and recorded for quality purposes. I was following
up on a conversation on xx/xx. At that time, you stated you would
<mail in or submit online>a (an) payment of $___ for services
completed on ____. Our records indicate that we haven’t received
that payment and your balance is now XX days past due. I can take
that payment from you over the phone so that we can keep your
service on schedule. We accept all major credit cards, and check by
phone, at no additional charge. Which account do you want to use?
 Scripting / Decision Tree 2

If This: Then:
Willing to pay now Move to step 8
Already paid Move to step 9
(includes check in mail)
Will pay by check or online Move to step 10
Refuses to pay Move to step 11

4 Customer Service Issue “Hello, Mr./Mrs. _____, this is _____ with TruGreen your lawn care
service provider. Just to let you know, this call may be monitored and
recorded for quality purposes. We spoke on _____ about your lawn,
at that time you had a concern(s) about _____. I see that we came
back out on _____ to address the issue, and I wanted to follow up
with you and see how things are going?”

If This; Then:
Resolved Move to step 5
Not Resolved Address with credit
mitigation process and
move to step 11

5 Issue resolved “That’s great to hear! I am glad to hear that we were able to get your
issue resolved. Since that’s resolved, can we take care of your balance
of $____ today over the phone? We accept all major credit cards and
check by phone at no additional charge. Which account would you
like to use?”
If This: Then:
Willing to pay now Move to step 8
Already paid Move to step 9
(includes check in mail)
Will pay by check or online Move to step 10
Refuses to pay Move to step 11

6 Declined Payment / (NSF) “Hello, Mr./Mrs. ____, this is ______ with TruGreen your lawn care
service provider. How are you today? Just to let you know, this call
may be monitored and recorded for quality purposes. I was calling
regarding your balance of $____ for services completed on _____. I
see that you made a payment but unfortunately it was returned. It’s
possible that your account information has changed. Have you gotten
a new card recently?”

If This: Agent Says: Then:

 Scripting / Decision Tree 3

New account OR “Let’s try processing it again; Move to step 8

Info entered May I have the account
incorrectly information again”
Insufficient funds “I can process the payment Move to step 8
on another account for you”
Phone pay Move to step 8
Already paid Move to step 9
Paying online or Move to step 10
by check
Refuse to pay Move to step 11

7 91 + days past due “Hello, Mr./Mrs. _____, this is ________ with TruGreen your lawn
care service provider. How are you doing today? Just to let you know,
this call is being monitored and recorded for quality purposes. I am
calling regarding your balance of $__ for the services completed on
____. This balance is now over 90 days past due, to avoid outside
collections, we need to resolve the balance today. I can take your
payment now over the phone, at no additional fee. We accept all
major credit cards and check by phone. Which account would you like
to use?

If This: Then:
Willing to pay now Move to step 8
Already paid Move to step 9
(includes check in mail)
Will pay by check or online Move to step 10
Refuses to pay Move to step 11

8 Customer agrees to pay “Great! May I have your account information” (take acct info).
“Thank you. I will get this payment posted to your account right away.”

If a prior EP customer (card expired)- “I will update your EasyPay information

with this new card number so your payments will post automatically after
each service is complete”
If This: Then:
Yes, to EASY Pay Move to step 13
No, to EASY Pay Move to step 14

If not a prior EP customer- “For your convenience, I can keep your account
information on file and enroll you in our EasyPay program, which will
automatically process your payment 1-2 days after each service is completed.
Can I go ahead and get you signed up now?”

If This: Then:
Yes, to EASY Pay Move to step 13
No, to EASY Pay Move to step 14
 Scripting / Decision Tree 4

9 Has already Paid-Check in the Mail “Great, I will update our records. While I have you one the phone
Mr./Mrs. ____, I see that you are not taking advantage of our EasyPay
program, where we automatically process your payment 1-2 days
after each service is completed at no additional charge. Can I get you
set up today so that you don’t have the hassle of sending in
payments?”
Pause

If This: Then:
Yes, to EASY Pay Move to step 13
No, to EASY Pay Move to step 14

10 Will pay by check or online “Ok Mr./Mrs. ___, I really would like to get this taken care of for you today so
we can keep you on schedule. I can process a check over the phone for you at
no additional charge. This will save you a stamp and any delays that might
occur by sending the payment through the mail.
If This: Then:
Willing to pay now Move to step 8
Already paid Move to step 9
(includes check in mail)

If customer will pay online or mail check- “Ok Mr./Mrs. ______when

can we expect this payment so that I can document your account, this
helps ensure we don’t call you before then, and will you be making
this payment using our mobile app, TruGreen.com or mailing it?”

Update Mission notes and move to step 15

11 Refuses to pay “Mr./Mrs. ______, help me understand why you don’t want to pay for
this service. I want to help resolve this for you. Tell me what is going
on?”

Address with credit mitigation process and follow limit process

L = Listen
I = Investigate
M = Make ½ Offer
I = Increase to full offer (do not exceed $100)
T = Talk to Manager

12 Easy Pay “For your convenience, I can enroll you in our EasyPay program by
keeping your account information on file. The benefit of this program
is that you won’t have to worry about sending in a payment after each
application. We would simply process your payment 1-2 days after an
application is completed. Can I go ahead and get you signed up now?

If This: Then:
Yes, to EASY Pay Move to step 13
No, to EASY Pay Move to step 14
 Scripting / Decision Tree 5

13 Yes, to EasyPay “Great, I will get that set up for you with the same card/account we
just used.… We’re all set! Your next service is tentatively scheduled
for ____.
… Now that you’re set up with EasyPay, we’ll process the payment 1-2
days after service is completed.

Move to step 15
14 No to EasyPay “Keep in mind Mr./Mrs._____ that our EasyPay program is the
simplest and most secure payment option, and we offer this
convenient payment option free of charge.”

If This: Agent Says: Then:

Yes, EasyPay Move to step
13
No, EasyPay “Should you change your Move to step
mind, you can sign up on the 15
mobile app, on
TruGreen.com or by giving us
a call.”
15 Recap/Closing “I have updated your account/posted payment as we discussed.
“One last thing before I let you go-be sure to download the free
TruGreen mobile app so that you can make payments, set your
notifications and much more. Is there anything else I can help you with
today? Thank you for being a valued TruGreen customer since XXXX,
have a great day.”
16 Message left with person “I am calling from TruGreen, regarding his/ her lawn care service. Just
to let you know, this message is being recorded for quality purposes.
When is the most convenient time for me to give him / her a call back?
Or Is there an alternate number that I can try? Thank you, I will try
calling back then. In the meantime, could you let Mr./Mrs. know that
we called, and that he/she can give us a call back at

Service Suspend: 833-895-0827

Declines: 833-895-0829
Early Intervention: 833-895-0828
Commercial: 833-895-0830

between the hours of 8 am and 8 pm CST Thank you”

17 Message left on machine “Hello, this message is for ______________. I am calling from
TruGreen about your lawn care service. Please call us back at:

Service Suspend: 833-895-0827

Declines: 833-895-0829
Early Intervention: 833-895-0828
Commercial: 833-895-0830
 Scripting / Decision Tree 6

to discuss your account. We’ll be available to take your call between

8 am to 8 pm CST.”
18 Document Mission Document account with notes in Mission
19 Customer PrePays “Thank you for prepaying for your lawn service Mr./Ms. ____. For your
convenience once your prepayment runs out, we will automatically
convert your account to EasyPay. Our EasyPay program automatically
charges your card after each application is completed, so you won’t
have to worry about going online or sending in a check.”