Working in Occupied Homes Reference

Why this matters

Most service work happens in homes where someone - owner, family, pets - is present. The experience differs profoundly from unoccupied / new construction work. The tech who navigates an occupied home with respect + skill earns repeat business + referrals. The one who treats it like a job site loses customers. This is the field card.

Arriving at the home

Park appropriately:

• Driveway, NOT the street if possible
• Don't block neighbor's access
• Leave room for customer to exit if needed
• Engine off, no excessive idling
• Wash truck recently (customer first impression)

Pre-knock prep:

• Uniform / branded clothes clean + tucked
• ID visible
• Bag of tools / tablet in hand
• Phone silent (no ringing during conversation)

Knock + announce:

• Clear, audible knock OR ring
• "Hi, I'm [Name] with [Company] - here for your [service]"
• Wait for invitation to enter
• Don't barge in

Customer's first impression

In the first 30 seconds, customer is assessing:

• Are you safe? (Look professional, ID visible)
• Are you competent? (Confident, organized)
• Are you respectful? (Removing shoes if customer does; not stepping past them)
• Are you trustworthy? (Eye contact, friendly)

These judgments are largely complete by the time you reach the work area.

Shoes + floors

Most customers care about floors:

• Carpet (mud, debris)
• Hardwood (scratches)
• Tile (water from boots)

Practical approach:

• Wear clean boots OR shoes
• Carry disposable shoe covers; put on at entrance
• If customer is shoeless: offer to take yours off too
• Walk paths between work area + truck; don't wander

When you absolutely need outdoor footwear:

• "I'll be sure to wipe my feet" / "I'll lay drop cloth"
• Drop cloth from entry to work area for messy work

Pets

Most customer homes have pets:

Dogs:

• Ask how to handle: "Should I greet your dog, OR will you keep them away?"
• Some dogs are friendly; some not
• Don't enter areas the dog claims (their bed, food)
• Never lock dogs in a room without owner's OK (anxiety, mess)

Cats:

• Generally less interactive
• May escape if doors left open; be careful
• Some hide; some watch from a distance

Other pets:

• Birds: don't startle (covered cages may help during loud work)
• Reptiles: usually safe in enclosures
• Aquariums: don't disturb; HVAC work near can stress fish

Customer's pet ground rules:

• Ask before entering pet areas
• Don't feed without permission
• Don't pet aggressive-looking dogs
• Document pets in service notes (helps next tech)

Children

Working with kids present:

• Greet briefly
• Don't get drawn into extended conversation (eats your time)
• Be patient with curiosity (kids ask lots of questions)
• NEVER use profanity (huge red flag for customer)
• Watch for kids near work area / tools
• Don't show kids unsafe items (sharp tools, hot equipment)
• Don't be alone with kids without parent (perception)

If kids touch your tools: politely ask parent to redirect. Don't scold kids directly.

Parents working from home

Increasingly common:

• Office areas (don't barge in)
• Phone calls / video meetings (quiet hours)
• Schedule disruption to deliveries OR work

Ask: "Is anyone working from home today? Any times to avoid making noise?"

Many customers appreciate the consideration.

Customer at home during service

Some customers stay; some leave for work:

Stayed home:

• More interaction needed
• More opportunities to consult, upsell, educate
• More customer "checking in" on you
• Be ready for questions

Left for work:

• Customer trusts you alone in home
• Document everything
• Don't take anything (drinks, snacks) without explicit offer
• Stay in work area
• Don't use customer's bathroom unless asked
• Don't use customer's wifi without asking

Noise + disruption

Communicating noise:

• Before starting: "I'll be making some noise for the next X minutes"
• Tell customer when loud work starts + when it ends
• Apologize for the noise
• For very loud work (jackhammer): warn neighbors if needed

Reducing noise:

• Don't bang tools
• Don't shout to your helper
• Music off OR earbuds (don't fill customer's space with your music)
• Phone calls: outside OR brief

Customer's space + privacy

Stay in your work area:

• Don't wander
• Don't look in drawers / closets unless work requires
• Don't read papers / mail on counter

Bathroom request:

• If you need a bathroom break: ASK
• "Would you mind if I use a restroom?"
• Customer usually says yes; offers guest bathroom
• Don't use master bedroom bathroom

Beverage / food:

• If offered: brief thanks; minimal time
• Don't request
• Bring your own water

Sensitive areas

Some homes have:

Religious items, ancestral altars:

• Don't disturb
• Work around respectfully

Family photos, artwork:

• Don't touch / move unless work requires
• If moving necessary: ask first

Medical equipment:

• Customer may have oxygen, dialysis, IV
• Don't unplug
• Don't move
• Ask about restrictions before working

Firearms:

• Some customers carry OR display
• Stay professional; no comment

Drug paraphernalia (medical OR otherwise):

• Don't comment
• Don't photograph
• Document only if relevant to safety (smell of meth, etc.)

Customer's adult family members

Sometimes other adults present:

• Spouse / partner: equal authority
• Adult child: ask if they're authorized to make decisions
• Elderly parent: respectful + patient

Verify who's the decision-maker before recommending expensive work. Sometimes the homeowner isn't present + adult child can't authorize.

Vulnerable customers

Elderly: slow pace; speak clearly; confirm understanding; don't pressure decisions; family member often welcome; watch for cognitive impairment. Disabled: don't assume capability; ask what's helpful. Recently bereaved / ill: kind + patient; they may forget details. Language barrier: slow + clear; avoid jargon; demonstrate; Google Translate.

Conflict avoidance

Avoid politics, religion, controversial current events. If customer brings up: "I tend to stay out of that on the job" / "I'm focused on getting your [system] back online."

Work that disrupts daily life

Major work (plumbing replacement, HVAC swap, electrical, pest treatment) displaces customer. Pre-arrange: inform when service is unavailable; set duration expectation; offer alternatives (portable AC during AC replacement); confirm customer has essentials. For after-hours / weekend service: minimize noise, avoid extended chat, customer knows premium pricing applies.

If significantly affecting neighbors (driveway parking, loud work): courtesy doorknock to neighbor. Smoking / vaping: outside only, away from doors / windows, on breaks - assume customer not OK with it until told otherwise.

Communicating during work + discoveries

References

• Service Roundtable + Nexstar Network customer experience standards
• NESRA customer service training
• Manuall internal: Customer Property Protocol, Customer Communication Standards