Your best bet is to train your own csr’s (customer service representatives) don’t do temps or services. Concentrate on your workflow. Put priority customers first these are the people who have the most serious needs and who coincidentally will also make you the most money. People that need work on their toilets probably are not a priority unless this is their only toilet. Someone with an out water heater or whose house is flooding take priority. Train your service people on priority and customer service. Have one person directing the techs on their day to day have them focused on the job they are on they don’t need to know they have 4 or 5 calls in front of them. Which brings me to my final point. Overbook you can always reschedule small jobs onto the next day compensate them for doing so and if they cancel you lost a small job not a big one.