Who this is for: Business owners and office staff managing customer relationships
Time to learn: 8 minutes
What you'll master: Add customers, manage contacts, track communication preferences, view service history
Why Customer Management Matters
Your customer database is the foundation of your business. Every job, quote, and invoice starts with a customer record. Accurate contact information ensures:
- Service requests reach the right person
- Invoices get paid on time
- Follow-ups happen when customers prefer
- Service history stays organized
Real example: You get a call from Mrs. Johnson about her AC not working. Having her complete record (address, phone, email, past services) lets you schedule a technician immediately and reference what you installed 2 years ago.
Adding a New Customer
Step 1: Navigate to Customers
Desktop:
- Click Customers in the left sidebar
- Click the blue + Add Customer button (top right)
Mobile:
- Tap More (bottom navigation)
- Tap Customers
- Tap the blue + button (bottom right)
Step 2: Enter Contact Information
Required fields:
- Full Name: Customer's name (e.g., "Sarah Johnson")
- Phone: Primary contact number (formatted automatically:
(555) 123-4567)
Optional but recommended:
- Email: For sending invoices and appointment reminders
- Communication Preference:
- Email: Customer prefers email for updates
- Phone: Customer prefers calls/texts
- Portal: Customer uses online portal (requires email)
Step 3: Add Service Address
Address fields:
- Street Address: Where service will be performed
- City, State, ZIP: Auto-completes from street address
- Address Notes: Gate codes, parking instructions, special access details
Street: 1234 Oak Street
City: Austin
State: TX
ZIP: 78701
Notes: Gate code 1234. Ring doorbell on left side. Dog in backyard (friendly).
- Which technician to assign (based on coverage area)
- Drive time estimates for scheduling
- Map pin location for route optimization
Step 4: Add Additional Details (Optional)
Business customers:
- Company Name: Business name for invoicing
- Tax ID: For commercial invoice requirements
Notes section:
- System details (furnace model, AC unit installed)
- Customer preferences (call before arrival, specific technician requests)
- Historical context (VIP customer, payment terms agreed)
Step 5: Save Customer
Click Save Customer (desktop) or tap Save (mobile).
Success confirmation: Green toast appears: "Customer added successfully"
What happens next:
- Customer appears in customer list
- Available for job scheduling immediately
- Can create service requests from portal (if email provided)
- Receives invoice emails (if email provided + preference set)
Editing Customer Information
Why you'd edit: Phone number changes, new email, moved to new address, communication preference update.
Quick Edit (from List)
Desktop:
- Navigate to Customers
- Find customer in list
- Click Edit icon (pencil) on right side
- Make changes
- Click Save
Mobile:
- Tap More → Customers
- Tap customer card
- Tap Edit (top right)
- Make changes
- Tap Save
What You Can Change
Safe to edit anytime:
- Phone number
- Email address
- Communication preference
- Address details
- Notes
Careful with these:
- Customer Name: Changes appear on ALL past invoices and jobs
- Primary Address: Only change if customer permanently moved (creates new location for future jobs)
Understanding Communication Preferences
Email Preference
Best for: Customers who check email regularly, want digital records
They receive:
- Invoice PDFs via email
- Job appointment confirmations
- Service request updates
- Payment receipts
Icons displayed:
- Email icon appears on customer card
- Technicians see "Contact via email" on job cards
Phone Preference
Best for: Customers who prefer calls, don't use email often
They receive:
- Phone calls for appointment confirmations
- Text messages (if opted in)
- Calls for schedule changes
Icons displayed:
- Phone icon appears on customer card
- Technicians see "Contact via phone" on job cards
Portal Preference
Best for: Tech-savvy customers, customers who book their own service
They can:
- Submit service requests online
- View job status and history
- Download invoices
- Update their own contact info
Requirements:
- Must have email address on file
- Customer receives portal invitation email
- Creates password on first login
Viewing Customer Details
Service History
To view past jobs:
- Click customer name in list
- Scroll to Service History section
What you'll see:
- All completed jobs with dates
- Job status (Completed, Canceled)
- Services performed
- Total amounts paid
- Parts installed (if tracked)
Invoice History
To view past invoices:
- Click customer name
- Scroll to Invoices section
What you'll see:
- Invoice numbers (INV-2026-0045)
- Dates issued
- Amounts (subtotal + tax)
- Payment status (Draft, Sent, Paid)
- Download PDF links
Upcoming Jobs
To see scheduled appointments:
- Click customer name
- View Upcoming Jobs section (top of detail page)
Displays:
- Next scheduled job date/time
- Assigned technician
- Job template (AC Repair, Furnace Maintenance)
- Job status (Scheduled, In Progress)
Customer List Filters
Search Customers
Search bar (top of list):
- Search by name: "Johnson"
- Search by phone: "555-1234"
- Search by email: "[email protected]"
- Search by address: "Oak Street"
Results update as you type (instant search, no submit button needed).
