Appliance Repair Customer Journey – Process Flow

This flow maps the customer journey from the moment an appliance problem appears to post-service follow-up and repeat business.

1. 1 Appliance problem appears +
   • Customer notices an appliance is not working or malfunctioning.
   • Customer decides whether to ignore it, DIY, or seek professional help.
2. 2 DIY attempt vs. professional help +

   DIY repair attempt

   • Customer searches online (YouTube, blogs, manuals) for quick fixes.
   • Customer attempts basic troubleshooting or repair.
   • If DIY works → Problem resolved (no pro needed).
   • If DIY fails or feels unsafe → Customer decides to hire a professional.

   No DIY attempt

   • Customer immediately decides to contact a professional repair company.
3. 3 Customer looks for an appliance repair company +

   Customer needs professional help and chooses a path to find a company:

   3.1 Previous appliance repair company

   • Customer searches old receipts, invoices, emails, or text messages.
   • Finds the old appliance repair company’s name and phone number.
   • Calls directly or clicks a phone/website link from past communication.

   3.2 Realtor or property manager

   • Customer contacts their realtor or property manager for a recommendation.
   • Realtor/property manager:
     • Uses their preferred vendor list or
     • Searches Google / Google Maps / online listings for local repair companies.
   • They either:
     • Call the appliance repair company directly, or
     • Send the customer a phone number or website link.

   3.3 Google / Google Maps search

   • Customer searches: “appliance repair near me”, “washer repair [city]”, etc.
   • Reviews Google results and map listings:
     • Star ratings and number of reviews.
     • Photos, proximity, and service area.
   • Customer either:
     • Click-to-call from Google listing, or
     • Clicks through to the company website.

   3.4 Online directories & marketplaces

   • Customer uses platforms like Yelp, Angi, Thumbtack, HomeAdvisor, etc.
   • Filters by rating, distance, price, or response time.
   • Customer either:
     • Sends a message/job request inside the platform, or
     • Calls directly or clicks through to the company website.

   3.5 Friends, family, neighbors & local groups

   • Customer asks people they trust for a referral.
   • Posts in local groups (Facebook, Nextdoor, HOA, community chat, etc.).
   • Receives a recommended company name, phone number, or website link.

   3.6 Landlord / building / HOA

   • Customer reports the issue to landlord, building manager, or HOA.
   • Landlord/manager:
     • Uses their regular vendor list and calls a repair company, or
     • Gives the customer a trusted company’s contact info or website.

   3.7 Home warranty or insurance provider

   • Customer checks home warranty / insurance policy for coverage.
   • Customer files a claim or calls the warranty/insurance provider.
   • Provider assigns an approved appliance repair company and sends a work order.

   3.8 Manufacturer / authorized service locator

   • Customer goes to the appliance manufacturer’s website.
   • Uses “find authorized service” or dealer locator tool.
   • Selects an authorized repair company and calls or visits their website.
4. 4 Contact with the appliance repair company +

   All paths lead to a first contact with the company via one of these channels:

   • Direct phone call (from Google, listings, referrals, or saved contact).
   • Website visit (from search, referral, or directory listing).
   • Online form submission or booking widget on the website.
   • Live chat or SMS/text widget.
   • Message or request inside a marketplace platform.
   • Referral call or email coming from a realtor, landlord, or warranty company.
5. 5 Intake & appointment scheduling +

   Phone-based intake

   • CSR/office/technician answers the call.
   • Collects customer name, contact info, and address (service area check).
   • Collects appliance type, brand, age, and issue description.
   • Checks urgency (emergency vs flexible).
   • Confirms whether the job is accepted (service area, appliance type, capacity).

   Website / digital intake

   • Customer reviews website content: services, reviews, guarantees, service area, and pricing signals.
   • Decides whether to trust the company and move forward.
   • Contacts through:
     • Click-to-call from the website,
     • Contact form,
     • Online booking calendar,
     • Chat or text widget.

   Appointment set

   • Company offers available dates/time windows.
   • Customer selects preferred time.
   • Company explains visit fee / diagnostic fee / basic pricing.
   • Confirmation is sent (SMS and/or email).
6. 6 Pre-visit & technician arrival +
   • Reminder messages sent ahead of the visit (SMS/email).
   • Technician assigned and route scheduled.
   • Technician travels to the customer’s location and arrives within time window.
7. 7 Diagnosis & repair decision +
   • Technician inspects appliance and runs diagnostics.
   • Explains findings and options to the customer.
   • Provides a clear repair estimate (labor + parts + fees).

   Customer decision

   • Declines repair:
     • Technician may collect diagnostic fee.
     • Provides guidance on replacement or next steps.
   • Approves repair:
     • Technician uses stocked parts or orders parts if needed.
     • Completes the repair and tests the appliance thoroughly.
     • Cleans work area and resets expectations if follow-up is required.
8. 8 Payment, close-out & follow-up +

   Payment & close-out

   • Invoice presented on-site or via email/text.
   • Customer pays (card, cash, check, or online link).
   • Receipt sent and job marked complete in the system.
   • Customer record and appliance details saved in CRM.

   Post-service follow-up

   • Thank-you message and satisfaction check sent.
   • Request for online review (Google, Yelp, etc.).
   • Customer added to email/SMS list for maintenance tips and promotions.
   • Optional reminders set for future maintenance or inspections.
9. 9 Long-term relationship & repeat business +
   • Customer keeps invoices, emails, and contact info for the company.
   • Next time an appliance problem appears, they are more likely to:
     • Call the same company directly, and/or
     • Recommend the company to friends, family, realtors, and neighbors.
   • This closes the loop and feeds new jobs through referrals and repeat clients.