Gap summary

What is missing today

The booking process is in one person's head. If the owner is away, calls are missed or double-booked.
No standard intake questions. Technicians arrive without the equipment model, the symptom or access notes.
Invoices go out late. There is no rule for when the office invoices after a job.
No follow-up step. Customers are not contacted after the visit, so problems and reviews are missed.

Draft

This is a draft starting point. Review and adapt before use. Not legal, financial, or compliance advice.

Owner: Office manager · Applies to: office staff and technicians · Review: every 6 months

#	Step	Who	Done when	Time limit
1	Take the request by phone or web form. Ask: address, equipment type and age, the problem, best times, pets or gate codes	Office	Request created in Jobber with all answers	Same day
2	Book the visit in Jobber and send the confirmation	Office	Customer has the date and time window	Within 1 business day
3	Technician reviews the job notes the evening before	Technician	Parts and tools loaded	Day before
4	Text the customer when on the way	Technician	Customer knows the arrival time	On departure
5	Complete the job; record work done, parts used and photos in Jobber	Technician	Job marked complete with notes	Before leaving the site
6	Send the invoice from Jobber	Office	Invoice sent	Within 1 business day of the job
7	Follow-up call or text: is everything working, any questions? Ask for a review if they are happy	Office	Follow-up logged	3 days after the job

Customer cancels: update Jobber and offer the next open slot.
Job needs a return visit: book it before leaving the site when possible.
Emergency (no heat or no cooling): the office calls the on-call technician directly.

[End of draft. Customize this document before sharing or publishing it.]

Next 90 days