Handling complaints while you're on the tools
A simple mobile workflow for logging customer complaints, sending apologies, and scheduling fixes—all without leaving the job site.
Handling complaints while you’re on the tools
When a customer calls angry and you’re ankle-deep in another job, you need a lightweight workflow. Here’s how to capture the issue, send a fast response, and schedule the fix in Toolfy—all from your phone.
1. Log it instantly (2 minutes)
- Open Toolfy mobile → search customer → add timeline note “Complaint –
{{summary}}”. - Tag the job
Complaintor create a new job if it’s a fresh issue. - Snap/attach any photos the customer sent.
2. Send the template apology (1 minute)
Use the “Field service apology” template we published—copy/paste, tweak details, send via SMS/email.
3. Schedule the fix (3 minutes)
- Create a follow-up job with
needs_followupstatus. - Drop it in the
Unassignedlane with due date. - Assign to yourself or next available tech once you finish current job.
4. Set reminders
- Workflow: when a job has tag
Complaint, send owner + admin a Slack ping until it’s marked done. - Manual backup: set a Toolfy task “Call
{{customer}}after today’s job” so it appears on your My Day list.
5. Close the loop
- After fixing, update the original note: “Resolved, photos attached, customer satisfied.”
- Remove the complaint tag so dashboards show zero open issues.
Need the mobile checklist + workflow template? Email support@toolfy.io and we’ll drop them in.
⚠️ Important Disclaimer
This guide is for general informational and educational purposes only. It does not constitute professional advice of any kind (legal, financial, tax, insurance, or otherwise).
Before making business decisions: Consult with qualified professionals (solicitors, accountants, insurance brokers, etc.) who can assess your specific circumstances. Laws, regulations, and industry standards change frequently and vary by location and situation.
Toolfy and the article authors accept no liability for decisions made or actions taken based on information provided in this guide. You are solely responsible for ensuring compliance with all applicable laws and regulations.
Frequently Asked Questions
How do I log a customer complaint while I'm on another job?
How quickly should I respond to a customer complaint?
How do I make sure complaint follow-ups don't fall through the cracks?
Need this workflow in Toolfy?
Spin up the exact checklist, scripts, and automations from this article inside your workspace.
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