Guide
Photos: What to Capture Every Time (Before/During/After)
Minimum photos that prevent disputes and callbacks: before (overall area and the issue), during (key repair step), after (finished work and wide shot). Store them with the job record, not in texts or emails, and require them before closeout so you're not chasing proof later. When you're ready for software, look for photo workflows that attach to each job and require photos before closeout so the habit sticks.
For teams dealing with 'it wasn't like that' disputes or missing proof when something goes wrong or the customer questions the work.
Next: Require the 3-photo minimum on the next 10 jobs and store with the job; then see if your FSM can prompt or require photos at closeout.
The situation
A customer says 'it wasn't like that' or 'I didn't agree to that.' You don't have photos to prove what was done or what was agreed.
Now you're in a dispute with no clear record. Or you're avoiding callbacks because you can't prove what you found or fixed.
What usually causes it
- No clear photo requirements so techs skip photos or take random shots that don't show the issue or the fix.
- Photos stored in different places (phone, texts, emails) so they're not with the job when you need them.
- Missing 'before' photos so you can't show what changed or what the customer agreed to.
- No 'during' photos so you can't show the work in progress or what you found mid-job.
Quick fixes you can try this week
- Require 3 photos minimum: (1) Before: overall area and the issue, (2) During: key repair step, (3) After: finished work and wide shot.
- Store photos with the job record so they're not in separate texts or emails when you need proof.
- Take 'before' photos before starting work so you have proof of the issue and what the customer saw.
- Take 'during' photos of key steps so you have proof of what was done and any surprises found.
- Take 'after' photos showing finished work and clean area so disputes and callbacks have a clear record.
If you're ready: what to look for
- Photo workflows that attach photos to each job so they don't float in other apps.
- Job notes that require photos before closeout so the habit is enforced.
- Photo storage that keeps photos with job records so they're findable later.
- Mobile photo capture that's easy to use on-site so techs actually do it.
Mistakes to avoid
- Taking photos but not organizing them by job so you can't find the right proof when you need it.
- Missing 'before' photos so you can't show what changed and the customer can claim it was different.
- Storing photos in different places so the job record doesn't tell the full story.
- Not requiring photos before job closeout so techs skip them when they're in a rush.
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Copy-paste scripts and checklists for this pain: