Each step includes:
- Why this is important
- The exact checklist
- Red flags
- Examples tailored to trades
1. Collect Core Client Information
Why this is important
Most trade jobs go wrong because the problem wasn’t understood properly at the start.
Getting complete information upfront ensures safe preparation, correct pricing, and accurate scheduling.
Checklist:
- Client name + contact details
- Job location
- Photos/video of the issue
- Problem description in the client’s own words
- Your interpretation of the problem
- Measurements (critical for carpentry, fencing, HVAC, etc.)
- Urgency (emergency vs non-urgent)
Red flags:
- “It’s just a small job” (always bigger than described)
- No photos provided
- Client refuses to explain the issue clearly
- Vague descriptions (“it just leaks sometimes”)
2. Clarify Goals / Outcomes
Why this is important
You need to establish the client’s definition of “finished”, otherwise they will expect outcomes you never agreed to.
Checklist:
- What the client wants the finished job to look like
- What outcome solves their problem
- Whether temporary or permanent repair is expected
- Whether the client expects upgrades, painting, patching, clean-up
Examples:
- “Replace tap” vs “Fix tap” (very different jobs)
- “Fix leak” vs “Stop water permanently”
- “Patch a wall” vs “Make it look new”
3. Confirm Location, Access & Site Logistics
Why this is important
Trades lose hours every week due to access delays, parking issues and unsafe sites.
Checklist:
- Exact address
- Parking access (critical for trades with heavy tools)
- Gate codes / lockbox codes
- Whether someone will be home
- Are there aggressive pets?
- Does the job occur indoors, outdoors, or in ceiling/roof space?
Red flags:
- “I’ll leave the door open” (no they won’t)
- No parking in busy suburbs
- Dogs not restrained
4. Confirm Scope of Work / What’s Included
Why this is important
Scope creep is the #1 cause of unpaid labour in trades.
This step protects your time and profitability.
Checklist:
- Exact tasks you will complete
- What is NOT included
- What clients must approve before variations
- Any testing required (electrical, gas, pressure-testing)
- Whether you are responsible for clean-up, patching, disposal
Examples:
- Electrical: “Replacing GPO only — no rewiring unless authorised.”
- Plumbing: “Leak fix includes isolation valve test, not full pipe replacement.”
- Carpentry: “Door resize includes sanding, not repainting.”
5. Identify Risks, Constraints & Safety Issues
Why this is important
This ensures you arrive with the right tools, materials and safety precautions.
Checklist:
- Asbestos risk (pre-1990 homes)
- Roofing or at-height work
- Gas safety concerns
- Water shut-off requirements
- Electrical load limitations
- Hidden structural issues
Red flags:
- Client refuses shut-off
- Client asks you to “just leave wires exposed for now”
- Ceiling spaces during hot days
6. Explain Pricing Structure Clearly
Why this is important
Clear pricing eliminates shock, disputes and unpaid variations.
Checklist:
- Call-out fee
- First-hour rate
- Hourly rate thereafter
- Material costs
- Waste disposal fees
- Variation pricing (“I will always check with you before continuing”)
Examples:
- Fixed price for tap replacement
- Hourly for fault finding
7. Explain Scheduling & Booking Rules
Why this is important
Trades rely on efficient schedules — clients must understand your timing.
Checklist:
- Arrival window (e.g., 8–10am)
- Travel zones
- Weather delays (roofing, paint, concreting)
- Emergency after-hours rules
- Cancellation policy
8. Explain Communication Expectations
Why this is important
Prevents confusion and aligns expectations.
Checklist:
- How clients should contact you
- When they can expect updates
- When you will send invoices
- How to notify you of changes
9. Explain Payment Process (Sole + WorldPay)
Why this is important
Trades get paid faster when payment rules are set upfront.
Checklist:
- Invoice is sent immediately after job
- Payment is due immediately on completion
- Paid through WorldPay:
- Apple Pay
- Google Pay
- Card
- Direct Debit
- Deposits required for large jobs
- Variations reflected on invoice
10. Confirm Next Steps & Send Welcome Message
Why this is important
This creates clarity and professionalism from day one.
Checklist:
- Booking time locked
- Photos and measurements collected
- Client expectations set
- Payment expectations set
- Safety considerations noted
📩 WELCOME MESSAGE (Copy & Paste)
**“Hi <name>, welcome — and thanks for choosing me.
Here’s what I’ve confirmed for your job:
• Job details: <summary>.
• Call-out fee: <amount>.
• Scope: <what’s included>.
• Variations are always discussed before work continues.
• Access instructions: <details>.
• Payment: due on completion via the WorldPay link in your Sole invoice (Apple Pay, Google Pay, card, Direct Debit).
If you can please send any photos or measurements before the booking, that will help me prepare properly.
Looking forward to helping you.
<Your name>.”**
🤖 PROMPT A — “What Am I Missing in My Onboarding?” (Trades)
“Act as a customer-onboarding specialist for trades.
Here’s everything I’ve collected so far:
Job details: <details>
Photos: <yes/no>
Measurements: <details>
Scope: <included/not included>
Client expectations: <details>
Pricing structure: <details>
Access: <details>
Payment terms: <details>
Risks: <list>
Tell me:
- Anything missing
- Any unclear expectations
- Any risks I haven’t considered
- Any questions I should ask the client
- Any documents or info I still need to collect.”
🤖 PROMPT B — “Write My Onboarding Welcome Message” (Trades)
“Write a clean, friendly, professional onboarding welcome message for a new trades client using:Name: <name>
Job summary: <details>
Scope: <list>
Pricing structure: <details>
Access instructions: <details>
Payment terms: WorldPay via Sole
Tone: confident and supportive.”
Frequently Asked Questions
Q: Why is a formal onboarding process essential for trades and field services?
A: A professional onboarding flow stops nearly 90% of common trade disputes. By collecting detailed photos, clarifying the “definition of finished,” and setting payment expectations before you strike a match or turn a wrench, you protect your profit margins and ensure a 5-star customer experience.
Q: How do I prevent “Scope Creep” during a trade job?
A: Scope creep is the #1 cause of unpaid labor. To prevent it, your onboarding must explicitly list what is included and what is excluded. For example, a “tap fix” should state it includes an isolation valve test but not a full pipe replacement. Using Sole to document these boundaries ensures any extra work is treated as a paid variation.
Q: What are the “Red Flags” to watch for when onboarding a new client?
A: Watch out for clients who say, “It’s just a small job,” or refuse to provide photos and clear descriptions. These are often signs that the job is more complex than described or that the client may dispute the final bill. High-quality leads are always willing to provide the information you need to quote accurately.
Q: How should I handle site access and logistics during onboarding?
A: Access delays are major time-wasters. Your onboarding checklist should confirm parking availability, gate codes, and pet restraints. In busy Australian suburbs, always clarify if the client needs to provide a parking permit or if parking fees will be added to the final Sole invoice.
Q: Why is it important to explain the payment process (Sole + WorldPay) upfront?
A: Tradies get paid faster when the rules are set before the work starts. By informing clients that payment is due immediately upon completion via Apple Pay, Google Pay, or Card through the WorldPay link in Sole, you remove the “I’ll pay it tonight” excuse and keep your cash flow healthy.
Q: How does the “What Am I Missing?” AI prompts help with complex jobs?
A: For high-risk tasks like switchboard upgrades or roofing, the ChatGPT prompt acts as a safety auditor. It cross-references your collected info against industry risks—reminding you to check for asbestos in pre-1990 homes or to confirm water shut-off locations—ensuring you arrive fully prepared.