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What are service "Tags," What do they mean, and when are they relevant? 

Understanding Your Service Preferences: A Guide to Neighbourhood Heroes Tags

At Neighbourhood Heroes, we want your service experience to be as seamless and customized as possible. To help our dispatch team and field technicians provide the best care for your property, we use a system of "Tags" on your customer profile.

These tags act as direct instructions for our technicians regarding how to access your property, how to communicate with you, and how to navigate unique yard features. Selecting the right tags ensures operational efficiency and guarantees your expectations are met.

Below is a detailed guide to what each tag means, when it should be used, and the service policies attached to them.

Communication & Arrival Preferences

Call Ahead

  • What it means: Our technician will call you 5 to 35 minutes before arriving at your property.
  • When to use it: You need a heads-up to unlock a gate, bring pets inside, or finish up a meeting before we arrive.
  • Important Policy: This call acts as our official dispatch timestamp. If the tech is unable to reach you, he will leave a voicemail and still complete the service if the property is accesible. Please ensure the phone number on file is accurate and able to receive calls during your scheduled service window.

Meet in Person

  • What it means: The technician must ring your doorbell or knock on your door to speak with you directly before beginning any work.
  • When to use it: You want to review the day's scope of work, point out a specific concern, or simply prefer a face-to-face greeting.
  • Important Policy: If you select this tag, you must be available at the door. If our technician arrives, attempts to knock/ring the bell, and cannot reach you, the visit will be cancelled and rescheduled. We cannot begin the work without fulfilling this requirement.

Do Not Disturb (DND)

  • What it means: The technician will refrain from knocking on your door, ringing the doorbell, or making unnecessary loud noises upon arrival.
  • When to use it: Ideal for shift workers, parents with sleeping babies, or customers who work from home and cannot be interrupted.
  • Important Policy: We will proceed straight to the work area and complete the job. We will only contact you by phone if there is an absolute emergency or a critical access issue preventing us from doing our job.

Access & Scheduling

Locked Gate

  • What it means: Your property has a locked gate that requires a code or specific instructions to open.
  • When to use it: You use a padlock with a combination, an electronic gate, or a standard lock that remains engaged during the day.
  • Important Policy: By selecting this tag, you are agreeing to provide Neighbourhood Heroes with the gate code for the full duration of your service agreement. If our technician arrives and the code is missing or incorrect, we will not be able to service the yard and the visit will be rescheduled.

Must Be Present

  • What it means: The customer is explicitly requesting to be physically present on the property for the duration of the visit.
  • When to use it: You are highly particular about the service execution, or there are safety/access concerns that require constant supervision.
  • Important Policy: Similar to "Meet in Person," if you are not physically on-site when the technician arrives, the visit will be immediately rescheduled.

Rear Access

  • What it means: The primary entry point for our equipment and technicians is at the back of the home (e.g., via a rear laneway or alley), rather than at the front of the home.
  • When to use it: If parking in the front is impossible, or if the only gate wide enough for our equipment is in the back alley.
  • Important Policy: Please ensure the alleyway gate is clear of obstructions, snow, or parked vehicles so our technicians can safely unload equipment.

Visit Last

  • What it means: Your property must be scheduled as one of the final stops on our technician's daily route.
  • When to use it: You have a late-in-the-day access requirement, specific afternoon availability, or prefer the noise to happen at the very end of the working day.
  • Important Policy: While this guarantees you are later in the day, it is not a promise that you are the very last stop. We cannot provide an exact arrival time, as the end of a route fluctuates based on traffic and the duration of the jobs before yours.

Property Types & Billing Logistics

Out of Town

  • What it means: You do not currently reside at the property being serviced (e.g., it is a vacation home, a vacant property, or you are away on an extended trip).
  • When to use it: You need us to maintain a property while you are physically absent.
  • Important Policy: All communication, estimates, approvals, and invoicing will be handled entirely digitally or over the phone. Our technicians will not expect anyone on-site to provide access or authorize work.

Landlord

  • What it means: You are the paying customer and property owner, but tenants currently live on the property.
  • When to use it: You are managing a rental property and footing the bill for the maintenance.
  • Important Policy: Our technicians will handle the physical work on-site but will strictly route all work approvals, upsells, and billing directly to you. We will not bother your tenants for payments or service authorizations.

Yard Features & Safety

Dog Outside

  • What it means: You are a pet owner and frequently leave a dog unattended in the yard.
  • When to use it: Always use this tag if you have a dog that uses the yard during the day.
  • Important Policy: This alerts our technicians to approach gates with extreme caution and double-check latches. However, for the safety of both your pet and our staff, we strongly request that dogs be brought inside while the technician is actively operating heavy machinery (mowers, trimmers, snowblowers) on the property.

Plants in Turf

  • What it means: You have desired plants, saplings, rose bushes, or rhubarb growing directly out of the lawn without protective edging or separated garden beds.
  • When to use it: If your landscaping lacks physical boundaries between the grass and delicate plants.
  • Important Policy: This signals our technicians to drastically reduce speed and use extreme caution with string trimmers and mowers in those areas to avoid accidental damage.

How to Update Your Tags

To ensure your next service goes perfectly, please log into your Neighbourhood Heroes customer portal to review and update your tags, or contact our dispatch team directly. Accurate tags mean efficient service, clear communication, and a perfectly maintained property.