How site visits work
Customer books a time on the platform; you attend. Take measurements, talk through the project, get the information you need to quote properly. Prepare beforehand, turn up on time, and reschedule promptly if you have to.
Site visits are how you turn an indicative project brief into a quote. The customer books a time slot through the platform; you attend.
Booking
Once you've accepted a project invitation, the platform shows the customer's available time slots. You pick the one that works for you and the visit is confirmed. The customer's address is shared at this point.
Preparing for the visit
A bit of preparation makes the visit much more useful — for you and for the customer.
- Review the customer's project information. Read what's in the dashboard before you arrive. Customers spend time describing what they want; reviewing it shows in the conversation.
- Bring measurement tools. Laser measure, tape, phone. Don't rely on the customer to have them.
- Plan parking. Some properties have permits, paid parking, or restricted access. Contact the customer in advance if it's not obvious — small frictions matter.
- Plan for the duration. Most visits run about an hour. Block more if the project is large or complex.
- Be on time. First impressions count. If you're going to be late, message the customer with as much notice as you can.
- Bring something to take notes with. Phone, tablet, or paper. You'll be drawing rough sketches, capturing measurements, and noting things for the quote.
What to do at the visit
- Identify yourself clearly when you arrive. The customer may not have met you before.
- Bring shoe covers or be prepared to remove footwear for cleaner homes.
- Mind the customer's space. Don't enter rooms outside the working area unless invited.
- Take measurements. With your own tools.
- Look at the structural reality — joists, walls, services, anything that affects feasibility.
- Ask about goals, priorities, and trade-offs. Customers value the conversation almost as much as the quote.
- Flag what you spot. Things you've noticed about the property — a damp patch, an electrical concern, a structural element. Flagging proactively is a strong trust signal.
Time on site
A typical site visit is about an hour. Some are shorter for simpler projects; some longer for complex ones with multiple rooms or significant structural work. Don't rush — but don't drag it out either.
If you need to reschedule
If you can't make a site visit, notify the customer as soon as you know. First impressions count, and a polite, prompt rearrangement usually doesn't damage the relationship — silence does.
- Contact the customer immediately. Use the contact details shared with you when the visit was booked — call or text directly, especially if you're running late or hit an emergency. Don't wait until closer to the time, and don't rely on the customer happening to check the platform.
- Apologise briefly and propose new times. A short, professional message — "Unable to make Tuesday at 2pm — terribly sorry, would Wednesday at 11am or Thursday at 3pm work?" — is the right shape.
- Confirm the new slot. Once the customer agrees, the platform updates.
- Don't reschedule a second time unless absolutely unavoidable. Two reschedules in a row reads as a builder who can't be relied on.
What not to do:
- Don't no-show without notice. It's the single fastest way to lose the lead and the customer's trust.
- Don't be vague about the new time. A definite proposal is much easier for the customer to accept than "I'll get back to you when I know my schedule".
- Don't blame the customer's flexibility. Customers booked the slot they could; reschedule politely without making it their problem.
Repeated rescheduling affects the patterns we see in your acceptance and reliability. The platform tracks these, and your future lead allocation reflects them. One reschedule occasionally is fine; a habit isn't.
Submitting after the visit
Submit your quote within a working day of the visit. The article Using the quoting tool covers the platform side.
If the customer can't be there
Some customers arrange access through a friend, neighbour, or estate agent. The platform will say so in advance. Adjust your conversational expectations — you'll get less of the goals and priorities discussion, but you can still measure and observe.
Related articles
- Top tips for making an impact on site visits
- Using the quoting tool
- Costs you cover for site visits