Customer Pre-Work Walkthrough Reference

Why this matters

The 10 minutes you spend walking the customer through the work before you start sets the tone for the entire visit, prevents scope surprises, and dramatically reduces callbacks. Done right, the customer knows what to expect and accepts the price; done poorly, they're surprised by the bill, the mess, or the duration. This is the field card for the conversation that should happen at every service call.

What the walkthrough accomplishes

1. Confirms the problem - verify what the customer described matches what you find
2. Identifies adjacent issues - find things the customer didn't mention
3. Sets price expectations - explain scope and cost before work begins
4. Sets timeline expectations - how long will this take
5. Identifies access / protection needs - protect floors, furniture, plants
6. Documents existing conditions - photos of what was there before
7. Gets authorization - explicit OK to proceed at the quoted price

A 5-10 minute walkthrough prevents most of the conflicts that arise mid-job or at billing time.

The pre-work walkthrough checklist

Step 1: Greet the customer.

• Make eye contact, introduce yourself, hand them a business card if appropriate
• "Thanks for having me out. Tell me about what's been happening."

Step 2: Listen first.

• Let the customer describe the problem in their words
• Don't interrupt; take notes
• Ask: "When did you first notice it?" "Has anything changed recently?"

Step 3: Inspect with the customer present.

• Bring the customer along to see the issue
• Show them what you're observing
• Use plain language; explain technical terms

Step 4: Identify the actual scope.

• Often differs from what the customer described
• Sometimes more (additional issues found)
• Sometimes less (customer-worry was minor)
• Always honest

Step 5: Photograph existing conditions.

• Before-work photos protect you against "you damaged that" claims
• Photos document the state of work for service records
• One-handed iPhone shot, takes 30 seconds total

Step 6: Explain what you'll do.

• Plain language: "I'll replace the cracked drain trap, that takes about an hour"
• Show the failed part if visible
• Explain why (not just what)

Step 7: Explain price.

• Refer to the flat-rate book OR explain T&M structure
• Show the customer the price on paper or tablet
• Don't surprise them with a high number - anchor early

Step 8: Explain mess / access / timing.

• "I'll lay down a drop cloth in the kitchen"
• "I need access to the basement for 30 minutes"
• "I'll be done by noon"
• "There will be some dust in the bedroom; I'll clean it before leaving"

Step 9: Get explicit authorization.

• "Does that all sound good to you?"
• Wait for clear "yes"
• For bigger jobs, written / signed authorization

Step 10: Get to work.

What to look for during the walkthrough

The primary issue:

• What the customer described
• Verify it matches your observation
• Photograph it

Adjacent issues:

• Same system, related component on its last legs (capacitor, water heater anode, breaker)
• Worn parts visible during your inspection
• Code issues that may need addressing
• Safety concerns

Customer-specific concerns:

• "Will this affect ?"
• "How long will it take?"
• "When can you come back if it doesn't work?"
• Note for the post-work conversation

Access and conditions:

• Pets to keep contained
• Tight spaces (crawlspace, attic, utility room)
• Furniture / valuables to protect
• Customers home or not during work

Documentation needs:

• Permit requirements
• Customer's home insurance considerations
• Manufacturer warranty implications

Different walkthrough modes

Service call:

• 5-10 minute walkthrough
• One specific issue typically
• Confirm scope, quote, authorize, do
• Most common pattern

Quote / estimate visit:

• 30-60 minute walkthrough
• No work performed at this visit
• Detailed assessment
• Written quote follows

Major job (full install / replacement):

• 30-90 minute walkthrough
• Confirm equipment selection
• Confirm scope of additional work
• Schedule install day
• Sometimes contract signed at visit

Returning customer (maintenance):

• 5-10 minutes
• Confirm any new issues
• Maintenance routine done
• Recommendations communicated

Communication adaptations

Older / less technical customer:

• More plain-language explanation
• Slower pace
• Demonstration with the actual hardware
• Don't lecture; just explain

Tech-savvy customer:

• Can use more technical terms
• May want to see codes, diagrams, manufacturer documentation
• May ask probing questions

Skeptical customer (had bad contractor experience):

• Extra documentation
• Multiple quotes / options
• Show your credentials
• Don't push for immediate decision

Time-pressed customer:

• Cut to the chase
• Quick visual inspection + short explanation
• Quote and authorize
• Get to work

Common walkthrough mistakes

Not actually doing it:

• Tech walks in, looks at problem, starts work without conversation
• Customer surprised by scope and cost
• Common in residential service

Talking down to customer:

• "Let me explain this to you" tone
• Customer feels condescended to
• Don't lecture; just explain

Overestimating scope:

• "We have to do X, Y, Z" when X alone solves the problem
• Customer feels pressured into upsell
• Always start with what's actually needed

Underestimating scope:

• "This will be quick" then it's not
• Customer feels misled
• Better to over-quote time and finish early

Not photographing:

• "You damaged that" complaint later
• No evidence of pre-existing condition
• 30 seconds prevents the dispute

Skipping authorization:

• "I assumed you wanted me to..."
• Customer surprised by additional charges
• Explicit yes/no before proceeding

Specific scenarios

Customer not home (service call to landlord property):

• Walk through with phone - Skype or FaceTime with landlord
• Document everything with photos
• Get explicit written authorization (text + photo of property condition)
• Be extra careful - no one to ask questions of in real time

Customer doesn't speak primary language well:

• See Customer Communication Non-English Reference
• Use translation app
• Visual demonstration over verbal explanation
• Written summary at end

Customer is elderly / fragile:

• Slower pace
• Use larger, clearer demonstrations
• Repeat key points
• Written summary; possibly mailed
• Consider whether a family member should be present

Customer is mid-renovation:

• Multiple contractors on site
• Coordination conversations
• May not be the decision-maker; check with project manager

Documentation at walkthrough

References

• ACCA Quality Installation (QI) standard - includes pre-work assessment requirements
• Service Roundtable best-practice library
• Trade association customer-service training
• NEXSTAR / SGI customer-service curriculum