Existing job calls without duplicate service requests

The decision to make first

A customer calling about a job already on the board needs continuity, not a second new-customer record in the queue. Ask whether the call concerns an existing request before starting a new intake; matching an address alone should not establish identity.

What the handoff should contain

Capture the existing reference if available, callback details, service address and the specific update requested by the customer.

Suggested wording to approve

Example wording: “Is this about a request already with our office? If you have a reference, I can include it for the team to locate the right job.”

Test the difficult case

Test two household members calling about one job and a caller using an old reference from a different property. Do not disclose appointment details or previous notes merely because the incoming number resembles a customer record.

Worked example

Fictional example: A customer calls about request EX-104, which already concerns a downstairs bathroom. Today they are asking when the office will respond, not reporting a new fault. The useful outcome is an update attached for staff review, with no second dispatch item and no disclosure of private notes to an unverified caller.

Review it in operation

Track duplicate requests separately from genuine repeat visits so the office can improve matching without hiding new work.

Check before you launch

• Ask whether the call concerns an existing request before starting a new intake; matching an address alone should not establish identity.
• Capture the existing reference if available, callback details, service address and the specific update requested by the customer.
• Test two household members calling about one job and a caller using an old reference from a different property.
• Track duplicate requests separately from genuine repeat visits so the office can improve matching without hiding new work.

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