Customer Walkthrough and Service Reporting SOP

Purpose

Define the standard customer walkthrough and reporting procedures for every chimney sweep service. The walkthrough at the start + the report at the end are the customer-facing differentiators of professional chimney work. Both build trust + position the company as the trusted advisor.

Scope

Applies to:

• Every customer service visit
• Annual sweep + inspection
• Specialty service (relining, repair, etc.)
• Emergency response

Responsibilities

• Lead technician runs the walkthrough + reporting
• Customer is invited (and ideally present) for both
• Office provides scheduling + customer file management

Pre-arrival preparation

Before arriving:

1. Review the customer's history:

• Previous service notes
• Equipment installed
• Any prior concerns
• Customer's communication style preferences

1. Schedule with sufficient time:

• Standard annual sweep: 60-90 minutes
• Plus walkthrough + reporting: 90-120 minutes typical

1. Verify equipment ready:

• Truck stocked
• Tools functional
• Documentation forms

Arrival routine

When arriving at the customer's home:

1. Park appropriately (driveway, not blocking other vehicles)
2. Approach the customer's home professionally
3. Greet the customer warmly
4. Verify identity (customer's residence)
5. Introduce yourself + the company
6. Confirm the service scheduled

Initial walkthrough

Within the first 5-10 minutes:

1. Walk the customer's house with the customer (if customer is present)
2. Identify the chimney + fireplace(s)
3. Note any visible issues the customer is aware of
4. Discuss the customer's use of the system (frequency, recent issues)
5. Set expectations for the visit (timeline, what you'll do)

For customers who want this brief, respect that. For customers who want more, take the time.

During the work

While performing the service:

1. Periodic updates: "I'm finding ; will continue with [Y]"
2. Photographs of findings (for the report)
3. Address customer questions as they arise
4. Document everything as you work

The customer's presence may add 15-30 minutes; some customers prefer to be elsewhere. Adapt to the customer's preference.

Significant findings

If you find:

• Stage 2 / 3 creosote - communicate immediately
• Structural damage - communicate
• Carbon monoxide concerns - communicate (verify CO detectors)
• Animal activity - communicate
• Other safety concerns - communicate

Don't wait until the end for safety-critical findings.

End-of-visit walkthrough

After the work:

1. Verify all tools removed from the home
2. Clean up any debris in the work area
3. Walk the customer through findings:

• What you did
• What you found
• What's needed for next steps

1. Show photos of any findings
2. Provide written documentation

The walkthrough is the customer's understanding of what was done. Don't skip.

Service report

Provide a written report:

The report is typically 1-3 pages. Digital format is increasingly common.

Levels of reporting

Match the report to the service:

Annual sweep + Level 1 inspection:

• Brief report (1-2 pages)
• Photos of any concerns
• Confirmation of service
• Next service recommendation

Level 2 inspection:

• Detailed report (3-5 pages)
• Video / camera findings
• Detailed photos
• Specific recommendations
• Customer-prioritized actions

Level 3 inspection:

• Comprehensive report (10+ pages)
• Engineering / structural detail
• Insurance documentation
• Detailed cost estimates
• Multi-year planning

The customer's situation drives the depth.

Photo documentation

For each visit:

• External: chimney + flashing + cap from ground OR roof
• Interior firebox: condition + any issues
• Damper: before + after lubrication
• Camera findings: any concerns
• Cap / crown: condition
• Cleanup: condition of the room after work

Photos support the report + the customer's understanding.

Customer questions

Common questions + answers:

"Is my chimney safe?"

• Brief answer: "Yes, OR no with explanation"
• For "no": specific items + remediation
• Don't be vague

"Why does smoke come into the room?"

• Specific diagnosis: damper, draft, chimney size, home pressure, etc.
• Specific recommendation
• Document in the report

"How long until I need service again?"

• Annual for active use
• Set the appointment OR follow-up reminder
• Mark in the customer file

"Can I burn anything?"

• Brief education: wood selection, seasoning
• Refer to the customer education materials

Specific concerns to address

For each visit, the customer's specific concerns:

1. Note from the call: what brought them to schedule
2. Address that specifically in the walkthrough
3. Document the resolution in the report

A customer with a specific concern gets specific resolution; not addressing it leaves them dissatisfied.

Pricing transparency

For every visit:

1. Quote BEFORE starting any work
2. Itemize any additional charges
3. Customer approves additional work BEFORE it's done
4. Final invoice matches the quote (or has clearly-explained variations)

Surprise charges = customer dissatisfaction.

Next-visit planning

Before leaving:

1. Set the next appointment (or scheduling reminder)
2. Confirm communication preferences (email reminder, phone call, etc.)
3. Provide the customer's records (printed or emailed)
4. Provide your contact information

The customer should know exactly when you'll return + how to reach you.

Customer-facing materials

Provide:

1. Service report (written)
2. Photos / video if substantial findings
3. Maintenance recommendations for the customer
4. Educational materials (wood burning best practices, etc.)
5. Business card + contact information

The customer's records are part of the service.

When the customer isn't present

For unattended service:

1. Complete the work
2. Document everything thoroughly
3. Leave a written report
4. Call OR email the customer to follow up
5. Schedule a follow-up conversation if significant findings

A customer not present should receive the same quality of documentation + communication.

Customer signs

For each visit:

1. Customer signature on the work order
2. Photo of the signed document
3. Customer's understanding of the work + charges

References

• NFPA 211 (Standard for Chimneys, Fireplaces, Vents)
• CSIA (Chimney Safety Institute of America) - customer service standards
• TCIA + ALOA professional standards
• Customer service training materials
• Manuall internal: Annual Chimney Inspection, NFPA 211 Inspection Levels, Creosote Levels