Filter by Communication Method
Desktop: Click Filters dropdown → Select preference:
- All Customers
- Email Preferred
- Phone Preferred
- Portal Users
Mobile: Tap filter icon → Select preference
Sort Options
Sort by:
- Name (A-Z, Z-A)
- Recent Jobs (most recent first)
- Date Added (newest first, oldest first)
Desktop: Click column headers to sort
Mobile: Tap sort icon → Select option
Common Mistakes to Avoid
Problem: Adding "Sarah Johnson" and "S. Johnson" as separate customers.
Why it happens: Different staff members add same customer without searching first.
Solution:
- Always search existing customers BEFORE adding new
- Search by phone number (most reliable)
- If duplicate exists, edit the better record and merge manually (delete duplicate after copying any unique info)
Problem: Scheduling job to customer's billing address instead of service location.
Why it matters: Technician drives to wrong location, wastes time, customer frustrated.
Solution:
- Always verify address with customer when scheduling
- Ask "Is this the location where you need service?"
- Add address notes for complex locations (apartments, businesses with multiple buildings)
Problem: Leaving preference blank or guessing.
Why it matters: Customer gets invoices via email when they don't check email, misses payment deadline.
Solution:
- Ask customer: "What's the best way to reach you for updates?"
- Record their answer in Communication Preference field
- Update if customer mentions they prefer a different method
Problem: No notes about system type, special instructions, or history.
Why it matters: Technician arrives unprepared, doesn't bring right parts, looks unprofessional.
Solution:
- Add equipment details: "Lennox furnace installed 2020, Bryant AC 3-ton installed 2022"
- Add access details: "Gate code 5678, use back door, dog is friendly"
- Add preferences: "Prefers appointments after 3 PM, likes technician Mike"
Mobile App Tips
Quick Add from Home Screen
Fastest way to add customer:
- Tap + button (bottom navigation, always visible)
- Select Customer
- Enter name and phone
- Tap Save
Voice-to-Text for Addresses
On mobile keyboards:
- Tap microphone icon on keyboard
- Speak address: "One two three four Oak Street, Austin, Texas, seven eight seven oh one"
- Keyboard converts to text automatically
Using Camera for Business Cards
If customer has business card:
- Take photo of card with phone camera
- Use phone's text recognition (iPhone: Live Text, Android: Google Lens)
- Copy name, phone, email directly from photo
- Paste into customer form
A: Customers with past jobs or invoices cannot be deleted (keeps financial records intact). You can archive them so they don't appear in active lists.
Q: How do I merge duplicate customers?
A: Manually copy unique information from duplicate to main record, then delete duplicate (only if no jobs/invoices attached).
Q: Can customers update their own information?
A: Yes, if they have portal access. They can update phone, email, and address. You'll see changes in their customer record.
Q: What happens if customer changes their email?
A: Update email in customer record. Past invoices stay linked, future invoices go to new email. If they had portal access, they'll need to log in with new email.
Q: Do I need to add every customer?
A: Yes, every job requires a customer record. This ensures proper invoicing, service history tracking, and communication.
Q: Can I import customers from a spreadsheet?
A: Not yet. Currently, customers must be added individually. Bulk import planned for future update.
What's Next?
Now that you have customers in your system:
- Schedule Your First Job - Book appointments for your customers
- Job Lifecycle Workflow - See how customer records connect to jobs, invoices, and payments
- Customer Portal Setup - Let customers submit service requests and view history online
Need more help? Use the search box above (press ⌘/ on Mac or Ctrl+/ on Windows) to find specific topics.