Add Notes to a Job

Learn when and how to document service details, customer interactions, and follow-up items with job notes.

Why Add Notes

Protects You:

• Documents what was said/done
• Defends against misunderstandings
• Proves customer approved changes
• Records declined services

Helps Your Team:

• Other techs see prior issues
• Office knows job status
• Future visits reference history
• Troubleshooting patterns emerge

Improves Service:

• Remember customer preferences
• Track recurring problems
• Plan follow-up work
• Build customer relationships

Types of Notes

1. Work Summary Notes

What was done:

"Replaced AC capacitor (25 MFD 440V). System now
running with correct pressures: 122 psi low side,
350 psi high side. Customer satisfied with cooling."

Include:

• Parts replaced (specific models)
• Repairs made
• Tests performed
• Results/outcome

2. Issues Found Notes

Problems discovered:

"Customer called for no cooling. Found:
1. Capacitor bulging - replaced
2. Dirty air filter - replaced
3. Low refrigerant - recharged 2 lbs R-410A
4. Coils dirty - quoted cleaning for next visit"

Document:

• Original complaint
• Diagnosis process
• All issues found (even if not fixed today)
• What was fixed vs. quoted

3. Customer Decision Notes

Customer declined work:

"Customer declined coil cleaning ($275).
Said they'll 'think about it and call back.'
No follow-up requested at this time."

Important for:

• Protects you if problem worsens
• Shows you recommended proper service
• Tracks lost revenue
• Helps sales follow-up

4. Access & Safety Notes

Site-specific details:

"Access: Gate code #1234. Dog in backyard (friendly
but barks). AC unit behind garage, need ladder. Attic
access very tight - 90°F inside. Customer requests
text 30 min before arrival, doesn't answer phone."

Include:

• Access codes, keys
• Pet warnings
• Safety concerns
• Arrival preferences
• Parking instructions

5. Follow-Up Reminders

Future work needed:

"Temporary repair - bypassed faulty thermostat wire.
MUST RETURN within 1 week to run new wire properly.
Customer agreed to follow-up appointment. Set
reminder to call customer Friday to schedule."

For:

• Return visits needed
• Waiting on parts
• Seasonal recommendations
• Warranty follow-ups

How to Add Notes (Mobile)

Quick Notes Field

From job details:

1. Open job in app
2. Find Notes section
3. Tap Quick Note field
4. Type brief note (up to 500 characters)
5. Tap Save

Best for:

• Short updates
• While on site
• Status changes
• Quick reminders

Detailed Notes Section

For longer documentation:

1. Open job
2. Scroll to Notes section
3. Tap + Add Note
4. Select note type:
   • Work Summary
   • Customer Interaction
   • Safety/Access
   • Follow-Up Required
   • Internal Only
5. Type detailed note (no limit)
6. Tap Save

Voice-to-Text (Mobile)

Hands-free note entry:

1. Tap note field
2. Tap microphone icon on keyboard
3. Speak your note clearly
4. System transcribes to text
5. Review and edit
6. Tap Save

Best for:

• Long notes while driving
• Dictating immediately after leaving site
• Recording while memory is fresh

Tips:

• Find quiet location (not in truck)
• Speak clearly
• Use punctuation words: "period", "comma", "new line"
• Review before saving (speech recognition isn't perfect)

Note Visibility Settings

Internal Notes (Private)

Only your team sees:

• Technician observations
• Office reminders
• Payment concerns
• Customer personality notes

Example:

Internal Note:
"Customer very particular. Double-check all work
before showing them. Last tech got complaint about
'messy workspace' - clean up thoroughly."

How to mark internal:

• Check box: "Internal Only"
• Shows 🔒 lock icon
• Customer never sees in portal

Customer-Visible Notes

Appear on invoice and portal:

• Work performed summary
• Parts replaced
• Recommendations
• Warranty information

Example:

Customer Note:
"Replaced AC capacitor. System tested and running
properly. Recommend scheduling annual maintenance
in Spring to prevent future issues."

How to mark customer-visible:

• Check box: "Include on Invoice"
• Shows 👁️ eye icon
• Printed on invoice PDF
• Visible in customer portal

When to Add Notes

Before Starting Work

Document site conditions:

"Arrived 9:00 AM. Customer home, access granted.
AC unit located in backyard, clear access. Customer
reports no cooling for 2 days."

