The property
Where the work is, who to contact, and any access details needed before a visit.
Get the whole request.
Give the team
a clear next step.
A fixture replacement, a service question, or a customer who needs a person. Keep what they’ve told you together, so the next person can pick up with context.
Discuss your plumbing workflow Try a customer handoffA request with somewhere to go
Different next step.
Same useful context.
Follow a planned job inquiry. Then see how the handoff changes when the customer asks for a person.
A planned plumbing jobFictional example
From the customer
Two taps to replace.
“We’d like the kitchen and utility-room taps replaced. We have the new taps already.”
- Requested work
- Replace two taps
- Customer says
- Replacement taps already purchased
- Still to collect
- Service address, contact details, and fixture information
What if the customer would rather talk it through with someone?
For the next person
Keep the request
with the handoff.
Original requestThe customer’s words stay attached.
Useful contextThe job, supplied fixtures, and missing details.
Prepare for the service team
Collect the missing details for the team to review the work and availability.
No visit or price has been confirmed.
Illustrative example · No live requests or messagesCustomer context Team decision
Before a visit is agreed
The details your team
keeps having to ask for.
Choose the questions around your service area, the work you take on, and the information your team uses.
The requested work
The customer’s description, affected fixtures, and any photos or product details they can provide.
The preferred timing
When the customer is available and what the team still needs to confirm.
Choose a useful starting point
Build around the requests
you handle every day.
Start with one process, then expand when the first is working for your team.
How setup worksPlanned installations
Collect the requested work, fixture details, and site context before someone reviews the fit.
Service inquiries
Keep the customer’s description and open questions together for a qualified person to assess.
Updates on existing work
Attach the customer’s question to the relevant job context and identify who should respond.
Useful support. Clear responsibility.
Keep the decisions with your team.
Define when the workflow collects details and when a person takes over. Confirm service coverage, timing, and price before making a commitment.
Before you start
Questions from the service desk.
Can we start with planned work rather than urgent calls?
Yes. A repeatable inquiry, such as fixture replacement or a quote request, is a useful place to begin. We agree which requests belong in the workflow and which should reach a person.
What happens if a customer asks to speak to someone?
We define who should receive that request, what context goes with it, and the fallback if they are unavailable. The example here prepares a human follow-up request; it does not make or schedule a call.
Does LBOS diagnose the problem or give repair instructions?
This workflow collects the customer’s description and organizes it for the team. Diagnosis, repair instructions, safety questions, and uncertain conditions belong with the appropriate qualified person.
Can we keep our scheduling and business software?
We review the tools you use today and confirm the proposed connections, access, and fallback. Booking, quoting, or changing a record needs its own agreed scope and testing.
Which request takes
too much back-and-forth?
Bring one example. We’ll map the details and the handoff with you.
Map your first workflow