Logistics & Field Installation · SOP

Client Communication Log

Standard operating procedure for documenting and tracking all client interactions during field installation projects.

Estimated Time

5 min

Difficulty

Beginner

Regulation

PIPEDA

Version

1.0

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↓ PDF (print‑ready) ↓ Word (editable)

Purpose

Establish a consistent, auditable record of all client communications throughout the lifecycle of an installation project. This log serves as the single source of truth for project status updates, change orders, scheduling confirmations, and issue escalations, reducing miscommunication and providing clear documentation for billing and dispute resolution.

Scope

This SOP applies to all field installation personnel, project managers, and dispatchers involved in logistics and field installation projects. It covers phone calls, emails, text messages, and in-person conversations with clients from initial project kickoff through final sign-off and post-installation support. Excludes internal team communications and vendor-only correspondence unless client visibility is required.

Safety Precautions

PRIVEnsure that client contact information, project details, and communication records are stored in compliance with applicable privacy laws (e.g., PIPEDA). Do not share log entries outside the project team without client consent.
SECUse company-approved devices and secure networks when accessing or updating the communication log. Never leave a device unattended with the log open to prevent unauthorized access.

Required Tools & Materials

Client Communication Log template (digital or printed)
Project file or CRM system (e.g., SiteQueue project dashboard)
Email archival system or BCC tracking
Telephone recording log sheet (if applicable)
Pen and clipboard for field use (or mobile device)

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Procedure: Step-by-Step

1 Initiate Log Entry – At the start of each client interaction, create a new log entry with date, time, client name, project ID, and communication method (phone/email/in-person).

2 Record Interaction Details – Summarize the purpose of the communication, key discussion points, and any agreements or action items. Include exact quotes for critical instructions.

3 Log Commitments and Deadlines – Document any promises made (e.g., delivery dates, callback times, specification changes) and assign responsibility. Reference any related document or email thread.

4 Confirm Understanding – Read back or paraphrase the key takeaways to the client to ensure accuracy. Note any corrections or clarifications in the log.

5 Archive and Close – Mark the interaction as closed, attach any supporting files (emails, photos, signed forms), and store the log in the central project repository. Update project status if needed.

Client Communication Log

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