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The first week after a customer says yes decides whether the job goes smoothly. Confirm the deal in writing the same day, get the signed agreement, record the customer's details and text consent, collect access and payment information, book the visit, send a prep message, remind them the day before, and check in after the first service. Each step below says who does it and when.
Key takeaways
- Send a written confirmation within the hour. A verbal yes that sits for two days invites doubt.
- Collect everything the crew needs before the visit: address notes, gate codes, pets, parking, payment method and who may authorize changes.
- Record consent for texts and emails at the moment it is given, with the date and the words used.
- Check whether a right-to-cancel notice applies to your sales, and ask your lawyer if you sell at the customer's home.
- End the week with a call or text that asks how the first visit went. Problems found then cost a visit, not a customer.
A customer says yes on the phone, in the driveway or on an emailed estimate. Then nothing happens for two days, the crew shows up at a locked gate, and the customer calls to ask what they agreed to. Almost every early complaint traces back to the first week. This checklist gives you 15 actions between the yes and the end of the first week. Each one names who does it, when, and the usual way it gets skipped. If your steps live in a spreadsheet or someone's head, a custom CRM can run most of them as automatic tasks, and our plain-English CRM explainer shows what that looks like. Print it, put it in your system, and cross out what does not apply to your trade. This is general business information, not legal advice.
1. Send a written confirmation within the hour
Who: office or the salesperson. When: the same day as the yes. Text or email the customer the scope as agreed, the quoted amount, the target date or date range, and one line saying who to contact with questions. Use the customer's own words for what they asked for, such as "clean out and re-seal the front walkway", not a generic service name. How it gets skipped: the yes came verbally, so everyone assumes the quote covers it. A written recap catches misunderstandings while they are still free to fix.
2. Get the agreement signed or the estimate accepted
Who: office. When: within 24 hours. Whether it is a proposal clicked in your software, a signature on a tablet or a reply that says "approved", keep the accepted version attached to the customer record so the crew and the office see the same document. Check that the scope, exclusions and payment terms are on it. How it gets skipped: the customer signed a short paper at the door and nobody scanned it. If you sell at the customer's home, the FTC's Cooling-Off Rule and state laws may require you to hand over notice that the customer can cancel, so confirm with your lawyer.
3. Create the full customer record
Who: office. When: before the job is scheduled. Enter the service address, billing address if different, every phone number, email, the name of anyone else who can approve changes (a spouse, a property manager, a tenant), and the source of the lead. Fill the fields you will want later, such as the home's age or the equipment you are servicing. How it gets skipped: a half-filled record created from a phone call at the truck. Three months later nobody can tell which phone number the customer prefers. Pick a rule that a record is not "booked" until it has an address, a phone and an approver.
4. Record consent for texts and email
Who: whoever takes the yes. When: at the moment of the yes. Ask permission to text about the appointment, then record the date, the channel and the words the customer used. Appointment texts and marketing texts are treated differently under the rules, and consent standards can depend on the kind of message and the state, so read our SMS rules guide before you rely on any one script. For email, the FTC's CAN-SPAM guide covers commercial messages. How it gets skipped: consent is assumed because the customer gave a phone number, and nothing is recorded.
5. Tell the customer if calls are recorded
Who: the person answering the phone, plus a line in your greeting. When: every call. If you record calls for training or disputes, say so at the start. Recording laws vary by state, and some require every party to agree, so check yours with our call recording guide. For a new customer, add a line to the confirmation message that explains how your company handles recordings. How it gets skipped: the recording is switched on by an app or phone system and the notice is never added.
6. Collect the access details the crew will need
Who: office, by phone or a short form. When: within two days of the yes. Ask about gate codes, locked doors, alarms, where to park the truck, pets, whether anyone will be home, and any area that is off limits. Put the answers in the job notes, not only on the customer record, so the crew sees them on their phones. How it gets skipped: the salesperson heard about the dog but never wrote it down, so the crew finds out when it comes through the fence. Use the same form for every new customer so nobody has to remember the questions.
7. Set up payment before the visit
Who: office. When: before the first visit. Agree how the customer will pay: card on file, invoice after the job, deposit up front, or a recurring charge. Tell them in writing when the charge happens and what it will say on their statement. If you add a card surcharge or fee, disclose it in advance in your agreement, because rules on card surcharges vary by state, so check yours. How it gets skipped: the crew finishes the job and the customer says they will mail a check. A payment method on file removes that conversation.
