Customer Photo + Video Policy Reference

Why this matters

Photos + videos taken on the job are valuable: documentation, marketing, training, dispute resolution, before/after proof. But customer's home is private; photographing without thought creates legal + relationship risk. The tech who handles photo/video professionally protects everyone. This is the field card.

Why photograph at work

Documentation:

• Existing condition (before work)
• Problem identified (cause of failure)
• Work performed (proof of completion)
• Final result (after)
• Damage discovered (insurance / blame avoidance)

Diagnostic:

• Photo unusual conditions for manager / specialist review
• Share with parts supplier for compatibility
• Compare before/after

Training:

• Show new techs real-world examples
• Reference library of issues

Marketing:

• Before / after for social media (with permission)
• Portfolio of work
• Reviews + testimonials

Dispute resolution:

• Customer claim addressed with photos
• Insurance evidence

When you need permission

Documentation for service record: usually implied; no explicit permission needed. Customer hires you = expects you to document.

Marketing / social media: explicit permission required. Customer's home + face are private.

Training / portfolio: depending on identifiable info, permission needed.

Personal use / showing family: NEVER without explicit permission.

When in doubt: ASK.

What's OK to photograph

Definitely OK:

• Equipment, fixtures (the items you're servicing)
• Damage / problems found
• Your work in progress
• Tools + parts (yours)
• Existing conditions clearly relevant

OK with caution:

• Wide shots showing rooms
• Approach + driveway
• Identifying features (house number, address)
• Customer's belongings near work area

Need explicit permission:

• Customer's face / family
• Inside drawers / closets / personal items
• Computer screens (especially with content)
• Mail, documents, personal papers
• Children's bedrooms / spaces
• Marketing-purpose photos

Don't photograph (period):

• Pornographic / objectionable content (if seen, ignore)
• Customer's personal documents
• Anything that could harm customer if shared

Customer consent

For marketing use:

• Written consent best (email OK)
• Note in service record
• Renew for new uses (consent for one photo doesn't transfer to others)

Sample language: "May I take a photo of [specific] for our portfolio / social media? We don't share customer details; just the work."

Customer can say no; respect that.

Privacy expectations

Customer's home is private:

• Even with hired service, you don't have right to general photography
• Photos of you working (yours) ≠ photos of their space (theirs in essence)
• Sensitive areas (bedrooms, bathrooms) extra caution
• Don't capture customer's identity without permission

Customer's children:

• Never photograph children without parent's explicit permission
• Don't photograph identifiable features (school IDs, etc.)
• Many state + federal laws on child images

What NOT to share publicly

Even with consent, avoid:

• Address / location
• House number visible
• Identifying interior (specific layout)
• Family photos visible
• Customer's name with photo
• Discriminatory content / patterns

Aggregate / anonymize wherever possible.

Marketing photo best practices

For social media / website:

Compose:

• Crop to focus on work, not setting
• Remove identifying background
• Show before + after for context

Caption:

• Describe the work
• Generic location ("local home")
• Don't name customer
• Highlight value to viewer

Frequency:

• Don't post multiple from same customer
• Variety in content

Customer feedback:

• If posted publicly: notify customer beforehand
• They appreciate the courtesy
• Some customers love the recognition; some don't want it

Video for training

Recording video on jobs:

• Helmet cam OR phone
• For internal training, not public
• Same consent rules as photos
• Reduced expectation in commercial / new construction; higher in occupied homes
• Even with consent: protect identifying info

Customer of yours photographing

Customer recording you (audio / video):

• Most jurisdictions: one-party consent (customer consents in their own home)
• Some states (CA, FL, IL, MD, MA, MT, NH, NV, PA, WA): two-party consent
• Verify state law
• "Is this being recorded?" - appropriate question
• If recording for legal / insurance purposes: customer should disclose

Be aware: your conversations may be recorded; professional behavior protects you regardless.

Dispute documentation

When you anticipate dispute:

• Photo extensively before, during, after
• Date / time stamps (most phones automatic)
• Note conditions
• Customer present if possible (less he-said-she-said)

Photos with metadata = strongest evidence.

Insurance claim documentation

Customer's insurance claim (water damage, fire, etc.):

• Customer needs documentation
• Provide your photos to customer
• Don't deal with insurance adjuster directly without customer

Your photos help customer; protects you from miscommunication.

Storage + retention

Where do photos go:

• Service software (ServiceTitan, Housecall, Jobber)
• Phone backup / cloud
• Company server

Retention:

• At least life of warranty
• Some industries longer (commercial; insurance)
• Don't delete prematurely; might need later

Security:

• Photos shouldn't sit unprotected on personal devices
• Company devices preferred
• Don't share / send via personal accounts

Cloud storage considerations

Photos in cloud (iCloud, Google Photos):

• Some services scan content (CSAM detection)
• Inadvertent inclusion of identifying customer content
• Risk if your account compromised

Company-managed storage better than personal cloud.

Customer's hostility to photos

Some customers don't want photos:

• "Privacy"
• Past bad experience
• Specific cultural / religious concerns

Respect:

• Ask before photographing if customer seems uneasy
• Document compliance with their preference
• Note in service record

Customer's right.

Photos in customer's portal

Many service software apps share photos with customer:

• Photo of work in customer's account
• Customer sees what you did
• Builds trust + transparency

This is appropriate; customer accesses their own service record.

Court / legal subpoena

If photos are subpoenaed:

• Comply with legal request
• Notify management + legal
• Don't delete photos in anticipation
• Spoliation (destroying evidence) = serious legal issue

Marketing photos best practices

If posting customer work publicly:

Get explicit consent:

• Email reply confirming OK
• Stored in customer record

Anonymize:

• No identifying info
• Generic descriptions
• Photo crop avoids identifiable features

Acknowledge if customer agrees:

• "Tom in [town] needed [service]; here's how we fixed it"
• Only if customer wants the recognition

References

• State two-party consent recording laws
• COPPA (Children's Online Privacy Protection Act)
• GDPR (EU; may apply to international customers)
• Manuall internal: Customer Documentation Discipline, Customer Property Protocol