Table of Contents
Overview
Keep track of important client details whether you’re at the office, on the way to a job, or out in the field.
In Jobber, clients are the building blocks for work. Requests, quotes, jobs, and invoices are all associated with clients. Clients are also where details like contact information and property details are recorded.
Creating and editing a client
Click the Clients tab on the sidebar. This will take you to the client index page where you can view your client list. In the top right of this page, click the New Client button to create a new client.
This will bring you to the client create page, where you can see both the client details and the property details.
On the client create page, can enter the following details:
- Title: This is an optional field, you can select Mr., Mrs., Ms., Miss., or Dr., as a way to address this client.
- Contact Name: A first and last name for your customer
- Company Name: An optional company name for your customer. Check the checkbox if you would like to use the company name as the primary name for this client.
- Billing address: An optional billing address that Quotes and Invoices will be addressed to instead of the Property address.
- Phone: Multiple phone numbers of different types (main, work, home, mobile, fax, and other) can be added. You can turn the toggle switch to ON if you would like to send text messages to this number. If the client has requested to not receive text messages (by replying "Stop" to messages from Jobber), you will see a message letting you know that they have requested not to receive text messages. If the client wants to resume receiving texts, they can text "Start".
- Email: Multiple e-mail addresses of different types can be added
- Lead Source: From the dropdown, select how this client learned about your business. Learn more about lead sources.
- Automated notifications: When turned on, these toggle switches enable this client to receive notifications for assessment and visit reminders and job follow-ups.
- Property Address: The service address for the first Property under this Client.
- Additional client/property details: These are custom fields. If you would like to store more information, custom field will give you additional fields to fill out.
Note: It is not possible to merge two client profiles into one in Jobber.
When saving the client there are two options:
- Save client: This option saves the client, then brings you back to the same client's profile where you can look over the details.
- Save and create another: This options saves the client, then you are taken to another client creation screen where you can create another new client.
Track lead sources
The lead source field on clients is available on Grow, Connect, and Core plans. View our current pricing plans.
To check what plan you're on, navigate to the Gear Icon > Account and Billing. If you have any questions about your plan's features or pricing, our support team is here to help!
When adding or editing a client, there is a field for Lead Source. This is where you can indicate how this customer found your business. The lead source field has dropdown options for:
- Referral
- Flyer
- Vehicle wrap
- Event
- Other
You can also choose to add your own custom lead source. From the lead source dropdown menu, select Create New and then enter the name of the new lead source and select Create.
Once selected, the lead source appears on the client's profile as well as a column option in the client contact info report.
Automatically add lead sources using UTM tracking
If you are using paid marketing to get leads, your UTM (Urchin Tracking Module) tags can be used to track where the lead came from and automatically fill out the lead source field on clients. UTM tags are small pieces of text added to the end of a URL that help track marketing performance. UTM tags can be added directly to your request and online booking URLs to track how these clients found you.
A UTM tag is made up of a base URL and one or more UTM parameters. The parameters Jobber uses to automatically add your lead source are:
- UTM source (for example: utm_source=google)
- UTM medium (for example: utm_medium=email)
- UTM campaign (for example: utm_campaign=summer_sale)
- UTM term (for example: utm_term=spring+cleanup)
- UTM content (for example: utm_content=blue_banner)
With the addition of a UTM tag, your request link may look like:
https://clienthub.getjobber.com/client_hubs/c41b3424-827e-4ab9-a74d/public/work_request/new?utm_source=facebook
Leads that come into Jobber from submitting a request form with the above URL would be labelled with "Facebook" as the lead source, automatically.
With the addition of a UTM tag, your online booking link may look like:
https://clienthub.getjobber.com/booking/c41b3424-827e-4ab9-a74d?utm_source=website
Leads that come into Jobber from online booking with the above URL would be labelled with "website" as the lead source, automatically.
Lead sources can be tracked using the Client Lead Source Report.
Add UTM tracking to your request link
To track the source of your request leads, start by customizing your request URL:
- Navigate to the Gear Icon > Settings > Requests.
- From the "Share request form" section, select the View Link Options button.
- Copy the request URL by selecting the Copy URL button.
- Paste the request URL somewhere you can edit the text such as a Google doc or Word doc, then from the URL replace "source=social media" with the UTM source for the source you're tracking, for example, "utm_source=website".
- Update or add the new URL to the places where your clients are booking so that you can track which customers are coming in through this lead source. This might be a specific page of your website (you may wish to format this link as a button) or your social media accounts.
- Repeat for any additional sources you wish to track.
Requests submitted from this URL:
https://clienthub.getjobber.com/client_hubs/c41b3424-827e-4ab9-a74d-c21283d55aaa/public/work_request/new?utm_source=Jobber_help_center
Will come into Jobber with the lead source automatically entered:
Add UTM tracking to your online booking link
To track the source of your online booking leads, start by customizing your online booking URL:
- Navigate to the Gear Icon > Settings > Online Booking.
- From the "Share booking link" panel on the bottom of the Online Booking settings page, select the Copy Link button.
- Paste the online booking URL somewhere you can edit the text such as a Google doc or Word doc, then from the URL add "?utm_source=" followed by the source you're tracking, for example, "utm_source=Jobber_help_center".
- Update or add the new URL to the places where your clients are booking so that you can track which customers are coming in through this lead source. This might be a specific page of your website (you may wish to format this link as a button) or your social media accounts.
- Repeat for any additional sources you wish to track.
