Customer Help Guide
Turn your manuals into simple "try this first" steps, so customers can fix the easy stuff and you show up ready for the rest.
Word
Lots of service calls are simple fixes a customer could do in 2 minutes: a tripped breaker, a dirty filter, a setting that got changed. A short guide helps customers fix the easy stuff, and helps you show up ready for the rest.
The method
Use your Customer Question Log, or ask your team: "What do we get called for that turns out to be simple?"
Product manuals, your own notes, and what your techs or staff say they check first.
"Safe for anyone" or "Call us." See the piles below.
The prompt in the download turns your source into a short guide, one problem at a time.
Your most experienced tech or staff member reads every guide before it goes out. If they wouldn't want a customer doing a step, take it out.
Website help page, booking confirmation email, a sticker or card left after a visit, or the text you send when someone calls.
Need a list of your top problems first? Start with the free Customer Question Log.
The two piles
- Checking a switch or a setting
- A filter or batteries
- A reset button: press it once. If it trips again, email us.
- The power cord
- Anything that needs tools
- Opening a panel or cover
- Electricity beyond a plug or breaker
- Gas, water lines, or chemicals
- Ladders or climbing
What the customer sees
[Business Name] Help Guide [Problem in the customer's words] Before you call, try this: 1. [Step] 2. [Step] 3. [Step] Stop and call us right away if: - [Warning sign] - [Warning sign] When you call, have this ready: - [Model number, error code, etc.] Still not working? We're here to help. Call [phone] or book at [link].
Quick rules
- Safety first. When in doubt, it's "call us."
- A pro checks every guide before customers see it.
- Never tell customers a step will void their warranty, or won't. Point them to the manual or call.
- Update guides when a product or process changes.
Send me the guide
Enter your email and download the Word file to keep. Printable and offline, work through it at your own pace.
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Customer Help Guides, Done for You
Send us your manuals and notes. We write up to 10 help guides for you, using the same safety rules, ready for your team to check.