When a job moves from the first customer call to the technician, what detail tends to get lost along the way? What have you changed in that handoff that actually helped your team arrive prepared, without having to call the customer or office again?
Gate codes, water spigot locations, and specific customer priority areas—like that heavy algae spot on a north gable they mentioned over the phone that never made it into the ticket. The customer assumes the tech knows what they talked about with the office, but the tech is looking at a blank notes section.
The fix that actually worked for us was setting up strict custom fields and mandatory attachment checks in our workflow before a job hits the schedule. Forcing photo attachments of the work area and dedicated entry/access fields right on the job template solved it. When the tech pulls up, they can look at the mobile app, see the exact scope along with photos of the property, and get to work without having to call dispatch or bug the homeowner.
Travis, that algae spot example really gets at it. The team could do everything listed on the ticket and still miss the one thing that prompted the customer to call.
I like that you made the details a requirement before scheduling. It takes the pressure off someone remembering to pass them along. I work on https://lacy.ai, so I’m curious about how that holds up on busy days. When a customer can’t send photos, does someone on your team collect them, or do you have another way to confirm the scope?
We are a cleaning company. Most times it is the question on the basement. Do we clean the basement?
We changed our booking sheet for the sales rep to ask this question and also make sure we add it to the job notes for the team.
Judith, I like how specific your fix is. “Do we clean the basement?” sounds like a small detail until the team arrives and the customer expects it to be included. Adding it to both the booking sheet and the job notes makes sense.
Your example gives us a useful question to consider in our work at https://lacy.ai: is recording what’s excluded just as useful as recording what’s included? Do you put “basement not included” in the notes when the answer is no?
