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Customers

Customers is the account directory for buyers who have moved beyond the initial sales or application stage and now require ongoing contract, payment, collections, document, request, or post-sales management.

The Customers list helps staff find the correct account. Most detailed work should then be completed from Customer Detail.

What a customer record represents​

A customer record is the business's ongoing account for an approved or established buyer. It may connect to:

  • the original application;
  • one or more leads or sales activities;
  • the purchased or assigned lot;
  • contract information;
  • payment history;
  • outstanding balance;
  • payment requests;
  • statements;
  • documents; and
  • post-sales tasks.

A customer is not simply a renamed lead. The customer record becomes the central operational reference after approval and must remain accurate over the life of the account.

Finding the correct customer​

Before opening or editing a record:

  1. Search by full name.
  2. Confirm phone and email.
  3. Review the linked project, lot, or contract.
  4. Check whether similarly named customers exist.
  5. Confirm the application or earlier sales context where needed.

Do not select a customer based only on a first name or a familiar-looking phone number.

Reviewing the Customers list​

Use the list to identify:

  • recently created customers;
  • customers with active or incomplete contract work;
  • accounts with an open balance;
  • customers requiring collections follow-up;
  • missing documents or payment information;
  • post-sales work still open; and
  • possible data-quality issues.

Useful list fields may include customer name, contact details, lot, contract status, open balance, last payment, or next action. Confirm the exact live columns before final training screenshots are produced.

Creating or linking a customer​

A customer should be created or linked through the approved application/approval workflow. Before proceeding, confirm:

  • the application decision is authorized;
  • the correct applicant is being converted or linked;
  • the selected lot is valid for the approved outcome;
  • duplicate customer records do not already exist;
  • contact information is current; and
  • the next contract or account action has an owner.

Do not manually create a second customer merely because an earlier customer is difficult to find. Search by contact and lot information first.

Maintaining customer information​

Customer contact information may change after approval. When updating it:

  1. Confirm the change directly with the customer or approved source.
  2. Update the correct field.
  3. Review whether related contract or communication records require the same update.
  4. Add a note or activity when the reason is important.
  5. Avoid overwriting historical documents or signed information.
  6. Confirm the new information appears in the areas staff use for contact.

Personal information should be limited to what the business needs and protected from unauthorized sharing.

Example: two customers with similar names​

The Customers list contains Maria Lopez and Maria A. Lopez.

Before recording a payment:

  1. Compare phone and email.
  2. Confirm the project and lot.
  3. Open the contract for the intended account.
  4. Review the recent payment history.
  5. Record the payment only after the correct customer/contract is certain.

This check is especially important when several buyers use family contact information or similar names.

When information does not match​

Escalate and investigate when:

  • the customer and application contact information conflict;
  • the lot on the customer differs from the contract;
  • a payment appears under a different customer;
  • two customer records appear to represent the same person;
  • the open balance differs from the statement or payment history; or
  • a customer exists without the expected approval or contract context.

Do not resolve a mismatch by editing whichever field is easiest. Determine the authoritative source and preserve the reason for the correction.

Common mistakes​

  • Selecting the wrong customer because names are similar.
  • Creating a duplicate customer after an application has already been converted.
  • Updating contact information in only one of several relevant records.
  • Treating the Customers list balance as sufficient without opening the account.
  • Adding sensitive information to general notes.
  • Recording a payment from the list without checking the contract.
  • Assuming customer creation means the contract and payment schedule are complete.

Suggested training media​

Screenshot space: Add a Customers list screenshot showing search, customer name, contact details, lot/project, contract status, open balance, and last activity. Annotate how to distinguish similar names.
Screenshot space: Add a fictional customer-search example using name, phone, and lot filters. Show the checks staff perform before selecting the record.
Diagram space: Add a post-approval relationship diagram: Application approval → Customer → Contract → Payments/Collections → Documents/Requests → Post-sales.
Video space: Record a 5-minute walkthrough showing how to find the correct customer, confirm linked application/lot/contract context, and open Customer Detail without changing any records.