Online bookings submitted from this URL:
https://clienthub.getjobber.com/booking/5b804d6f-0561-41f6-998e-7663b2aea679?utm_source=Jobber_help_center
Will come into Jobber with the lead source automatically entered:
The client page
If you click on a client from the list, it will take you to the main page of information for the client. You’ll find the entire history of your work with this client here.
The client page is broken down into the following sections:
- Contact Info: This is where you'll see the client's phone number(s), email addresses(s), lead source, client custom field information, and integration custom fields (such as Xero or QuickBooks Online).
- Properties: Service addresses for this client.
- Client Overview: Quotes, jobs and invoices for this client. The Active work tab shows work that is currently open or active.
- Visits/Tasks/Reminders: All current and completed tasks for this client. These are ordered by date, with completed items on the bottom of the list.
- Tags: Any tags you've added for this client. Learn more about Tags
- Billing History Box: All invoices, payments and deposits for this client. Learn more about the Billing History Box.
- Notes & Attachments: Add internal notes to a client to keep track of client’s preferences and other information.
- Client Communications: See a list of the emails and text messages that you have sent this client.
The More Actions button has options for creating new items that will automatically be associated this client. The options are:
- Request: Create a new request for this client.
- Quote: Create a new quote for this client.
- Job: Create a new job for this client.
-
Invoice: Create a new invoice for this client.
- When creating an invoice from the client page, you will have an option to include any jobs that are in requires invoicing status, so you can include multiple jobs on a single invoice.
-
Collect Payment: Record a payment for this client.
- Note: This is a record of a payment that you've already received, such as a cash or check payment. Cards cannot be charged when collecting a payment on a client's profile. If a client is making a payment by card, they can pay online through client hub or you can collect their payment and enter their card details on an invoice.
- Task: Create a new task for this client.
- Calendar Event: Create a calendar event for this client.
- Property: Create a new property for this client.
-
Show on Map: View the client's property in Googe Maps.
- Note: This option is only available if the client has one property. If they have multiple properties, you can view them on a map by clicking the Pin Icon on the property page.
- Adjust Map Location: If you need to update where the map shows the property, it can be adjusted. Learn how to Adjust a Map Pin.
- Archive Client: Archive this client so that they no longer show as active.
- Download VCard: Export this client in VCard format. VCards can be added to your phone (or other devices) to import this client as a contact.
- Send Login Email: Send an email to invite your client to log into client hub. Client hub is where they will view their quotes, invoices, appointments, and wallet.
-
Log in as Client: Preview what your client will see in client hub.
- Note: Some actions are disabled in client hub when you preview, but will be available to your client.
Client list
Clicking Clients from the side navigation menu will bring you to your full list of clients.
The client index page shows your full client list. You can search or properties using the search bar in the top left.
At the top of the list are some metrics to help you understand how your business is performing, including:
-
New leads: On pricing plans that include lead management, new leads added in the last 30 days (including today) will show. There is a trend indicator to show change over the previous time period. Hover over the trend indicator to see a breakdown of the leads per period.
Note: When a lead becomes an active client, they are not removed from the "new leads" count up top. However, they will appear as an active client in the clients list. A lead becomes an active client when they approve a quote, have a scheduled job, or an sent invoice. -
New clients: This is the number of new active clients added in the last 30 days (including today). There is a trend indicator to show change over the previous time period. Hover over the trend indicator to see a breakdown of the leads per period.
Note: When clients are imported, they will appear as both "new leads" and "new clients". - New clients YTD: This shows the number of new active clients added this calendar year (including today).
To narrow down your client list, tags and statuses can be used as filters. Click Tags or Status to open a list of all tags and statuses and select one to filter the list. If you are filtering the list with tags, multiple tags can be selected. Learn more about Tags.
Clients can be sorted by name or last activity. Click on the Name or Last activity headings to sort your client list in ascending or descending order.
To remove filters from your client list, click the Status dropdown, then select All.
Clients can also be searched using the search bar. When filters are applied to the client list, the search bar text will say "Search filtered clients". When no filters are applied, it will read "Search all clients".
Actions on the client list
There are actions you can take on clients directly from the client list that save you the time of clicking into the client. These actions are:
- Edit tags (including adding and removing tags)
- Sending a general email
- More actions - Select ... (More actions) to:
- Archive client
- Delete client
Hover over the client in the list to view the actions.
Bulk actions on the client list
Tags can be edited for multiple clients at once. To edit tags for multiple clients:
- Select Clients from the side navigation to view your client list.
- From the client list, check the boxes next to each client name, then select Bulk edit tags from the menu above the client list to open the Edit tags pop-up.
- For the selected clients, select tags to add or remove.
- Then select Save.
To select all clients, check the box above the list to check the box beside every client.
To deselect all your selections, click Deselect all located above the list.
Lead labels
Lead management is available on select plans. View our current pricing plans.
To check what plan you're on, navigate to the Gear Icon > Account and Billing. If you have any questions about your plan's features or pricing, our support team is here to help!
Lead labels show on your client list and on the client profile, you can track and manage your clients and leads. This way you can tell at a glance who is an existing client and who is a prospective client allowing you to prioritize your time and resources.
In order to track which people have had work done, the label for "lead" will appear until one of these actions are taken:
-
A job is created for them
-
An invoice is sent to them
-
Their quote is approved
These actions represent the jump from a lead or prospective client to a client. Once one of these actions have happened, the "lead" label will be removed from the client's profile.
Archiving clients
Clients can be marked as Archived if they are someone who you no longer consider a client but would like to keep a record of them and the work performed. Archiving a client removes them from your client list, but does not delete them. You will still be able to see their past requests, quotes, jobs, and billing history and they will still be able to access their client hub.
From the clients profile, click More Actions > Archive Client.