During Diagnosis

Record findings as you discover:

"9:15 AM - Checked thermostat: set to 68, showing 78.
9:20 AM - Outdoor unit running, very hot to touch.
9:25 AM - Capacitor tested: reading 18 MFD, should be 25.
9:30 AM - Diagnosis: Failed capacitor causing low cooling."

Benefits:

• Timeline if customer questions time
• Shows thorough diagnosis
• Training for newer techs

After Customer Conversations

Document all discussions immediately:

"9:35 AM - Showed customer failed capacitor (bulging top).
Customer asked cost: Quoted $185 parts+labor. Customer
approved repair. Showed customer dirty air filter, replaced
complimentary. Customer mentioned noise from outdoor unit -
monitored, seems normal. Will watch on next visit."

Why critical:

• Proves customer approved
• Tracks verbal quotes
• Documents complaints
• Records promises made

Before Leaving Site

Final summary:

"Work completed 11:30 AM. Capacitor replaced, system tested.
Pressures good (122/350), temperature drop 18°F. Customer
satisfied, system cooling well. Area cleaned up. Collected
payment: $185 cash. Recommended annual maintenance."

Note Templates (Time Savers)

Create reusable templates:

Template 1: Standard Completion

"Completed [service type]. Replaced [parts]. System tested
and running properly. Customer satisfied. Recommended
[future service]."

Use for: Most routine jobs

Template 2: Diagnostic No Repair

"Diagnosed issue: [problem found]. Quoted customer $[amount]
for repair. Customer [approved/declined/will call back].
[Follow-up action]."

Use for: When customer needs to think about it

Template 3: Waiting on Parts

"Diagnosed issue: [problem]. Part needed: [specific part].
Ordered from [supplier], ETA [date]. Customer notified.
Will schedule return visit when part arrives."

Use for: Return visits needed

Template 4: Maintenance Visit

"Annual maintenance completed:
- Cleaned coils
- Checked refrigerant: [pressures]
- Replaced air filter
- Tested all functions
System running efficiently. Next service due: [date]"

Use for: Routine maintenance

Creating Custom Templates

In app:

1. Settings → Notes → Templates
2. Tap + New Template
3. Name: "Standard Completion"
4. Type template text
5. Use placeholders: [part], [amount], [date]
6. Save

Using templates:

1. Add Note → Select Template
2. Choose from your saved templates
3. Fill in placeholders
4. Edit as needed
5. Save

Best Note-Taking Practices

1. Be Specific

❌ Vague:

"Fixed AC"

- ✅ Specific:

"Replaced failed AC capacitor (25 MFD 440V dual run).
System now cooling properly with pressures 122/350 psi."

2. Include Times

When it matters:

• Arrival/departure (for billing accuracy)
• When issues were found
• When customer approved work
• When you tried calling customer

Example:

"Arrived 9:00 AM. Customer not home - called at 9:05,
no answer. Called office at 9:10, they contacted customer.
Customer arrived 9:30, work started 9:35."

3. Use Measurements

Include actual numbers:

"Pressures before: 95/280 (low refrigerant)
Added 2.5 lbs R-410A
Pressures after: 122/350 (manufacturer spec)"

Not just:

"Recharged system"

4. Document Customer Quotes

What was said:

Customer: "The last guy said this would last 10 years."

Note: "Customer believes prior tech said compressor would
last 10 years. Compressor installed 2018, now 2026 (8 years).
Compressor failed. Explained that 10-15 years is average
lifespan, and 8 years is within normal failure range."

Protects you from: "But the other tech said..."

5. Note Customer Mood/Situation

Helpful context:

"Customer very stressed - just moved in, limited budget.
Offered payment plan but customer wants to pay cash to
avoid financing. Waived trip charge as courtesy. Customer
very grateful, promised to leave 5-star review."

Helps office:

• Understand customer situation
• Build relationships
• Handle follow-up appropriately

Notes for Different Situations

Scenario 1: Customer Not Home

"Scheduled 10 AM, customer not home. Knocked and rang
doorbell - no answer. Called customer 10:05 - voicemail.
Called office 10:10 - they're trying to reach customer.
Waited until 10:30, no response. Left door hanger note
with contact info. Rescheduling required."

