The Unwritten Rules of Onsite Service
The Unwritten Rules of Onsite Service
There’s some stuff they don’t teach you in trade school. It’s the experience you get from being on the job. No, we’re not talking about crawl space work or fixing equipment. We’re talking about the stuff they don’t teach you - like how to handle a barking dog or explain a 3K bill to someone who thought they just had a loose wire.
It’s the moments that happen onsite between pulling into and out of the driveway. It’s the things customers remember longer than the work itself.
Take a seat. Class has begun.
Rule 1: Own The First 30 Seconds
It’s human nature to judge. We guarantee that customers are judging you from the second you pull into the driveway. Not maliciously, but they’re sizing you up before you even knock. How clean is your truck? Are you prepared? Did you show up on time?
Be confident, friendly, and organized. Show up when you say you will, look presentable and be clear about why you’re here and what you’re going to do. Remember - they called you for a reason. Be their super hero.
Rule 2: Never Assume
Everyone runs a different type of house. Just because you wear shoes in your living room, doesn’t mean your customer will. Asking shows understanding and care.
“Mind if I come in?”
“Where should I put my boots?”
“Do you have any pets I should know about?”
Simple questions, but asking shows respect and builds trust.
Rule 3: Wear Your Booties
Booties aren’t the coolest thing ever invented, but they’re there for a reason. Some techs think they’re silly - those techs are wrong. Don’t track mud through the house, take your shoes off or slip some booties on. There’s nothing more professional than a clean floor and workspace.
Rule 4: Explain What You’re Doing
Customers hate being left in the dark, especially if the work has a big price tag. Not sure where to start? Try this basic script:
"Here's what I'm going to do first. I need to check X, then test Y, and if that's the issue, I can usually fix it in about Z minutes. I'll let you know if it's something else before I go further."
Explain the process (but don’t get into the nitty-gritty). If the diagnosis changes, tell them before you start the repair.
Rule 5: Respect Above All
You might show up to homes that aren’t exactly clean. That doesn’t mean you should treat them with any less respect. Don't make comments or jokes about it, not to them, your coworker, or later to the next customer. Your job is to fix the problem, not judge the environment. Be the support they need.
Rule 6: Be Careful of Pets…
Some dogs are friendly. Some dogs are territorial. Some cats will ignore you. Some cats will plot your demise from the top of the fridge. Ask if the customer has pets, if there’s anything you should know, and proceed from there.
Best case scenario is that you have some cuddly dogs to pet!
Rule 7: … And Kids
If there are kids in the house, they’ll probably hide in their bedrooms or follow you around 24/7 ,asking questions. If it's #2, be patient. Kids think your job is cool - remember, you’re the superhero at their door.
Make sure you communicate with the guardian in the home. If anything is a safety issue or if they’re in your way, speak up and be clear. It’s great when kids are excited, but they should never be in danger.
Rule 8: Price Confidently
Talking about money can be awkward. You know your services and how much fixes will cost - but a mumbled price won’t win your customer's confidence.
Look them in the eye. Explain what's wrong. Tell them what it'll take to fix it. Give them the price.
Don't apologize for your pricing or immediately offer a discount. Your work is worth something. If they need time to think or process, give it to them. If they want to discuss options, discuss options, but never undersell your work because you’re uncomfortable talking about money.
Rule 9: When Things Go Wrong, Own It
Stuff happens. It’s life. What’s important is that you own it immediately.
"Hey, I need to let you know—I just [thing that happened]. Here's how I'm going to fix it."
Fix it. Apologize if appropriate. Move on. Your integrity matters more than your perfection.
Rule 10: Own The Last 30 Seconds
A great goodbye means just as much as a great first impression. Don’t just sulk out of the house. Do a quick walkthrough, answer any final questions, and reassure them of your contact information if they need anything else or if the problem arises again.
Most importantly, thank them. Many customers need to take time out of work to stay home for repairs. They’ve trusted you to show up on time and do the job professionally.
Remember, onsite service is more about service than work. It’s all about how you show up, communicate, respect the space, and build trust. These 10 rules will set you up with customers for life.