Set expectations at intake
- 01Confirm the problem, service address, contact details, access instructions, and safety concerns.
- 02Explain the next step and arrival window.
- 03State known diagnostic or service-call charges before dispatch.
- 04Record the customer’s preferred contact method.
Communicate during the job
- 01Send an arrival update when appropriate.
- 02Explain findings in plain language and provide documented options.
- 03Obtain authorization before additional work.
- 04Record changes to scope, schedule, or price.
Close the loop
- 01Provide a clear summary of work completed and remaining recommendations.
- 02Confirm invoices, warranties, and follow-up actions.
- 03Ask whether the customer has questions before leaving.
- 04Request feedback without pressuring the customer for a positive review.
04 // KEEP BUILDING
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