How to handle customer service?
Short answerHandle a post-visit complaint in four moves: acknowledge it the same day, gather the facts including photos, offer a fix and a date, then check back afterwards. Speed of acknowledgement matters more than speed of resolution when the customer is upset.
The explanation
A same-day reply, even if only to say you are looking into it, stops most complaints from growing. Silence turns a small problem into a public one. Acknowledge, then investigate.
Gather the facts from both sides. Ask the customer for photos if relevant, check your job notes and talk to the tech without accusing. Often the truth is a mismatch in expectations, such as what was included, and the fix is clearer paperwork next time.
Decide a fair remedy and put a date on it. If you were wrong, say so plainly and fix it. If the customer misunderstood the scope, explain kindly and offer to help anyway. After the fix, ask whether things are right now. Keep a note of what happened so patterns show up.
What to watch for
- Replying only after the customer posts a public review.
- Offering a refund before you know what went wrong.
How Apex does it
In progress
Part of this is built. The rest is not. Status as of 2026-10-07; the badge shows the least-built feature involved.
Apex keeps notes and activity history on each customer, and works toward job checklists and before and after photo documentation. Notes are built, checklists are partly built, and photos are built as a screen only.
- LD13Notes and activity history per customer(Built)
- SC25Job checklists / forms(In progress)
- MB16Before/after photo documentation(Rolling out)
Apex Flow Scheduler is in early access. See how we label status.
Where this question comes from: owners type it, or a close variant, into search boxes. It was returned by public search suggestions (Google, Bing or DuckDuckGo) when we collected them on 2026-10-06. We do not have search volumes.