STEP 1
Start with a useful first conversation
Record the customer’s contact details, service address, reason for calling, and preferred way to hear from you. Ask questions before promising a scope or arrival time. If you need to investigate first, explain what happens next and when you will follow up.
STEP 2
Make the visit predictable
Confirm the appointment details and any access instructions. Let the customer know who to expect and what you need from them. If your schedule changes, send an update as soon as you can rather than leaving them waiting.
STEP 3
Keep the customer informed during the work
Explain the planned work in plain language. Record decisions and discuss changes to the scope or timing before carrying them out. Keep relevant notes and project documents together so another team member can understand the latest situation.
STEP 4
Close the loop
Review the completed work with the customer, explain the invoice, and identify any remaining tasks. Record the next action and who owns it. A short follow-up gives the customer a clear opportunity to raise a question and helps your team keep its commitments.