Customer Assessment & Problem Identification

Purpose

Guide technicians through diagnosis — understanding the problem, identifying root cause, and determining solutions to present.

Let them fully explain without interrupting

Ask: "When did this start?", "Has this happened before?", "Any recent plumbing work?"

Take notes in ServiceTitan

Acknowledge: "I understand — let me take a look."

Inspect the reported problem area thoroughly

Check related systems — a leak in one area may originate elsewhere

Use appropriate tools: camera, pressure testing, CO meter, water quality test

Perform water pressure safety check (static and dynamic) on applicable jobs

Perform bucket blast on water heater when applicable — photo the results

Do NOT start repairs until you have a clear diagnosis

Determine the actual cause, not just the symptom

Look for related issues: failing water heater — also check expansion tank, PRV, connections

Check for code violations or safety concerns (open exhaust vents, missing CO detectors)

Document everything — photos, measurements, readings

Post findings in the Slack job channel using numbered check-in process

Get guidance from supervisor or coach if complex or unsure

For larger repairs, post options internally for review before presenting

This is part of call-by-call coaching — use it

Show them what you found — photos, point to the issue, explain simply

Show bucket blast results, water quality test, or pressure readings

Explain why it matters and what happens if not addressed

Be honest — do not exaggerate but do not downplay