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What's your process for handing off a job when a technician calls in sick?

Teresa Lund

6:45 am call. Jake's out with the flu. I've got four jobs on his board today including a commercial install that needs permits pulled. Usually I can split the smaller stuff between the other guys but the big one's got me stuck.

How do y'all handle this? Do you have backup techs on standby or just shuffle and pray? My supervisor wants me to document the handoff better but honestly we're moving too fast most mornings to do much more than a phone call and some quick notes in the job.

Specifically curious about:

  • How much job detail you try to transfer vs letting the new tech figure it out
  • Whether you notify customers or let the replacement handle it
  • Any FieldPulse features that help with this (tags? notes? something else?)

Thanks

Parents

  • Been on both sides of this. As a tech getting a dumped job, the worst thing is walking in blind. Pro tip: if the original tech already talked to the customer, I need to know exactly what was promised. Nothing worse than showing up saying "I'll assess the situation" when Jake already told them it'd be done today.

    What helps me:

    • Voice memo in the job notes if there's time — 60 seconds beats nothing
    • Customer contact history so I can see if they've been difficult
    • Photos of the site if the sick tech was already there

    We also started using status "In Progress - Handoff" for these situations. Lets the office track how often we're scrambling.

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  • Been on both sides of this. As a tech getting a dumped job, the worst thing is walking in blind. Pro tip: if the original tech already talked to the customer, I need to know exactly what was promised. Nothing worse than showing up saying "I'll assess the situation" when Jake already told them it'd be done today.

    What helps me:

    • Voice memo in the job notes if there's time — 60 seconds beats nothing
    • Customer contact history so I can see if they've been difficult
    • Photos of the site if the sick tech was already there

    We also started using status "In Progress - Handoff" for these situations. Lets the office track how often we're scrambling.

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