The question
A first visit is your first time at a new customer's property, and it sets the tone for the whole relationship. It's the customer's first impression of you and of us, so it gets a little more prep, communication, and care than a recurring visit. A visit is a first visit when you've never completed one at that property, or the property has never had a completed visit from anyone.
What to do
- Read every job-card detail — property size, access, notes. You have no prior visit to rely on.
- Walk the full property before unloading equipment.
- Plan for extra time. If a first cut is running long, message the customer, and contact Support if you can't finish.
- Take more photos than you would on a recurring visit to document your work on a new property.
- Leave a scheduling buffer after the visit rather than booking back-to-back.
What to tell the customer
Send an intro message before you arrive so they know who to expect. When you're done, send a closing message summarizing what you did.
Why it matters
The first visit is where the customer decides whether the relationship is worth keeping. A mismatched or missed first-visit schedule is a common reason customers cancel before it even starts. Being prepared, communicative, and documenting well protects the new relationship from the start.
If something goes wrong
Running long? Don't rush or leave the job incomplete. Message the customer, and contact Support if you can't finish.
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