Customer Interaction Best Practices

Purpose

Provides technicians and office staff with the specific interaction techniques Spartan uses to deliver a premium, trust-building experience on every job — from arrival through closeout.

Who This Applies To

All service and install technicians, sales, and office staff on phone interactions.

The Spartan Job Procedure Checklist

Every job follows this sequence, logged in the Slack job channel AND ServiceTitan:

State ETA — post in Slack and notify customer.

Arrival confirmation — post when you arrive.

5-Star Door Greet — introduce yourself, warm greeting, let customer lead walkthrough.

Walkthrough of the problem area — walk with the customer; let them explain before diagnosing.

Photo documentation — shoot photos of:

- Main shut-off valve

- Pressure Reducing Valve (PRV)

- Emergency shut-off valves

- Main and secondary drain cleanouts

- Any visible corrosion, leaks, or questionable pipe conditions

Vitals Check — assess overall home plumbing health (this is the Spartan term — not "inspection").

Options presentation — present Good/Better/Best after diagnosis.

Why this matters (Slack insight): This checklist appears in multiple Slack job channels as the enforced standard. Techs who skip steps get called out by dispatch and Josh directly.

During the Assessment — Vitals Check Language

Use the term "Vitals Check" — not "inspection." When taking vitals, explain the purpose of each step to the customer upfront so they understand you are looking out for their home, not upselling.

Handling Difficult Customers

• When a customer is resistant to recommendations or defers to a family member over your professional advice: document the interaction in ServiceTitan, present your options clearly, and ensure they understand the risks of declining.
• If the customer insists on a specific course of action that Spartan cannot endorse: note their decision in writing, have them acknowledge it, and proceed accordingly.
• For customers who are upset at the time of service: listen, acknowledge frustration, do not argue. Escalate to office if needed.

Decision-Maker Confirmation

Always confirm who the decision-maker is early in the visit. If the customer says "I need to check with my spouse" or "let me think about it for now," treat this as a red flag — ask directly: "Is there anyone else who should be part of this decision?" and attempt to include them before leaving.

When a Customer Claims an Issue Arose After Your Visit

Treat as a new service call with a dispatch fee. Investigate thoroughly, document findings with photos, and communicate clearly about the diagnostic process. Do not admit fault without manager review.

LTO (Look To) Situations

If you identify multiple issues and the total quote exceeds approximately $3,000, this may qualify as an LTO situation. Schedule a senior tech for a follow-up visit to provide a second opinion and a comprehensive proposal. Do not pressure the customer to decide on the spot.

GoodLeap Financing Jobs

For GoodLeap-financed jobs, resolve ALL issues before the job is marked complete — GoodLeap will not process payment until the customer confirms satisfaction. The office may need to contact GoodLeap directly to confirm resolution.

Important Notes

• The 5-star door greet and job checklist are not optional. They are tracked.
• Do not let customers feel lectured — ask, listen, then advise.
• When quoting repipe jobs: clarify scope upfront (e.g., reconnecting P-traps and cabinets may not be included). Misunderstood scope is the #1 source of customer dissatisfaction on large jobs.
• Always manage expectations — tell the customer what is and is not in scope before starting.

Related SOPs

• Spartan Communication Standards — overall communication expectations
• Complaint Handling & Resolution — when the interaction goes wrong
• Options Presentation (Good/Better/Best) — pricing and proposal process
• Photo Documentation Requirements — what to shoot and where to upload