The customer record

The page for one customer, top to bottom: details, their page link, the agreement, each property and its service, history and mail.

Last updated

What it is#

The customer record is the one page that holds everything about a customer. Every button on it shows a short note on what it does when you hover over it, or press and hold on a phone.

From the top, the record shows:

  • All customers to go back, the customer's name, and a badge if they are archived or ended.
  • Any quotes waiting for the customer's answer.
  • Customer since the date, or Lead since for someone who has not become a customer yet.
  • A phone link and Send an email, which opens a new email over the page.
  • The Customer page card, with the link to the customer's own page.
  • The Customer card, with their details.
  • The Agreement card. It is hidden for a lead.
  • Properties, one card per address, with Download all visit history.
  • The emails you have sent to and received from the customer.
  • The last card, Archive or delete this customer.

When to use it#

Use it to change a customer's details, check what is planned for them, send them their page link, change a service or price, and pause or end work.

How to do it#

  1. Press Customers in the menu and open the customer.
  2. In the Customer card, change their details: name, Email, Phone, Billing email if invoices go to a different address, Accounting reference, and Notes (private to you).
  3. Set the email switches: Send visit emails to this customer and Send marketing emails to this customer (offers and news). Under each, the record shows who last changed it and when, for example turned off by the customer on a date.
  4. If you are VAT registered, tick VAT exempt for a customer who pays no VAT.
  5. Press Save details.
  6. On a property card, change the service, price or access, and press Save property. Use the Add menu to add work at that address, and the Property menu to pause or end it.
  7. To end the customer, open the Customer menu on the Customer card and choose End customer.

What your customer sees#

Nothing, until you send something. Saving details sends no email. The customer is emailed when you send their page link, send an agreement, or tick an email when you pause, end or change their work.

What happens next#

Changes to a service or price are planned into the diary. A price change asks When does this price take effect? and is saved to the price history. A change to visit length asks From which date does the new length apply?

If the customer turns visit emails off from their own page, you are told, and the switch on the record shows the change.

Good to know#

  • If the customer has a signed agreement, the service's price fields are read only. Use Change this service, and the customer is sent an update to accept.
  • A property's settled routine shows under Customer preferences and placement, naming the team member and days it has settled on.
  • Changes the customer makes to access instructions show on the property card as Changed by the customer.
  • Ended properties are hidden until you show them.
  • Each property's visit history is collapsed at the foot of its card. One-off jobs there have Book again.
  • In automatic mode ("Let the diary plan itself") and self mode ("I place visits myself") the record is the same, apart from the line under the days and team member rows.

Not what you needed? Contact us and say what you were trying to do.