Guide
Job Intake Mistakes That Cost You Real Money
Lock in address, access, scope, and payment at intake: use a short script (same 6–8 questions every time), ask for photos or video when possible, confirm payment expectations before booking, and send a short written summary so the customer and tech have the same info. Skip intake and you pay later in wrong addresses, no-shows, and unpaid extras. When you're ready for software, look for shared intake notes, automatic confirmation after booking, and templates so new people don't skip steps.
For anyone taking calls or texts for new jobs where key details get missed and the tech shows up unprepared.
Next: Use a 6–8 question script on the next 10 jobs and send a written summary each time; note where details were missing and add those questions.
The situation
A job gets booked without key details. The tech shows up unprepared—wrong address, no access, or a scope that doesn’t match the quote—and the job runs long or you eat the cost.
Intake is where you lock in address, access, scope, and payment. Skip it and you pay later in drive time, callbacks, and unpaid extras.
Lock in the basics with a short script: same 6–8 questions every time, written summary to the customer and tech, and payment confirmed before booking. When you're ready for software, look for shared intake notes and templates so new people don't skip steps.
Common intake mistakes
- Missing exact address and access—wrong unit, no gate code, or “call when you’re close” with no backup.
- No photos or description of the issue—so the tech brings the wrong parts or underquotes.
- No agreement on timing or payment—customer thought it was a quote visit; you thought it was a same-day repair.
- Not confirming who’s meeting the tech (tenant, owner, property manager) and how to get in.
A better intake flow
- Short script: same 6–8 questions every time so nothing gets dropped.
- Ask for photos or video when possible—saves a trip and sets the right expectation.
- Confirm payment expectations before booking—card on-site, invoice, or deposit so there’s no surprise at the door.
- Send a short written summary (text or email) so the customer and the tech have the same info.
When tools help
- Shared intake notes so the whole team sees what was captured and what’s missing.
- Automatic confirmation text after booking so the customer has the details and the tech has a paper trail.
- Call recording or note templates for training and quality so new people don’t skip steps.
Mistakes to avoid
- Letting intake depend on memory—use a script or checklist every time.
- Skipping payment questions until after the job—you lose negotiating room and clarity.
- No written summary sent to the customer—they forget; you have no record of what was agreed.
Take the Calls & SMS quick check
Quick checkSee if Calls and Messaging tools are right for your team.
Take the Calls & SMS quick checkRelated templates
Copy-paste scripts and checklists for this pain: