In field service, the quality of the job is only half the equation. The other half? Communication.
Clients don’t want to be left wondering:
Who is coming?
When will they arrive?
What was actually done?
By building transparent, timely communication into every step of your service process, you can strengthen trust, reduce complaints, and boost long-term loyalty.
1. Send Automatic Job Confirmations
As soon as a task is scheduled, let the client know:
What the task is
Who will perform it (with name & photo if possible)
When to expect arrival
Any instructions or required prep
This simple message removes uncertainty and sets a professional tone.
2. Share Real-Time Technician Status
With tools like Serfy, clients can see:
Technician en route
Arrival estimated time
Live task progress
Task completed status
This visibility makes clients feel in control — even when they aren’t on site.
3. Use Visual Proof to Show Work Done
After a job is complete, send:
Before/after photos
Notes about what was done
Materials used
Confirmation of client signature or acceptance
This prevents misunderstandings like “nothing was fixed” or “we didn’t authorize that.”
4. Respond Quickly to Questions or Concerns
If a client replies with a question or issue, don’t delay. Even if the solution takes time, a fast response like “We’re looking into it now — thanks for flagging it” shows that you care.
Automated routing of messages to the right person helps avoid lost or delayed replies.
5. Follow Up After the Task
A short automated message like:
“Thanks for trusting us! Your task is now complete. Let us know if you have any feedback.”
This leaves the door open for continued service — and sometimes uncovers hidden issues you can solve proactively.