Photo Documentation Requirements

Purpose

Define photo documentation standards to protect the company, support customer communication, and maintain quality records in ServiceTitan.

When to Use

• Every service call, install, diagnostic — no exceptions

What to Photograph

At Arrival (Before Work)

Exterior of home (confirms correct address)

Work area before starting — existing conditions

Pre-existing damage near work area (protects against false claims)

Equipment labels/model numbers

Meter readings if relevant

During the Job

The problem: leak, crack, corrosion, failed part

Diagnostic results: CO readings, pressure gauge, camera screenshots, bucket blast

Key repair steps (before closing walls, before restoring water)

Code violations or additional issues found

Materials installed — product labels and model numbers

At Completion

Finished work — clean, professional, leak-free

Restored work area

Customer-visible changes

Final diagnostic readings

Insurance Jobs

Extensive before/during/after documentation

Close-ups with measurements

Wide shots showing scope

Multiple angles

How to Upload

Take photos on phone or iPad during job

Upload to ServiceTitan job before closeout

Organize: before, during, after

Add captions if context needed

Important Notes

• If not documented, it did not happen
• Photos are best defense against false damage claims
• Show key photos to customer — builds trust
• Do NOT photograph personal items or unrelated things
• Never share customer photos on personal social media

Related SOPs

• Arrival & Home Protection — when to take arrival photos
• Customer Assessment — documenting diagnostics
• Insurance Claim Guidance & Ethics — insurance documentation