Team Onboarding and Training Template

Your technology and processes are only as effective as the people using them. A structured onboarding plan helps new team members become productive faster, reduces mistakes, and improves retention. Use this template to build a consistent onboarding experience.

Pre-Start Checklist (Before Day 1)

• CRM account created — Set up their Housecall Pro, ServiceTitan, or Jobber account with correct permissions.
• Email account set up — Company email ready with signature template.
• Equipment prepared — Uniform, tools, vehicle, phone, tablet, or any required equipment.
• Paperwork ready — Employment agreements, tax forms, direct deposit, company policies.
• Training schedule shared — Send the new hire a clear schedule for their first two weeks.
• Team notified — Let existing team members know who's starting and their role.

Day 1: Welcome and Orientation

• Company overview — Mission, values, history, and what makes you different.
• Team introductions — Meet everyone they'll work with.
• Office/shop tour — Where everything is, including tools, materials, and supplies.
• Safety briefing — Company safety policies, PPE requirements, emergency procedures.
• Communication expectations — How the team communicates (phone, text, Slack, app), response time expectations.
• End-of-day check-in — Answer questions and get their initial impressions.

Week 1: Tool and System Training

CRM Training (Days 2-3)

• Logging in and navigating the app — Mobile and desktop walkthrough.
• Viewing the schedule — How to see their assignments for the day.
• Updating job status — En route, arrived, in progress, complete.
• Adding job notes and photos — What to document and when.
• Creating estimates — Using the price book, adding line items, sending to customer.
• Processing payments — Taking credit cards in the field.
• Practice exercises — Create test estimates, process test payments, update test jobs.

Communication Tools (Day 4)

• Using the company phone or app — How calls are routed and tracked.
• Customer communication guidelines — Tone, professionalism, what to say and not say.
• Internal messaging — How to communicate with the office and other team members.
• After-hours procedures — Emergency call handling and escalation.

Company Processes (Day 5)

• How a job flows from lead to completion — The full lifecycle.
• Estimating process — How to assess, quote, and close.
• Invoicing and payment collection — When and how invoices are sent.
• Review request process — How and when to ask for reviews.
• Warranty and callback procedures — How to handle issues after a job.

Week 2: Field Training

• Shadow an experienced technician — Observe at least 3-5 jobs covering different service types.
• Supervised solo work — Perform jobs independently with a senior team member available by phone.
• Customer interaction coaching — Practice professional greetings, explaining work, and presenting estimates.
• Vehicle and tool procedures — Inventory management, vehicle cleanliness, tool maintenance.
• End-of-week evaluation — Review performance, address gaps, and set goals for weeks 3-4.

30-Day Milestones

• Can navigate CRM independently — No assistance needed for daily tasks.
• Completes jobs within expected timeframes — Efficiency is improving.
• Customer satisfaction is positive — No complaints or callbacks.
• Follows all company processes — Consistent with documentation, communication, and procedures.
• Formal 30-day review completed — Sit down, review performance, set 60-day goals.

60-Day and 90-Day Check-ins

• 60-day review — Are they fully independent? Hitting performance targets? Any training gaps to address?
• 90-day review — Final probationary review. Decision to confirm, extend training, or part ways.
• Ongoing education plan — Quarterly training on new services, tools, safety, and customer service skills.

Training Tips for Success

• Don't rush it — Two weeks of proper training saves months of correcting mistakes.
• Document everything — Create simple one-page guides for common tasks and keep them in a shared folder.
• Assign a mentor — Pair new hires with an experienced team member for their first month.
• Celebrate early wins — Acknowledge when they do something well. It builds confidence and loyalty.
• Get feedback — Ask the new hire what's working and what's confusing. Use their feedback to improve your process.