Purpose

This article outlines the standard process for onboarding new clients across ValueBrands divisions. The onboarding process ensures every customer is properly documented, approved, scheduled, and prepared for service delivery.

This process applies to:

• New customer inquiries
• Existing customers requesting additional services
• Field-generated leads
• Quotes already provided by field staff
• Recurring service agreements
• Commercial and residential clients

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Overview

The client onboarding process begins when a potential customer contacts ValueBrands or when a field team member identifies a new opportunity.

The office administration team is responsible for coordinating between:

• Customer
• Field staff
• Sales representatives
• Operations team
• Accounting

The goal is to ensure there is a smooth transition from inquiry → quote → approval → scheduled service.

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Client Lead Types

Before beginning onboarding, identify the type of client request.

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Type 1 — New Lead (No Previous Contact)

A new lead is a customer who has contacted ValueBrands but has not yet received an estimate or site visit.

Examples:

• Website inquiry
• Phone inquiry
• Email request
• Referral
• Online request form

Process:

1. Collect customer information.
2. Determine requested service.
3. Create customer record in ServiceM8/Jobber.
4. Schedule site visit or estimate appointment if required.
5. Assign appropriate field staff.
6. Record notes and customer expectations.

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Type 2 — Field Generated Lead / Existing Quote

A field employee may have already:

• Visited the property
• Measured the project
• Discussed pricing
• Provided an estimate
• Collected customer details

Before contacting the customer:

1. Review ServiceM8/Jobber notes.
2. Confirm details with the field employee.
3. Verify:
   • Scope of work
   • Pricing
   • Customer expectations
   • Any special requirements

Do not recreate quotes or provide conflicting information without confirming with the field team.

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Step 1 — Collect Customer Information

Required information:

Residential Client

☐ Customer name
☐ Phone number
☐ Email address
☐ Service address
☐ Billing address (if different)
☐ Preferred contact method

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Commercial Client

☐ Company name
☐ Contact person
☐ Billing contact
☐ Phone number
☐ Email address
☐ Service locations
☐ Purchase order requirements
☐ Payment terms

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Step 2 — Create Client Profile

Create or verify the client record.

ServiceM8

Use ServiceM8 for:

• Leads
• Customer records
• Jobs
• Quotes
• Agreements
• Field communication

Jobber

Use Jobber where applicable for:

• Client management
• Scheduling
• Recurring services
• Job tracking

Ensure duplicate customer records are not created.

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Step 3 — Document Customer Requirements

Record:

• Requested service
• Property information
• Project details
• Customer expectations
• Access instructions
• Special requirements

Example:

Customer requesting weekly lawn maintenance. Gate access required. Customer prefers afternoon service.

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Step 4 — Quote Review & Approval

Before sending any quote:

Confirm:

☐ Correct scope of work
☐ Correct pricing
☐ Materials included
☐ Labour included
☐ Timeline reviewed
☐ Customer expectations documented

Quotes should accurately reflect what will be completed.

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Step 5 — Send Service Agreement (When Required)

For services requiring customer authorization, send a formal service agreement using:

BoldSign

Service agreements may be required for:

• Recurring maintenance agreements
• Commercial contracts
• Large projects
• Long-term service commitments
• Terms and conditions acceptance

Process:

1. Prepare agreement.
2. Verify customer information.
3. Send through BoldSign.
4. Monitor completion status.
5. Save completed agreement to customer record.

Work should not begin until required agreements are signed.

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Step 6 — Coordinate With Field Staff

Office administration must communicate with field staff before finalizing onboarding.

Confirm:

☐ Scope of work is accurate
☐ Field team understands requirements
☐ Equipment/material requirements identified
☐ Start date is achievable
☐ Customer expectations are clear

Field notes should be transferred into the customer record.

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Step 7 — Schedule Service

After approval:

1. Create job/service appointment.
2. Assign employee/team.
3. Add notes and instructions.
4. Confirm schedule.
5. Notify customer.

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Step 8 — Accounting Setup

Create or verify customer information in QuickBooks Online.

Confirm:

☐ Customer name matches CRM
☐ Billing information correct
☐ Tax information correct
☐ Payment terms recorded

Avoid duplicate customer accounts.

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Step 9 — Customer Welcome Confirmation

Send confirmation including:

• Welcome message
• Approved services
• Schedule information
• Payment expectations
• Contact information
• Preparation requirements

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Client Onboarding Checklist

Lead Management

☐ Lead source recorded
☐ Client information collected
☐ Service requirement identified
☐ Existing field notes reviewed

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Quote Process

☐ Quote created/reviewed
☐ Pricing approved
☐ Customer accepted quote
☐ Agreement sent if required

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System Setup

☐ ServiceM8 updated
☐ Jobber updated (if applicable)
☐ QuickBooks customer created
☐ Documents attached

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Operations

☐ Field team notified
☐ Schedule confirmed
☐ Customer notified
☐ Work order complete

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Common Issues

Customer Already Visited by Field Staff

Problem: Office provides incorrect information.

Solution:
Always review field notes and confirm details before contacting the customer.

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Work Started Without Signed Agreement

Problem: Increased risk of disputes.

Solution:
Ensure required BoldSign agreements are completed before work begins.

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Duplicate Customer Records

Problem: Conflicting billing and scheduling information.

Solution:
Search existing records before creating new profiles.