Scenario 2: Additional Work Found

"Called for no heat. Found:
1. Thermostat dead batteries - replaced
2. Air filter completely clogged - replaced
3. Flame sensor dirty - cleaned
4. Heat exchanger showing cracks - SAFETY CONCERN

Explained to customer: System running now but heat
exchanger is dangerous (carbon monoxide risk). Strongly
recommended shutting system down until replaced. Customer
understands risk but wants to 'get through winter.'

Red-tagged system per code. Customer signed waiver
acknowledging risk. Recommended replacement quote: $4,500.
Customer will decide after holidays."

Why detailed note:

• Documents safety hazard found
• Proves you warned customer
• Shows you followed code
• Protects you legally

Scenario 3: Warranty Work

"Compressor failed - only 2 years old. Checked warranty:
Still under manufacturer 5-year warranty.

Serial Number: ABC123456
Install Date: March 15, 2024
Warranty Expires: March 15, 2029

Called manufacturer (800-555-0100) - spoke with agent
'Tom' - case #WC-2026-001. Approved warranty replacement.
Part ships in 3-5 days. Customer only pays labor ($350).

Will return when part arrives to install."

Editing Notes

Can you edit after saving?

Yes, but:

• Original note preserved (timestamp)
• "Edited" label shows
• Edit history tracked

How to edit:

1. Open job
2. Find note
3. Tap Edit (pencil icon)
4. Make changes
5. Save

Shows:

"Replaced capacitor..." [Edited Jan 16, 2:45 PM]

Why it matters:

• Audit trail preserved
• Can't "cover up" mistakes
• Shows when information changed

Searching Notes

Find old information:

1. Go to Customers page
2. Search customer name
3. Click Service History
4. All job notes show chronologically
5. Use keyword search: "capacitor"

Or:

1. Reports → Service History Report
2. Filter by date range
3. Search keywords
4. Export to PDF

A: Yes:

• Owners/Admins: See all notes
• Other Techs: See notes on jobs they open
• Mark "Internal Only" if sensitive

Q: Do customers see my notes?
A: Only if:

• You check "Include on Invoice"
• Or marked "Customer-Visible"
• Internal notes never visible

Q: How long are notes kept?
A:

• Forever (as long as account active)
• Attached to job record permanently
• Searchable in service history

Q: Can I add notes to completed jobs?
A:

• Yes! Open job, add note anytime
• Useful for follow-up information
• "Update: Customer called, issue resolved"

Q: What if I forget to add notes?
A:

• Add them when you remember
• Note will be timestamped when added
• Can add note: "Forgot to document: [details]"

Troubleshooting

Issue: "Note didn't save"
Solution:

• Check internet connection
• Note saves when back online
• Don't close app before it saves
• Look for sync icon

Issue: "Can't find note I added yesterday"
Solution:

• Check correct job (verify date/customer)
• Scroll through Notes section
• Use search in job
• May be marked Internal (check filter)

Issue: "Voice-to-text isn't working"
Solution:

• Check microphone permission (Settings → Crewdex → Microphone)
• Ensure not in silent mode
• Speak clearly, not too fast
• Check for app updates

Best Practices Summary

- ✅ DO:

• Add notes immediately (memory fades)
• Be specific with details
• Document customer conversations
• Include measurements and tests
• Note safety concerns clearly
• Use templates for common scenarios
• Mark sensitive notes "Internal Only"

❌ DON'T:

• Use abbreviations customer won't understand
• Write unprofessional comments
• Forget to note declined services
• Skip notes on "quick jobs"
• Assume you'll remember details later
• Include customer's personal/private info

Pro Tips

1. Note as you go:

• Don't wait until leaving site
• Add quick notes during job
• Expand details before completing

2. Use photos + notes together:

• Note: "Capacitor bulging - see photo"
• Note: "Pressures: 122/350 - see gauge photo"

3. Future-you will thank you:

• Return visit? Your notes help immensely
• "Oh yeah, customer has dog - I noted that"
• "I see I replaced that part 6 months ago"

4. Protect yourself:

• Customer dispute: Your notes are evidence
• "Customer approved $185 repair at 9:30 AM"
• Timestamped, can't be altered

Related Tasks

• Log Materials - Document parts with notes
• Add Photos - Photos + notes = complete record
• Complete Job - Notes required before completing
• Find Customer - Search past notes

Need More Help?

• Video: Watch: Effective Job Documentation
• Role Guide: Technician's Guide
• Contact Support: [email protected]