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New Customer Onboarding

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📋 The Scenario

• Annual fire safety compliance services
• Quarterly fire extinguisher inspections
• An initial quote for the first year of service

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🎯 What You’ll Learn

• Creating a new customer record
• Adding locations with full details
• Gathering access and compliance information
• Creating and sending a professional quote
• Setting up the customer for ongoing service

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📝 Prerequisites

• Admin or appropriate role to create customers
• Access to Customers and Quotes sections
• Customer contact information (gathered during call)

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👣 Step-by-Step Walkthrough

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Step 1: Create the Customer Record (5 minutes)

1. Navigate to Customers
   • Click Customers in the sidebar
   • Click Create Customer (top right)
2. Enter basic information:

   Field	Value
   Customer Name	Parkview Medical Centre
   Trading Name	(leave blank if same)
   Status	Active

3. Enter contact information:

   Field	Value
   Email	[email protected]
   Phone	02 9555 1234
   Website	www.parkviewmedical.com.au

4. Enter billing address:

   Field	Value
   Street	45 Parkview Boulevard
   Suburb	Westmead
   State	NSW
   Postcode	2145

5. Set financial defaults:

   Field	Value
   Payment Terms	30 days
   Tax Number (ABN)	12 345 678 901

6. Add internal notes:
   New customer - medical clinic opened Dec 2024.
   Primary contact: Sarah Chen (Facilities Manager)
   Referred by: Google search
   
   Initial inquiry: Fire safety compliance services
   Building is brand new construction, first compliance
   certification required.
   
7. Click Create

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Step 2: Add the Primary Contact (2 minutes)

1. In the customer detail, go to Contacts tab
2. Click Add Contact
3. Enter contact details:

   Field	Value
   Name	Sarah Chen
   Title/Role	Facilities Manager
   Email	[email protected]
   Phone	02 9555 1234
   Mobile	0412 345 678
   Primary Contact	Yes ✅

4. Add notes:
   Best contact method: Mobile
   Available: Mon-Fri 7am-4pm
   Prefers email for non-urgent matters
   
5. Click Save

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Step 3: Add the Location (5 minutes)

1. Go to Locations tab
2. Click Add Location
3. Enter basic location info:

   Field	Value
   Location Name	Parkview Medical Centre - Main Building
   Address	45 Parkview Boulevard, Westmead NSW 2145

4. Enter access information (critical for technicians):

   Field	Value
   Access Type	Appointment Required
   Access Instructions	Contact reception 24hrs prior. Enter via main entrance, report to front desk. After hours access via loading dock (intercom).
   Site Contact	Sarah Chen - 0412 345 678
   Parking	Visitor parking at rear (first 2 hours free)
   Special Requirements	Medical facility - technicians must sign in, no work in patient areas during clinic hours (8am-6pm)

5. Enter building information:

   Field	Value
   Building Type	Medical/Healthcare
   Floors	3
   Area (sqm)	2,500
   Occupancy	Approximately 150 daily
   Year Built	2024

6. Enter fire safety details (if your system captures these):

   Field	Value
   Fire Panel Location	Ground floor, reception corridor
   Fire Panel Type	Addressable - will confirm make/model on first visit
   Hydrant/Sprinkler	Yes - full sprinkler system
   Alarm Type	Monitored (company TBC)

7. Add location notes:
   New construction - Dec 2024
   First compliance certification required
   Building has:
   - 3 floors (G, 1, 2)
   - Basement car park (separate compliance)
   - Rooftop plant room
   
   Fire equipment installed but not yet commissioned
   for ongoing compliance. Initial AS1851 audit required.
   
8. Click Save

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Step 4: Prepare the Quote (10 minutes)

1. Navigate to Finances > Quotes
2. Click Create Quote
3. Select the customer:
   • Start typing “Parkview”
   • Select “Parkview Medical Centre”
   • Location will auto-populate
4. Set quote details:

   Field	Value
   Quote Date	[Today]
   Valid Until	[30 days from today]
   Reference	REF-PMC-2024-001

5. Add line items: Initial Setup Services:

   Description	Qty	Unit Price	Amount
   Initial Fire Safety Audit - AS1851 Compliance Assessment	1	$850.00	$850.00
   Fire Equipment Register Setup & Tagging	1	$350.00	$350.00
   Essential Safety Measures Report (Initial)	1	$450.00	$450.00

   Annual Services:

