Residential vs commercial service workflows
Plenty of service businesses do both residential and commercial work, then wonder why one system never quite fits. The work might be similar, but the workflows are different. Here's where they diverge — and how to handle both cleanly.
Who you're dealing with
Residential work means dealing directly with the homeowner — the person who decides, pays, and lives with the result. Commercial work usually means a facility manager, property manager, or procurement contact who answers to someone else and follows a process. Your communication and paperwork have to match the audience.
The sales cycle
Residential jobs often close in a single conversation. Commercial work can involve formal bids, multiple approvals, and purchase orders before anyone says go. Expect a longer runway and more documentation on the commercial side.
Pricing and terms
Homeowners typically pay per job, on completion. Commercial clients often want contracts, standing rates, net payment terms, and a PO number on every invoice. Build your pricing and invoicing to handle both single jobs and ongoing agreements.
Documentation and compliance
Commercial work tends to demand more paperwork: work orders, certificates of insurance, compliance documents, sign-offs, and detailed records of what was done. Residential customers want clarity and photos. Capture both, but know commercial clients will ask for more.
Scheduling
Homeowners are flexible-ish but want a tight arrival window. Commercial sites often require specific time windows, after-hours work, badge access, or coordination with other trades. Your scheduling needs to flex for both.
Running both in one place
The goal isn't two systems — it's one system that adapts. The same job can carry a PO number when it's commercial and skip it when it's residential. The same workflow can require a sign-off for a property manager and a quick photo for a homeowner. Configure once, and let each job pull in only what it needs.
Put this into practice with Orbit Command
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