What your client sees about your people and their job

Everything the product records is internal by default — a worker’s details, a job’s notes and photos. That is the right default and the wrong ceiling, because two things a service business genuinely wants to send outward were stuck behind it.

Tell your client who is coming

The biggest anxiety in residential service work is not knowing who is about to knock. A name, a face and a line about what somebody does turns an unknown van into a person.

A worker’s profile can carry a public part: their first name, a photo, a short line about what they do and the specialties you pick for them, set under Client-facing profile on the Profile tab of their page under Workers. That is what a customer sees — not their contact details, not their rates, not anything else on the record — on the page that follows their visit once that person sets off, and by first name in the text saying they are on the way (see Telling your customer somebody is on the way).

You choose what is published, per person. Saving the profile shows it to nobody; Show this profile to clients does, once something is filled in, and Stop showing this profile takes it down again. A worker with nothing published is not described, and the customer sees the business rather than a blank.

Show your client what you found

A crew photographs a cracked heat exchanger and writes down what they saw. That is exactly what a customer needs to see to believe a quote.

A note or a photo on a job can be shared with the client. On the job’s Work tab, under Notes and photos, each note and photo reads Internal or Shared with client; select Internal to share it. What is shared appears on the client’s invoice for that job, under About this work, and once the job is finished, under What was done on their own page — see Your client’s own page. Everything else stays internal.

On a job with a plan (Projects), what you share reaches the client’s page as you share it, while the work is still under way, under the stage a photo was tagged to. A progress invoice — one billing a payment due when a stage is done — shows that stage’s photos and the notes sent with them, not every one on the job.

Sharing is per item and deliberate. Nothing a crew writes becomes customer-facing because somebody forgot a setting.

Where the line sits

Three things are worth being clear about:

• Internal is the default. Notes, photos and worker details are private until somebody publishes them.
• Publishing is reversible. Unshare something and it stops being visible, including on a page your client has already opened. It cannot unsend what they already read, and a note you sent them with Send to client stays shared.
• Nothing about rates, costs or margins is ever publishable. There is no setting that would show a customer what a job cost you.