8. Book the first visit and confirm the window
Who: office. When: within a day. Offer two or three real options from the live schedule and give the customer the length of the arrival window, not just a day. Send the calendar details by text and email, and put the visit on the crew's schedule at once. How it gets skipped: the date is discussed on the phone and added to the schedule later, with a different time. A reply of "yes, that works" from the customer is the confirmation to record.
9. Assign a crew or technician and tell the customer who is coming
Who: dispatcher or owner. When: at least two days before the visit. Choose the person based on the job and any customer notes, such as a client who asked for the same technician each visit or a home with a steep driveway for a big truck. Send the customer the first name of the lead and, if your company does this, a photo. A customer who knows who is arriving opens the door more easily. How it gets skipped: the schedule shows "Crew 2" and the customer asks who it is on the morning of the visit.
10. Request the certificate of insurance, vendor forms or building rules
Who: office. When: immediately for commercial customers, property managers and HOAs. These customers often ask for a certificate of insurance, a signed vendor form, or approved hours for deliveries and noisy work, and a building may refuse entry without one. Ask for the building's requirements in writing and request the certificate from your insurance agent early, because some take days. How it gets skipped: the job is booked and the paperwork is requested the day before, so the visit is postponed. Tell your agent who needs to be listed.
11. Check permits, HOA approvals and material lead times
Who: owner or project lead. When: in the first two days. If the job might need a permit, an HOA approval, a utility locate or a special-order material, start the request now. Rules depend on your town, your state and the type of work, so confirm with the local permitting office rather than guessing. Tell the customer what you are waiting on and give a date you will update them. How it gets skipped: everyone assumes the visit date is firm, then a part arrives two weeks late. A short written delay notice is easier to send early than to explain late.
12. Send a "what to expect" message with the prep list
Who: office, ideally automated. When: two days before the visit. List what the customer should do (clear a work area, secure pets, open a gate, move cars), how long the visit will take, who will arrive, what you will need from them on the day, and how to reach you if plans change. Keep it to a few lines in a text and a longer version by email. How it gets skipped: the prep list exists in a template that nobody sends. A message that lands two days ahead leaves time to fix a blocked gate.
13. Send the day-before reminder and the on-the-way text
Who: automated or the dispatcher. When: the afternoon before, and when the crew leaves for the job. The reminder should include the arrival window, the crew lead's name and a way to reschedule. The on-the-way text gives the estimated arrival time. Make both appointment messages short and free of sales wording. How it gets skipped: the dispatcher is busy, so the customer is not home or the gate is locked. A shorter wait and fewer no-shows pay for the few minutes of setup.
14. Send a same-day summary after the first visit
Who: crew lead sends photos and notes, office sends the message. When: the same day. Tell the customer what was done, what was left for next time, anything you noticed that deserves their attention, and the invoice or payment confirmation. Attach two or three before-and-after photos with the permission you have from the customer. How it gets skipped: the crew drives away and the customer has to guess whether the work is complete. A same-day summary prevents "did you finish?" calls and gives you a record if there is a dispute later.
15. Check in on day three to seven, then schedule what is next
Who: owner or office. When: between three and seven days after the visit. Call or text to ask how the work looks now that they have lived with it. Fix anything small right away, and book the next visit or follow-up service while you are talking. If the check-in goes well, ask for a Google review from everyone, the same way every time. Google's contribution policy does not allow incentives such as payment, discounts, free goods or services in exchange for reviews, and does not allow selectively soliciting positive reviews. How it gets skipped: the customer is marked "done" in the system and never contacted again.
Where to start
- Do steps 1, 6 and 12 first. The written confirmation, the access details and the prep message prevent most first-week problems and take no new software.
- Add step 4 the same week. Recording consent when it is given protects you every time you send a text afterward.
- Turn the list into tasks. Copy this list into your scheduling tool or CRM so each step is assigned to a person with a due date relative to the yes.
Frequently asked questions
How soon should I contact a customer after they say yes?
Within the hour, in writing, with the scope and the next step. A short recap by text or email tells the customer you heard them and gives both sides a chance to correct anything while it is still easy.
Do I need a signed contract for small jobs?
Not always, but you need something written that both sides accepted, such as a clicked estimate or a signed work order. Check your state's rules for the job size and trade, and ask a lawyer about the wording.
What if the customer does not answer my onboarding messages?
Try a second channel, such as a call after a text, and note each attempt on the record. If the visit is two days away and you have no reply, call the number twice and hold the slot as long as your schedule allows.
Should onboarding differ for recurring customers?
The first week is the same, and the follow-up matters more. Add a step that sets the standing schedule, notes what the customer wants done every visit and records how to change or pause the plan.
Sources
General information for service-business owners, not legal, tax or financial advice. Rules vary by state; check with a qualified professional for your situation.