How to keep customer and site history in one place

Keep customer history against the customer and site history against the place where work happens. A customer may have several properties, while a site may have repeat visits, projects and different contacts. Joining those records prevents instructions being carried into the wrong job.

Explore the wider leads and customer records guides for the steps around this decision.

Separate the three layers

Layer	Information to retain
Customer	Correct payer, contact methods and relevant communication
Site	Address, practical access instructions and work-specific notes
Job or visit	Agreed scope, date, crew, completion and invoice reference

The permanent record should distinguish a standing instruction from a one-off exception. ‘Use the side gate’ may remain relevant; ‘customer will be home next Tuesday’ should not become an undated site instruction.

An illustrative two-site customer

Example Customer pays for maintenance at two properties. Site A has a locked gate; Site B needs a different contact to arrange access. Both appear under the same customer history, but their notes remain separate. A landscaping project at Site A should not change the service instructions for Site B.

Use customer and job references in notes so the office can retrieve the accepted quotation and resulting invoice. Avoid creating another customer every time the address or service changes. Check possible duplicates by verified identifiers rather than merging solely because two names resemble each other.

Keep history usable

Record decisions, not every casual message. Add a date and author to material changes where the tool allows it. Preserve the accepted scope and identify subsequent changes clearly. Review access notes so old instructions do not keep resurfacing.

Customer and site information can include personal data. Limit collection, restrict access by business need and set retention rules appropriate to the records. JobDiary provides customer and job-history records; exact site relationships and available fields should be confirmed in your current setup. A helpful history makes the next action easier without becoming an unnecessary archive of private conversations.

Connect this to the next step

Continue with How to track enquiries before they become jobs. If the next issue is elsewhere in the workflow, use How to send a quote from your phone before leaving site.

See JobDiary customer and lead records to check how the product supports this work. Use the current product description and a trial to verify the fit for your business.