Customer Home Security Awareness Reference

Why this matters

You enter customer's homes. Security awareness protects customer + you. Modern homes have cameras, alarms, smart locks, security systems. The tech who handles these correctly + respects customer's security builds trust. This is the field card.

Customer's security systems

Common types:

Burglar alarm:

• Door / window sensors
• Motion sensors
• Glass break detectors
• Keypad activation
• Professional monitoring (often)

Cameras:

• Doorbell cameras (Ring, Nest)
• Indoor cameras (varies)
• Outdoor cameras
• Recording (cloud OR local)

Smart locks:

• Keyless entry
• Customer can grant access remotely
• Logging

Smart home security:

• Integrated system
• App control
• Notifications
• Voice assistant

Before entering

Verify with customer:

• "Is the alarm on?"
• "Code if needed?"
• "Cameras active?"

Customer should know you're coming + have prepared.

Customer's pre-arrival prep

Customer should:

• Disable alarm OR provide code
• Confine pets
• Clear access
• Be aware of your scheduled time

If customer didn't prepare:

• Sometimes need to wait
• Sometimes alarm triggers (customer arrives quickly)
• Reschedule sometimes

When alarm triggers

Sometimes happens despite preparation:

• Customer forgot to disarm
• Pet sets off motion sensor
• Faulty sensor

Process:

• Stay calm
• Customer's responsibility to disarm
• Sometimes monitoring company calls
• Be ready to identify yourself

Don't:

• Run / hide
• Look suspicious
• Tamper with alarm

Customer's cameras

Awareness:

• Doorbell cameras visible (your approach + arrival)
• Indoor cameras often visible (look around)
• Outdoor sometimes hidden

Professional behavior:

• Always (recorded OR not)
• No language you wouldn't say with parents listening
• No actions you wouldn't want recorded

Customer recording

Legal:

• One-party consent (most states; customer's home)
• Two-party consent (CA, FL, IL, MD, MA, MT, NH, NV, PA, WA)
• Generally legal in their home

You can ask:

• "Are you recording?" (customer may say)
• Don't object unless specific concern

Customer's smart lock

Access methods:

• Code provided
• App grant access (one-time)
• Key (sometimes)

Process:

• Customer provides access method
• Use only as authorized
• Don't share OR distribute code
• Sometimes change code after work

When customer not home

Customer's permission:

• Sometimes customer grants entry
• Smart lock OR hidden key
• Tech responsibility increased

Higher trust = higher accountability:

• Document everything
• Photo when arriving + leaving
• Don't deviate from work
• Lock everything when leaving

When you suspect break-in OR theft

Before you arrive:

• Damage visible at door / window
• Door ajar (customer usually closes)
• Alarm flashing

Don't enter:

• Could be active OR recent crime
• Call 911 + customer
• Wait outside

On exit:

• Verify locked
• Note customer's stuff in place

Customer's pre-existing damage

When you arrive + see damage:

• Photograph BEFORE working
• Document
• Customer notification
• Customer may dispute who did

Without photo:

• Customer may blame you
• Your liability

Don't appear suspicious

Behavior:

• Branded uniform
• Truck identifiable
• Tools visible
• Customer aware you're coming
• Don't peer in windows

If you have to wait outside:

• Stay near truck
• Don't approach windows
• Phone customer

Pet security awareness

Aggressive pet:

• Confined per customer
• If escaped: don't approach
• Customer responsibility to control
• Sometimes reschedule

Friendly pet:

• Greet appropriately
• Customer's preference

Customer's children

Awareness:

• Don't engage extensively (perception)
• Don't be alone with kids without parent
• Don't take photos of kids
• Respect privacy

Customer's neighbors

Sometimes neighbors notice:

• Branded truck identifies
• Sometimes neighbor calls customer
• Sometimes neighbor calls police

Professional appearance + behavior:

• Reduces concern
• Avoids issues

Customer's housekeeper / family member

If someone other than customer:

• Verify authority
• Customer's permission for them
• Sometimes customer-provided authorization

Without authorization:

• Customer's not present
• Tech may decline
• Reschedule

When customer asks security questions

Customer's concerns:

• Equipment placement
• Safety considerations
• Code compliance

Refer to security specialist when outside trade scope.

Securing customer's space during work

Your work:

• Customer's possessions
• Don't leave valuables exposed
• Don't leave doors / windows unsecured

End of work:

• Lock doors
• Activate alarm if customer wants
• Verify secured

Customer's stored valuables

Sometimes visible:

• Jewelry
• Cash
• Important documents

Awareness:

• Don't approach
• Don't touch
• Customer's responsibility

If suspected stolen:

• Don't get involved
• Document
• Customer pursues with law enforcement

Customer's privacy

You see:

• Customer's lifestyle
• Personal items
• Family information

Confidentiality:

• Don't share
• Don't gossip
• Don't post on social media
• Professional discretion

Documentation

For each visit:

• Photo when arriving
• Photo when leaving
• Customer's signed work order
• Time on site documented

Protects you from disputes.

When customer has security cameras

Behavior expectations (recorded):

• Professional always
• No off-color language
• No taking photos of customer's space (unless authorized)
• No going into off-limit areas
• Customer may review later

Build trust:

• Customer reviews; satisfied
• Repeat business

Customer's smart home

Aware of:

• Voice assistants (Alexa, Google)
• Listening sometimes
• Smart cameras
• Notifications to customer's phone

Don't:

• Try to disable
• Investigate beyond your work
• Be intrusive

Customer's medical alerts

Some customers wear / have:

• Life Alert pendants
• Medical alerts
• Sometimes worn discreetly

Awareness:

• Customer's safety considerations
• Customer may need to alert if you find them down
• Be respectful

Working in different rooms

Customer's permission:

• Work areas only
• Don't wander
• Bathroom only with permission
• Bedrooms with permission

Boundaries:

• Customer's home, customer's rules
• Respect

Customer wants to monitor work

Sometimes customer:

• Stays close (some uncomfortable)
• Customer's choice
• Be patient

Don't:

• Object
• Resent
• Take personally

Customer leaves you alone

Sometimes:

• Customer trusts you to work
• "I'll be in the other room"
• Customer comfortable

Your responsibility:

• Stay in work area
• Don't wander
• Complete work professionally

When customer's home is messy / cluttered

Don't:

• Judge
• Comment
• Photograph for personal use

Do:

• Work around
• Respect customer's home
• Move only with permission

Customer's emotional security

References

• State two-party consent recording laws
• Manuall internal: Working in Occupied Homes, Customer Property Protocol