Welcome back. The course opened where you left off.
Welcome
Conduct at Client Locations
When you work at a client's site, you are the face of our company. How you arrive, communicate, and protect the client's people, property, and information decides whether they invite us back.
By the end of this course, you will be able to:
- Prepare for a client visit before you arrive
- Check in and conduct yourself professionally on site
- Follow site safety and security rules
- Protect client confidentiality and property
How this course works
- It takes about 15 minutes. There is no time limit on any screen.
- Use the Next and Previous buttons at the bottom of each screen. Everything works with a keyboard, mouse, touch, or screen reader.
- Some screens have a practice question. A final check at the end needs a score of 80% to pass, and you can retake it.
Why it matters
You represent the company
Clients judge our work by more than the finished job. They notice whether you were on time, respected their staff, followed their rules, and left the space the way you found it.
Trust
Clients let us into their buildings, near their people and their information. Every visit either builds or spends that trust.
Safety
Each site has its own hazards and rules. Following them protects you, the client's staff, and the public.
Repeat business
A professional visit is the easiest way to win the next contract, and one bad visit can lose it.
Module 1
Before you arrive
Most problems on site start with something that wasn't checked beforehand. Before every visit:
- Confirm the details: date, arrival time, address, building entrance, and the name and phone number of your site contact.
- Learn the site rules: ask about check-in steps, required personal protective equipment (PPE), parking, and any areas that are off limits.
- Bring your identification: your company ID badge and any documents the client asked for.
- Dress for the site: follow our dress code and any client requirements, such as closed-toe shoes or high-visibility clothing.
- Prepare your tools and vehicle: clean, organized, and ready, so you don't spend the client's time searching for things.
Module 1
Arriving and checking in
Do
- Arrive a few minutes early.
- Go straight to reception or the designated entrance.
- Sign the visitor log and wear your badge where it can be seen.
- Follow escort rules if the client requires them.
- Introduce yourself to your site contact and confirm the plan for the day.
Don't
- Walk in through a side or loading door because it was open.
- Skip the visitor log because you've been there before.
- Start work before your contact knows you've arrived.
- Arrive late without calling ahead.
Practice question
Running late
Module 2
Professional conduct on site
The client's staff are watching how you behave, even when you think no one is paying attention.
- Communicate clearly: tell your contact what you're doing, how long it will take, and about any problem as soon as you find it.
- Keep personal phone use to breaks: step away from work areas to take personal calls.
- Keep language and topics professional: avoid profanity, gossip, and personal opinions on sensitive subjects.
- Treat every employee with respect: from the front desk to the manager.
- Ask before you use anything: including break rooms, restrooms, outlets, tools, Wi-Fi, and equipment.
- Follow the client's policies: including smoking and vaping rules, food and drink rules, and areas you may enter.
Module 3
Safety and security
Safety
- Wear the PPE the site requires, the whole time it's required.
- Learn where the emergency exits and assembly point are.
- Keep walkways clear of tools, cords, and materials.
- Report hazards and injuries to your site contact right away.
Security
- Badge in at every secured door, even when someone holds it open.
- Never prop open a secured door.
- Don't let anyone follow you through a secured door without badging in.
- Stay out of restricted areas unless you're authorized and escorted.
Scenario
Someone follows you in
The situation
You badge through a secured door at the client's office. A friendly person carrying boxes, with no visible badge, walks up behind you and asks you to hold the door.
Module 4
Confidentiality and client property
You may see documents, screens, conversations, or products that aren't public. Treat everything you see and hear on site as confidential.
- No photos or recordings without the client's permission, including photos of your own work.
- Don't read or touch documents, computers, or files that aren't part of your work.
- Don't discuss the client or what you saw on site with anyone outside the project, including on social media.
- Protect their property: use drop cloths and protection where needed, and move only what you were asked to move.
- Report damage immediately to your site contact and your supervisor, even if it seems minor.
Scenario
An accident with client property
The situation
While moving your equipment cart, you put a small scratch in the client's new lobby floor. No one saw it happen.
Module 4
Leaving the site
The end of the visit is what the client remembers most.
- Clean up your work area and leave it as you found it, or better.
- Walk your site contact through what you finished and anything still open.
- Return your visitor badge and sign out.
- Follow up with any promised information, on time.
Final check
Final check
Answer all five questions. You need 4 of 5 correct (80%) to pass, and each answer is final once you check it. You can retake the whole check if needed.
Results
Your results
Remember the four habits: prepare before you arrive, check in properly, follow safety and security rules, and protect the client's information and property.