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Add a New Customer

Difficulty:beginner

Learn how to create a customer profile when someone new calls requesting service.

When You'd Do This

  • New customer calls requesting service
  • Walk-in customer at your office
  • Online lead from your website
  • Referral from existing customer
  • Property manager adds new rental property

How to Add a Customer

Step 1: Start from the Right Place

You have three ways to add a customer:

Option A: From Customers Page

  1. Click Customers in navigation
  2. Click blue + New Customer button (top-right)

Option B: While Scheduling a Job

  1. Start creating a new job
  2. In the Customer field, click + New Customer
  3. Add customer, then continue with job

Option C: From Dashboard

  1. Dashboard → Recent Customers widget
  2. Click Add Customer link

Step 2: Enter Basic Information

Required Fields (minimum to save):

  • Name: First and last name
    • Example: "Sarah Johnson" or "Bob's Restaurant"

Recommended Fields:

  • Phone: Primary contact number
    • Format: (555) 123-4567 (auto-formatted)
    • Used for calls, texts, and caller ID lookup
  • Email: Email address
    • Used for invoices, confirmations, receipts
    • Must be unique (one email = one customer)

Real Example:

Name: Sarah Johnson
Phone: (555) 234-5678
Email: [email protected]

Step 3: Add Service Address

Why address matters:

  • Technicians need it for GPS navigation
  • Shows on job map view
  • Used for route planning
  • Enables "nearby customers" feature

How to Enter:

Option 1: Type Address

  1. Click Service Address field
  2. Start typing street address
  3. Google Maps autocomplete appears
  4. Click the correct address
  5. System fills in: Street, City, State, ZIP

Option 2: Drop a Pin

  1. Click Use Map button
  2. Map opens showing your area
  3. Search or drag map to location
  4. Drop pin on customer's property
  5. Address auto-fills from pin

Real Example:

Service Address: 123 Main St
City: Springfield
State: IL
ZIP: 62701

What if customer has multiple locations?

  • Enter primary/main location now
  • After saving, click Add Location to add more
  • Each location can have its own service history

Step 4: Add Communication Preferences

How does the customer prefer to be contacted?

Options:

  • 📧 Email: Send invoices, confirmations, reminders by email
  • 📱 Phone: Call for urgent matters, confirmations
  • 💬 Text: SMS updates about appointments, technician on the way

Why this matters:

  • Respects customer's communication style
  • Increases response rates
  • Reduces missed appointments

Example scenarios:

  • Busy professional: Prefers email (can read at their convenience)
  • Elderly homeowner: Prefers phone calls (may not check email)
  • Property manager: Prefers text (quick updates on multiple properties)

How to set:

  1. Check all that apply (can select multiple)
  2. Choose Primary Method (what you try first)

Step 5: Add Customer Type (Optional)

Why categorize customers?

  • Filter lists (e.g., "Show all property managers")
  • Apply different pricing
  • Track business vs residential
  • Generate reports by type

Common Types:

  • Residential: Homeowners, renters
  • Commercial: Businesses, restaurants, stores
  • Property Management: Landlords, management companies
  • Builder/Contractor: New construction, renovations

Real example:

Customer: Bob's Restaurant
Type: Commercial
Address: 456 Oak Ave, Springfield IL
Notes: After-hours service only (closed Mondays)

Step 6: Add Notes (Optional but Useful)

What to include:

  • Access instructions (e.g., "Gate code: 1234")
  • Pet information (e.g., "Two large dogs, put in backyard")
  • Equipment details (e.g., "2019 Carrier AC, serial #12345")
  • Billing notes (e.g., "Invoice to property manager, not tenant")
  • Special requests (e.g., "Call before arriving")

Real examples:

Notes:
- Gate code 1234 for entry
- Ring doorbell twice (doorbell is quiet)
- Work history: Installed AC in 2020
- Contact property manager for payment

Step 7: Save the Customer

  1. Review all fields (required fields have asterisks *)
  2. Click blue Save Customer button
  3. Confirmation message appears
  4. Customer is now in your system

What happens next:

  • ✅ Customer appears in Customers list
  • ✅ Available when scheduling jobs
  • ✅ Searchable by name, phone, email, address
  • ✅ Has unique customer profile page

After Adding a Customer

View Customer Profile

  1. Navigate to Customers
  2. Find the customer (search or scroll)
  3. Click their name
  4. Profile page shows:
    • Contact info
    • Service address(es)
    • Job history (once they have jobs)
    • Invoice history
    • Total lifetime value

Schedule Their First Job

If they called requesting service:

  1. From customer profile, click Schedule Job
  2. System pre-fills customer info
  3. Choose date, time, service type
  4. Assign technician
  5. Save job

See full guide: Book Appointment

Add Additional Information Later

You can always add more details:

  1. Open customer profile
  2. Click Edit button
  3. Add:
    • Additional phone numbers
    • Additional email addresses
    • Additional service locations
    • Equipment list
    • Payment method
    • Billing contact (if different than customer)

Adding Customers in Bulk

When You'd Need This

  • Imported customer list from another system
  • Property manager with 50+ rental units
  • Purchased another HVAC company's customer list

How to Import

  1. Navigate to Customers → Import
  2. Download CSV template
  3. Fill in Excel/Google Sheets:
    • Required: Name, Phone
    • Optional: Email, Address, Notes
  4. Save as CSV
  5. Upload CSV file
  6. Review preview (shows errors)
  7. Click Import X Customers

Validation:

  • Duplicate phone numbers flagged
  • Invalid emails highlighted
  • Missing required fields shown

A: System shows warning: "Customer with this phone/email already exists." Click the warning to open existing profile.

Q: Can I add a customer without an address?
A: Yes, but you'll need to add it before scheduling a service call. Technicians need the address for navigation.

Q: What if customer has multiple properties?
A: Add all properties as separate addresses on their profile. When scheduling, choose which address.

Q: Should I add renters or the landlord?
A: Add the landlord as the customer. Add renter info in Notes if needed. Invoice goes to landlord (they're paying).

Q: What if customer refuses to give email?
A: That's okay - email is optional. Use phone for communication. Note their preference.

Q: Can I merge duplicate customers?
A: Yes! Settings → Data Management → Merge Duplicates. Combines job history from both profiles.

Best Practices

1. Get Essential Info First

  • Name + Phone = minimum
  • Address needed before scheduling
  • Everything else can be added later

2. Ask Communication Preference

  • "What's the best way to reach you?"
  • Set it during first call
  • Saves time later

3. Add Notes During Call

  • "Any pets we should know about?"
  • "Any special access instructions?"
  • "Anything else you'd like us to know?"

4. Verify Email Carefully

  • Read it back to them
  • Check for common typos (.con instead of .com)
  • Invoices go here - must be correct

5. Add Equipment Info Early

  • Ask about AC/furnace age
  • Note brand and model if known
  • Saves tech time on-site

Troubleshooting

Issue: "Email already in use"
Solution: This email belongs to another customer. Either:

  • Use a different email
  • Customer might already exist (search by name/phone)
  • Contact support if you're certain it's a new customer

Issue: "Phone number invalid"
Solution: Use format: (555) 123-4567 or 555-123-4567. Must be 10 digits.

Issue: "Address not found"
Solution: Try different formats:

  • Full address: "123 Main Street"
  • Just street + city: "123 Main St Springfield"
  • Use map pin if autocomplete fails

Issue: "Can't save - required field missing"
Solution: Fill in all fields marked with * (asterisk). At minimum: Name is required.

Need More Help?

Related Guides

Find Customer

Update Details

Communication Preferences

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