   Description	Qty	Unit Price	Amount
   Annual Fire Safety Statement Preparation	1	$650.00	$650.00
   Fire Panel Annual Test & Certification	1	$380.00	$380.00
   Emergency & Exit Lighting Annual Test	1	$420.00	$420.00

   Quarterly Services:

   Description	Qty	Unit Price	Amount
   Fire Extinguisher Quarterly Inspection (per visit)	4	$185.00	$740.00
   Fire Hose Reel Quarterly Inspection (per visit)	4	$95.00	$380.00

6. Review totals:
   Subtotal: $4,220.00
   GST (10%): $422.00
   Total: $4,642.00
   
7. Add introduction text:
   Dear Sarah,
   
   Thank you for choosing Taskr Fire Services for your fire safety
   compliance needs. We're pleased to provide this quote for
   Parkview Medical Centre's first year of service.
   
   This quote includes all required services to achieve and maintain
   AS1851 compliance for your new facility.
   
8. Add terms and conditions:
   Terms & Conditions:
   - Payment due within 30 days of invoice
   - Quote valid for 30 days
   - Prices include GST
   - Work scheduled upon quote acceptance
   - 48 hours notice required for appointment changes
   - Additional faults/repairs quoted separately
   
   Service Guarantee:
   - All work performed by licensed technicians
   - Full documentation provided for compliance
   - Certificates issued within 48 hours of service
   
9. Click Save (don’t send yet)

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Step 5: Review and Send Quote (3 minutes)

1. Preview the quote
   • Click Preview or View PDF
   • Check formatting and layout
   • Verify all details are correct
2. Check branding
   • Logo appears correctly
   • Contact details accurate
   • Professional appearance
3. Send the quote
   • Click Send
   • Verify email: [email protected]
   • Add a personal message:
   Hi Sarah,
   
   Great speaking with you today. As discussed, please find
   attached our quote for fire safety compliance services at
   Parkview Medical Centre.
   
   The quote covers everything needed for your first year:
   - Initial compliance audit and setup
   - Annual certifications
   - Quarterly maintenance inspections
   
   Let me know if you have any questions. I'm happy to discuss
   the scope or adjust anything to better suit your needs.
   
   Best regards,
   [Your name]
   
4. Click Send Quote

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Step 6: Set Follow-Up Reminder (1 minute)

1. Add a note to the customer record:
   Quote QT-0123 sent [today's date]
   Follow up: [3 business days from now]
   
2. Add to your task list or calendar:
   • Follow up call if no response in 3 days
   • Quote expires in 30 days

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⚡ Pro Tips

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During the Initial Call

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Quote Presentation

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Setting Up for Success

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🔄 Variations

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What if they have multiple locations?

1. Create the customer once
2. Add each location separately
3. Locations can have different:
   • Addresses
   • Contacts
   • Access requirements
   • Service needs
4. Quote can include multiple locations

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What if they want to compare options?

1. Option A: Full service (as quoted)
2. Option B: Essential only (just required compliance)
3. Option C: Premium (includes 24/7 monitoring)

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What if they’re an existing customer of a different service?

1. Search for them first before creating
2. If found, add the new location to existing record
3. Note the relationship in customer notes
4. Cross-reference any related contacts

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What if you’re taking over from another provider?

Previous provider: ABC Fire Services
Reason for change: Service quality issues
Note: Request copies of previous reports/certificates
Last service date: [if known]

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❓ Common Questions

Create them right away. You need the customer record to create the quote. They’re in your system as a prospect until they accept.

Create what you have. You can add details later. It’s better to have a partial record than lose track of the inquiry.

Detailed enough that a technician who’s never been there can find their way in. Think: parking, entry points, who to ask for, any quirks.

Follow up! A quick call shows you’re attentive. “Hi Sarah, just checking you received the quote - any questions I can answer?”

Don’t discount in the original quote. If asked, create a new version with adjusted pricing and clear explanation of what’s reduced.

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✅ New Customer Checklist

• Company name and details correct
• Contact information complete
• ABN/tax details recorded
• Payment terms set
• Internal notes added

• Primary contact added
• Best contact method noted
• Availability recorded

• All sites added
• Access instructions complete
• Site contacts identified
• Building details captured
• Special requirements noted

• All services included
• Pricing accurate
• Terms and conditions included
• Professional presentation
• Sent with personal message

• Follow-up date set
• Quote number noted
• Next steps clear

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What Happens Next?

1. Quote status → Approved
2. Convert to job(s) → Create scheduled work
3. Schedule initial audit → First visit
4. Begin service relationship → Ongoing work