Customer Care Playbooks
Know exactly what to do when a customer complains
A Customer Care Playbook is a phone-friendly guide your team pulls up when a customer complains. It shows what to say, what to check, what to do, and when to get the owner.
What’s inside
One card for each complaint your team actually hears, like "the job isn’t finished" or "the price is higher than quoted." Each card walks through the next steps.
Your refund policy, when you redo work for free, and who can approve money, all in plain words so nobody has to guess.
The same checks every time, so every customer gets the same fair answer, whoever picks up.
Texts and emails written ahead of time. Your team copies one, adds the name, and sends it.
What a card looks like
Three example cards from three different businesses. The blue tags are the owner’s own rules, filled in from their setup sheet, so every card gives the answer that business would give.
Fitness studio“Refund me or I’ll post a bad review”
A member says they’ll leave a bad review unless they get a refund or free classes.
“I hear that you’re not happy, and I want to understand why. Tell me what went wrong.”
- If something really went wrong, fix it using the right card.
- Don’t negotiate on the spot: “I’m not able to make that decision, but I’ll get you an answer by [time].”
- Take it to Rule S2Owner plus one named studio manager with the member’s history.
- Then follow Standard Steps.
Rule S2Owner plus one named studio manager, always.
RestaurantDisputes the automatic gratuity
A large party objects to the automatic gratuity or service charge on their bill.
“I understand. Let me explain. For parties of your size, a gratuity is added automatically, as noted on the menu. Let me get our manager to talk it through with you.”
- Show where Rule S8Automatic gratuity for parties of 6 or more, printed on the menu and told to the host when booking is printed on the menu or was told at booking.
- Get the manager. Only Rule S2The manager on duty up to a set amount; the general manager or owner above that removes or reduces it.
- If the service was poor, treat that as its own complaint.
- Then follow Standard Steps.
Rule S2The manager on duty up to a set amount; the general manager or owner above that.
Tell large parties about the gratuity when they book and when they’re seated Rule S8Automatic gratuity for parties of 6 or more, printed on the menu and told to the host when booking.
ElectricianWaiting on the utility or the inspector
A service upgrade, EV charger, generator, or new circuit is done or nearly done, but the customer is waiting for an inspection or for the utility to reconnect.
“I understand. You want this finished. Let me check exactly where it stands with the [inspector / utility], and I’ll call you back today with the next date.”
- Check the permit status and inspection date Rule S12We pull every required permit, list the fee as its own line on the quote, and book the inspection, or the utility’s work order.
- Tell the customer who is responsible for the next step and the realistic date.
- Set a regular check-in until it’s done, even when nothing has changed.
- Then follow Standard Steps.
Rule S2Owner plus one named service manager, for any credit.
Explain the permit, inspection, and utility steps and typical timelines at signing Rule S12We pull every required permit, list the fee as its own line on the quote, and book the inspection.
A free training deck and quiz for your team
Every new playbook comes with a team training deck and quiz, built from your own rules and sent once your playbook is live. Walk through it at your next team meeting so everyone knows the cards before the next complaint.
Try the example below from a made-up fitness studio. Each situation asks “What would you say?” first, then shows the answer, and it ends with a short quiz.
Try the example deckBuilt for crews
Everyone reads the same rules in the language they’re most comfortable with. Spanish comes with Premium.
It opens in the phone’s web browser, on the job or in the truck.
Nothing to download and nothing to update. Your team opens a link.
How it works
- 1Pick your playbook
Start from the base playbook for your trade, already full of the complaints businesses like yours run into.
- 2Fill in a short setup sheet
Tell us your rules: refunds, fixes, who approves what. We never make up a policy for you. Anything we aren’t sure about comes back to you as a question.
- 3Your team gets a link
They open it on their phones and use it the next time a customer is upset.
Plans
The base playbook for your trade, set up once from your setup sheet, for a team of up to 5, plus a free team training deck and quiz. MinnSight publishes your rule updates twice a year.
Change your rules and cards any time, keep a Spanish version in step, give every staff member a login, and see who used it and what they missed. Your training deck updates whenever your rules change.
Questions owners ask
No. It’s a web page that opens on any phone. They can save it to the home screen so it’s one tap away.
From you. Your setup sheet sets every rule. If something isn’t clear, we ask instead of guessing.
No. MinnSight never replaces software, we fill the gaps. The playbook covers the moment a customer is upset, and your scheduling and billing tools stay as they are.
On Free, MinnSight publishes up to two rule updates a year for you. On Premium, you edit and publish whenever you like, your team confirms they’ve read the change, and your training deck and quiz update to match.
Every new playbook comes with a free team training deck and quiz, built from your own rules and sent once your playbook is live. Walk through it at a team meeting, or let people click through the quiz on their own.
Yes. Start on Free and upgrade to Premium from your portal when you want more.
Want customers to report a problem themselves, before anyone has to call? That is the Customer Portal.
Give your team the answer before the next complaint.
Start free with the playbook for your trade, or take the free audit and we’ll show you where else your team is guessing.