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Update Customer Details

Difficulty:beginner

Learn how to edit customer information when details change or you need to add more info.

When You'd Update a Customer

  • Customer moved to a new address
  • Phone number changed
  • Email address changed
  • Customer got married (name change)
  • Adding equipment information after first visit
  • Updating communication preferences
  • Adding access notes after technician feedback
  • Correcting a typo or error

How to Update Customer Info

Step 1: Find the Customer

Option A: From Customers Page

  1. Navigate to Customers
  2. Search for the customer
  3. Click their name to open profile

Option B: From a Job

  1. Open any job for that customer
  2. Click the customer's name (blue link)
  3. Profile opens

Option C: Quick Search

  1. Press / to open global search
  2. Type customer name
  3. Click result to open profile

Step 2: Click Edit

  1. On customer profile page
  2. Look for Edit button (top-right)
  3. Click it
  4. Edit mode activates (fields become editable)

Step 3: Update the Information

Name:

  • Click name field
  • Update first or last name
  • Press Enter or click outside to save

Phone:

  • Click phone field
  • Enter new number (auto-formats as you type)
  • Can add multiple numbers (click + Add Phone)

Email:

  • Click email field
  • Enter new email
  • Must be unique (no two customers same email)

Address:

  • Click address field
  • Start typing new address
  • Select from autocomplete dropdown
  • Or click Use Map to drop pin

Step 4: Save Changes

Desktop:

  1. After editing, click Save (top-right)
  2. Or press Cmd+S (Mac) / Ctrl+S (Windows)
  3. Confirmation message appears

Auto-save:

  • Some fields auto-save when you click outside them
  • Look for green checkmark (✓) = saved
  • Red indicator (✗) = not saved yet

Common Updates

Updating Phone Numbers

Scenario: Customer got a new cell phone

Steps:

  1. Open customer profile → Edit
  2. Click phone field
  3. Option 1: Replace existing number
  4. Option 2: Add new number (click + Add Phone)
    • Mark which is primary
    • Keep old number as backup

Best practice: Add new number, mark as primary, keep old for 30 days

Updating Address

Scenario: Customer moved to new house

Steps:

  1. Open customer profile → Edit
  2. Click Service Address
  3. Option 1: Edit existing address
    • Type new address
    • Select from autocomplete
  4. Option 2: Add new location
    • Click + Add Location
    • Enter new address
    • Select which is primary

Important:

  • If they moved permanently, update primary address
  • If it's a second property, add as additional location
  • Past jobs keep old address (historical record)

Updating Email

Scenario: Customer changed email or you had wrong one

Steps:

  1. Open customer profile → Edit
  2. Click email field
  3. Delete old email
  4. Type new email
  5. Click Save

System checks:

  • ✅ Valid email format (must have @)

  • ✅ Not already used by another customer

  • ❌ If duplicate: Shows error "Email already in use"

Changing Customer Name

Scenario: Customer got married or business renamed

Steps:

  1. Open customer profile → Edit
  2. Update name field
  3. Optional: Add old name to Notes
    • Example: "Previously: Sarah Miller"
    • Helps you remember when searching

What happens:

  • Name updates everywhere (future jobs, invoices)
  • Past invoices keep old name (historical)
  • Job history stays with customer

Adding Equipment Information

Scenario: After first service, you know what AC/furnace they have

Steps:

  1. Open customer profile → Edit
  2. Scroll to Equipment section
  3. Click + Add Equipment
  4. Fill in:
    • Type (AC, Furnace, Heat Pump, etc.)
    • Brand (Carrier, Trane, Lennox, etc.)
    • Model number
    • Serial number
    • Installation date
    • Location (Attic, Basement, Closet)

Why this matters:

  • Technician knows what parts to bring
  • Warranty tracking
  • Maintenance reminders
  • Better estimates for repairs

Example:

Equipment: Central Air Conditioner
Brand: Carrier
Model: 24ANB6
Serial: 1234ABC567
Installed: June 2020
Location: Backyard (west side)
Notes: Replaced old unit, 3-year warranty

Adding Access Notes

Scenario: Technician reports special access requirements

Steps:

  1. Open customer profile → Edit
  2. Scroll to Service Notes section
  3. Add notes like:
    • Gate codes
    • Lockbox combinations
    • Pet information
    • Parking instructions
    • Best entrance to use

Real examples:

Notes:
- Gate code: 1234# (opens west gate)
- Large dog (friendly), customer puts in garage
- Park in driveway, not street (HOA rules)
- Ring doorbell twice, main bell is broken
- AC unit in backyard, go around left side

Bulk Updates

When You'd Need This

  • Phone area code changed for entire region
  • Update all customers in a ZIP code
  • Mark customers as inactive in bulk
  • Change customer type for multiple customers

How to Bulk Update

Step 1: Filter Customers

  1. Navigate to Customers
  2. Click Filter
  3. Select criteria (e.g., ZIP code 62701)
  4. Click Apply

Step 2: Select Customers

  1. Check box next to customer names
  2. Or click Select All (selects all filtered)

Step 3: Choose Bulk Action

  1. Click Actions dropdown (top)
  2. Options:
    • Update Customer Type
    • Add Tag
    • Mark Inactive
    • Export to CSV
    • Send Email

Step 4: Apply Changes

  1. Select action
  2. Enter new value (if needed)
  3. Click Apply to X Customers
  4. Confirm changes

Updating from Mobile

Mobile App Editing

Step 1: Open Customer

  1. Tap Customers → Find customer
  2. Tap to open profile

Step 2: Tap Edit Icon

  1. Look for pencil icon (✏️) top-right
  2. Tap it
  3. Fields become editable

Step 3: Update Info

  • Tap any field to edit
  • Use keyboard or voice input
  • Tap Done when finished

Quick edits:

  • Tap phone number → Call or Edit
  • Tap address → Get Directions or Edit
  • Tap email → Send Email or Edit

Tracking Changes

Change History

View what changed and when:

  1. Open customer profile
  2. Scroll to bottom
  3. Click History tab
  4. Shows:
    • What changed (field name)
    • Old value → New value
    • Who made the change
    • Date/time of change

Example:

Jan 15, 2026 - 2:30 PM - Updated by John (Owner)
• Phone: (555) 123-4567 → (555) 987-6543

Jan 10, 2026 - 9:15 AM - Updated by Sarah (Admin)
• Email: [email protected] → [email protected]

Why this matters:

  • Audit trail for compliance
  • Resolve disputes ("You called the wrong number!" - check history)
  • Track who made errors

A: Not automatically, but:

  • Open History tab
  • See old value
  • Edit field back to old value
  • Click Save

Q: What happens to scheduled jobs if I change the address?
A:

  • Existing jobs keep old address (already scheduled)
  • New jobs use new address
  • You can manually update address on specific jobs

Q: Can technicians update customer info?
A:

  • Technicians can add notes to jobs
  • They cannot edit customer profiles (Owner/Admin only)
  • This prevents accidental changes

Q: What if I need to merge two customer profiles?
A:

  • Navigate to Customers → Tools → Merge Duplicates
  • Select the two customers
  • Choose which info to keep
  • System combines job history

Q: Can customers update their own information?
A:

  • If Customer Portal is enabled: Yes
  • They can update: Phone, Email, Communication Preferences
  • They cannot change: Name, Service Address (prevents fraud)

Best Practices

1. Update Immediately When You Learn New Info

  • Customer mentions moving? Update address right away
  • New phone? Update while on the call
  • Don't rely on memory later

2. Always Verify with Customer

  • Read back new email address
  • Confirm new phone number
  • Verify address is correct

3. Add Context to Notes

  • When updating, add why in notes
  • Example: "New phone as of Jan 2026"
  • Helps future you understand

4. Keep Old Contact Info for 30 Days

  • Add new number as primary
  • Keep old as secondary
  • Customer might still use old number temporarily

5. Document Equipment Thoroughly

  • Brand, model, serial number
  • Installation date
  • Warranty expiration
  • Makes future service faster

Troubleshooting

Issue: "Email already in use"
Solution:

  • This email belongs to another customer
  • Check if it's a duplicate (same person, two profiles)
  • Use Merge Duplicates if it's the same person
  • Or customer must use different email

Issue: "Can't save changes"
Solution:

  • Check required fields are filled
  • Look for red error messages under fields
  • Ensure email is valid format
  • Phone must be 10 digits

Issue: "Changes not showing on mobile"
Solution:

  • Pull down to refresh mobile app
  • Changes sync within 5 seconds usually
  • Check internet connection

Issue: "Accidentally deleted customer notes"
Solution:

  • Check History tab
  • Find last version with notes
  • Copy old notes back to Notes field

Need More Help?

Related Guides

Add Customer

Find Customer

Communication Preferences

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