Managing Construction Service Operations

by Mateusz Kuczera

Published January 9, 2023

Eclectricity is a company which provides electrician services to troubleshoot and repair electric issues throughout the city. Robert is an electrician and Mila is the company’s dispatcher, sending workers to the jobs the need to completed. A client calls Eclectricity for a job and Mila answers.

“Eclectricity, this is Mila. How may I help you?”

With an obviously distressed voice, the client says “it’s minus thirty outside and half the building doesn’t have any heating! You have to send someone now!”

Mila, a little taken aback, responds “Alright, I will send someone right away!”

“Thank you!” responds the client and hangs up.

Mila takes the phone and immediately calls Robert who is already on a job. With the same sense of urgency as his client, Mila tells Robert “Robert! You have to go to a client! They lost heating to half of the building and need someone as soon as possible.”

Robert, being the experienced electrician he is, calmly responds “who is the client and what’s the address? And did you ask if the heating was electrical?”

Mila freezes, stays silent for a few seconds before finally saying “let me call you back.”

Even in the middle of a panic, there are fundamental things that need to be verified before agreeing to do work for a client, old or new. And even after the work is done, actions need to be taken to finalize.

Pre-job check

Before committing to a client that work can be done, several different aspects need to be confirmed. Below is a summary list of the questions to ask prior dispatching a technician to a job site.

  • What is the problem and is the problem clear?
  • Is the problem within the right trade?
  • Is the company able to provide service?
  • What is the address?
  • Is the technician available?
  • Is the technician trained and capable?
  • Does the job fit within the schedule?
  • Are all estimated materials available?
  • Is there access to the job site?
  • Is there access to all affected units/electrical room?
  • Are there permits needed to do the work?
  • Is a local shut-down required? Is it scheduled?
  • Are users advised if a shut-down is necessary?
  • Is there coordination needed with the city for shutting down utilities?
  • Are the payment terms clear to the client?
  • Where does the invoice need to be sent?

On the job

Once on the job, the technician needs to collect information about the problem. This information must be added to the work order whether during the task or very shortly after it has been completed. It is recommended to provide 30 minutes per job to allow workers to complete their work orders correctly.

  • Is the job site safe?
  • Pictures of the problem/location of the problem
  • Description of the problem
  • Description of the troubleshooting done
  • Description of the cause (if found)
  • Description of the solution needed
  • Are all materials needed for the work available?
  • Is there enough time to implement the solution?
  • Does a technician need to come back?
  • Is an official inspection required?
  • Does another trade need to supplement the work?
  • Completion of the work order time & material
  • Put the work order in the completed state

Post-job checks and tasks

After the work order is completed, it is necessary to confirm that the problem has been solved. If there is a need to schedule a follow-up call or an inspection, it is recommended to add a new work order prior closing the current one. When closing the current work order, the following checks are needed to ensure information is accurate.

  • Contact client and confirm that work is completed
  • If incomplete, create new work order for follow-up job
  • Ensure description of the solution carried out is correct
  • Verify the accuracy and correctness of the content of the work order and all descriptions
  • Generate the invoice
  • Send invoice to client

Post-completion payment

When the job has been completed, depending on the client type, it is recommended to proceed with two different payment approaches. For larger clients, sending invoices as the jobs are done and waiting for lump sum payments is the preferred approach. Larger clients manage payments in a structured manner and prefer providing payments periodically.

For smaller clients (residential and such), it is recommended to receive payment immediately after the job has been completed. While this requires digital integration, it is the most efficient and effective way to receive payments for jobs.


Managing day-to-day service operations in a small business is not rocket science, but requires careful planning and flawless customer support. With checklists, a planning software, and an invoicing software, operations management becomes easier and scalable, leading to better customer satisfaction. But managing inventory is also mandatory for service. Read more on inventory management!