A routine for planned service visits

A visit that is planned and written down protects both sides: the customer knows what was done, and you can show it.

Plan by area

Group visits by neighbourhood and book several on the same day. Travel is the largest hidden cost of a contract, so a route that saves an hour a day is worth more than a small price rise.

A visit checklist

Phone the customer the day before and confirm the time.
Carry the usual parts and a copy of the contract terms.
Check the equipment against a fixed list for that type.
Note any wear that will soon need a part, and tell the customer in plain words.
Ask the customer to sign or message "visit done".

A short visit report

Visit report: [equipment] at [place] on [date]. Checked: [list]. Found: [problems]. Done: [work]. Advice: [what to watch]. Next visit: [date].

After the visit

Write the date in the register's note and send the report to the customer. If the visit found a problem that is not covered, send a quote the same day; customers accept a quote that comes with a clear reason.

Missed visits

If a visit has to move, tell the customer first and give two new dates. A contract whose visits are missed is a contract that will not renew.

Common questions

How many visits should a contract include?

It depends on the equipment and how heavily it is used. Quarterly or half-yearly visits are common; decide from what the equipment needs and what you can serve well.

Should I charge for parts?

Say clearly in the contract which parts are included. Unclear parts are the most common source of arguments.

Keep going

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