The customer forms an opinion before the technician touches anything. A simple routine at the door makes estimates easier to approve and reviews easier to get.
In this article
Park and arrive well
Park where you don't block the driveway, finish phone calls in the truck and walk up in a clean uniform.
Introduce yourself
Greet the customer by name, say your name and the company, and confirm what they called about.
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Protect the home
Put on shoe covers before stepping in, without being asked. Customers notice.
Let them show you
Ask the customer to walk you to the problem and tell the story. Listening first saves time later.
Explain the next step
Say what you will check and how long it will take before you start. No surprises.
Common mistakes
Arriving on the phone, walking in with dirty boots and starting work before hearing the customer.
Price every call so it pays.
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Frequently asked questions
Should technicians follow a script at the door?
A short routine works better than a script: greet by name, introduce yourself, put on shoe covers and ask the customer to show the problem. Each tech can say it in their own words.