The customer told the office everything on the phone. When that information never reaches the technician, the visit starts with the customer repeating themselves.
In this article
Job details
The problem in the customer's own words, plus any photos they sent.
Customer notes
History, previous visits and anything sensitive, like a recent complaint.
Keep reading — free
The rest of this article is worth the 20 seconds
Tell us where to send it and the full piece unlocks right here, along with everything else on this blog.
Rather just talk? Message us on WhatsApp.
Access and pets
Gate codes, where to park and whether there are dogs. These save the most time.
Parts
If the office suspects a part, the technician should know before leaving the shop.
Promises made
Price ranges, arrival windows and discounts mentioned on the phone must reach the field.
Confirmation call
Confirm the day before and pass any new detail to the technician.
Changes during the day
Use one channel for changes. Messages spread across texts and calls get lost.
Common mistakes
Notes in the office's head, codes in old emails and technicians calling the customer for basic details.
A simple checklist
Before a job is dispatched, the office confirms problem, access, pets, parts and promises. Five checks prevent most bad visits.
Ask the field
Ask technicians every month what information they wish they had. They know where the gaps are.
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
What is the most important information for the technician?
The problem in the customer's words, access details, pets, parking and anything promised on the phone, such as price ranges or time windows.