Customer Property Protocol Reference
Why this matters
Customer property damage during service is the #1 cause of negative reviews + warranty claims + small claims court. Customer judges the entire job by the cleanliness + respect shown to their property. The tech who treats customer's home like a museum exhibits earns repeat business + referrals; the one who tracks dirt + breaks knick-knacks gets dismissed even when the work is excellent. This is the field card.
Arrival protocol
Park appropriately: don't block driveways the customer needs OR neighbors' driveways. Don't park on lawns. Don't park where exhaust drifts into open windows.
Approach + introduce yourself: company shirt + ID badge; greet by name; explain who you are + why you're there.
Mask + boot covers: many customers expect; many states require for certain work (food service, healthcare).
Wait at door without ringing repeatedly: 30 seconds for first knock; 60 for follow-up. Don't peer into windows.
Discuss with customer before starting: walk through with them; point out work area; ask about high-value items + areas of concern.
During the work
Boot covers OR dedicated work boots: don't track outdoor dirt inside.
Drop cloths + tarps: cover floors near work area + walkway from door.
Cover furniture + nearby items: plastic sheet OR canvas drop cloths.
Move what you can OR ask customer to move: customer's stuff stays customer's stuff; don't shift their items without permission.
Photograph existing damage: before-work photo of work area + nearby items; protects you from claim for pre-existing damage.
Music + phone: silent OR low volume if customer present; ask before playing.
Vehicle traffic: keep tools + parts on tarp or matt; don't drag across customer's surfaces.
Common property damage scenarios
Tracked dirt + mud (clean before leaving). Broken knick-knack (photographed pre-work; damage = replace OR insurance claim; don't dismiss as "probably loose"). Wall scuff / paint nick. Damaged flooring. Furniture scratch. Plumbing leak you caused (catch + repair + document). Electrical fire (fire dept, evacuation, insurance + investigation). Pest brought in (pest control + apology). Vehicle damage in driveway (insurance claim).
When customer present vs not present
Present: greater scrutiny + rapport; customer answers questions + signs off. Not present (key, lockbox, neighbor): greater liability; document extensively before + after. Vacation rental / Airbnb: discuss with owner before entering.
End-of-job cleanup
Sweep / vacuum work area + walkway: cleanup is not optional.
Wipe surfaces: dust transfers from work area.
Remove all tools + parts: nothing customer must "find" later.
Roll up tarps + drop cloths: take them with you, don't leave in customer's space.
Customer walkthrough: walk through work area + showcase the work; ask if anything missed.
Customer satisfaction + sign-off: form OR app signature.
Schedule follow-up if needed: confirm next visit OR warranty period.
Customer's pets
Acknowledge but don't engage unless customer invites: dogs vary widely in friendliness.
Don't feed treats (some have dietary restrictions OR allergies).
Be careful with doors: pets escape quickly when door opens.
If you fear a pet: ask customer to confine before you start work.
Allergic to pet hair / dander: keep distance; have meds available.
Customer's children
Acknowledge but don't engage extensively unless customer invites: don't give items OR have private conversations.
Don't be in confined spaces alone with child (per company policy + best practice).
Trip hazards: be aware of toys + items on floor.
Customer authority: parent has final say on child behavior.
Common customer property mistakes
Forgetting boot covers (tracks dirt all day). Skipping drop cloths (paint splatter, dust transfer). Skipping pre-work photos (can't prove pre-existing damage). Smelling like cigarette / strong cologne (customer doesn't want it). Music too loud / inappropriate. Phone calls during work (rude). Not asking about pets / kids. Cleanup half-done. Forgetting to remove work zone signs / barricades. Leaving tools / parts behind.
Damage report process
Document immediately: photo damage from multiple angles; note time + cause.
Notify customer: at time of discovery, not waiting until end of job.
Apology + ownership: "I caused this, I'll make it right" - not "it happened" passive.
Repair OR replace OR insurance claim: based on severity + value.
Follow-up: confirm resolution; satisfied customer.
Internal record: report to shop; understand what happened to prevent repeat.
Liability insurance
General liability (GL): covers customer property damage caused by your work. Typical small contractor policy carries a mid-six-figure to low-seven-figure coverage limit, with a modest per-claim deductible.
Inland marine (tools + materials): covers tools + materials in transit + on jobsite.
Auto / commercial vehicle: covers vehicle + drives; some property damage extends from auto policy when vehicle-related.
Pollution coverage: separate; for chemical spills.
Customer claim process: customer reports → you document → insurance investigates → settlement.
Reviews + reputation
Customer experience > work quality (often). Most negative reviews cite:
- Tech didn't wear boot covers
- Tracked dirt inside
- Broke something + didn't acknowledge
- Was rude OR distracted
- Cleanup was poor
Customers often forgive technical issues if customer service excellent; rarely forgive disrespect.
Customer's space respect
Don't open closets / cabinets unless work requires.
Don't browse photos / documents / personal items.
Don't use customer's bathroom unless invited.
Don't take photos of customer's property beyond work area / required documentation.
Smartphone in pocket on silent: not on customer's table.
When customer is upset
Listen actively: don't interrupt; let them vent.
Acknowledge concern: "I understand why you're upset; let me help."
Don't defend yourself: own the issue first; explain after.
Resolve OR escalate: fix on the spot OR call shop to resolve.
Document: written record of complaint + resolution.
Follow-up: ensure customer is satisfied after resolution.
The single most-impactful customer-property habit is the BOOT COVERS-ON BEFORE ENTERING. Yes, even if your work boots look clean. Yes, even on the customer's tile floor that "looks easy to mop". Yes, even for a "quick 5-minute" call. The 5 seconds to step into boot covers communicates respect more than anything else you do - it tells the customer you value their home. The cost is pocket change per pair. The 5-star review payoff is incalculable. Carry a box of disposable boot covers in your truck + use them on every residential call.
References
- Industry best practices (PHCC, ACCA, IICRC)
- General liability insurance carrier guidance
- Customer experience research (J.D. Power service ratings)
- Manuall internal: Tarping + Dust Containment, PPE Selection by Task