Frequently Asked Questions (FAQs) for our Expertibles

Expertibles are selected on a number of attributes; their knowledge and experience in their specialist area and also their ability to empathise with our clients. They also are required to offer their guidance in a clear and positive way within the timeframe of a consultation, maintaining complete independence throughout.

 

Expertibles must have the qualifications and/or experience to offer the very best guidance and to instil confidence in both our team and our client base. For now, we are focusing on industry leaders that we have previously worked with. We will be onboarding even more Expertibles in the near future, so if you think you have what it takes then register to become an Expertible and we’ll be in touch.

Create a winning Bio and Intro
See the specific question on what to put in your Bio/Intro below.

 

Prepare well
Review any client-supplied materials (photos, descriptions, or documents) thoroughly before the call.
Make notes on potential issues and possible solutions so you’re ready to guide the client effectively.
Test your video and audio setup ahead of time to avoid technical glitches.
Familiarize yourself with the platform features to ensure smooth navigation during consultations.

 

Manage Time
Be punctual—clients are booking valuable time, and starting late can erode trust.
Stick to the allocated time—keep the session structured so all key issues are covered without rushing.
Leave time at the end to summarise recommendations and ensure the client feels supported. Remember, the platfrom will count down the last five minutes of the video on screen but will abruptly end the call at the end of the timer.

 

Empathise
Listen carefully to the client’s concerns and validate their experiences.
Understand that many clients feel anxious or overwhelmed by issues in their homes.
Offer reassurance, especially when tackling complex topics, and avoid overly technical language.
Focus on empowering the client—help them feel confident about next steps.

 

Be Positive
Support and understand
Offer solutions tailored to their specific situation, considering practical and budget-friendly options.
Focus on empowering the client to make informed decisions about their home.
Don't exaggerate problems or present worst-case scenarios without context.
Acknowledge that a 'do nothing' approach is always an avenue a client can take.

 

Be Clear
Explain concepts in simple, accessible language—avoid jargon wherever possible and try not to overcomplicate issues.
Confirm the client’s understanding throughout the call and encourage questions.
Summarise key points at the end, and highlight practical next steps.

 

Be Professional
Ensure you are joining the call from a quite, professional setting with a suitable background.
Maintain a friendly but professional tone throughout.
Dress appropriately, as appearances matter even in video consultations.
Be honest about your limitations. If a query falls outside your area of expertise, be upfront and suggest alternative resources or approaches.

 

Keep recommendations realistic and actionable—clients should leave feeling hopeful, not helpless.

To ensure our Expertibles are of the highest quality we have a comprehensive application and sign up process.

 

To join the team we will request information on both your experience and qualifications and copies of documentation to support this. In addition we will also ask about your membership of any professional bodies and will require you to prove you have Professional Indemnity insurance to cover the type of advice you are providing (minimum liability limit £250,000). You will need to sign an order form undertaking to uphold the Expertible T&Cs that will have been provided to you. We will require bank details to make payments and where applicable, your VAT registration number.

 

Once signed up, we will provide an overview of the Expertible platform and help you undertake a training consultation prior to your profile going live on the website for bookings with clients. We may also look at your online footprint to ensure it aligns with the values of Expertible.

 

Whilst this might seem extensive, most experts will have much of this to hand and we have previously managed to get Expertibles up and running in only a few days. The actual time will depend on both your ability to provide the information and our current position with regards onboarding new Expertibles.

Your Dashboard is your landing page after login, showing your total consultations, cancellations, and any scheduled consultations for that day. Past consultations move to your consultation log. Future updates will enhance Dashboard functionality for managing Expertible consultations.

Your profile summarises the information you provided at sign up. This covers your personal and educational information, details on your experience, your Expertible skill category, information on any professional body membership and your bank details.

 

Note that that bulk of this information will be made available to clients on our website, with the exception of the information on the 'General Information' tab (your profile photo, bio and short intro will however be public), information in the 'Bank Account' details tab and any copies of certificates that are uploaded.

 

Please note that you should ensure that you only have one Trade/Skill category registered. Adding an additional category currently impacts on the functionality of your account. This will be rectified in a future platform update. If you wish to add an additional Trade/Skill category please reach out to us at support@expertible.com and we can assist you in doing this.

Profile photos can be uploaded from the 'Profile' section of your account. Simply click the 'Upload Profile Picture' button. Then select a photo or picture you want to upload (noting there is a 10Mb limit).

 

Make sure you then click 'continue' at the bottom of the page or your picture will not be saved.

Profile Bio

Your bio is your chance to showcase what you offer to Expertible clients. It should be clear, concise, and client-focused, highlighting the problems you solve and how you can help.

 

Focus on these key points:
- What makes you the right expert? Briefly explain your specialism (e.g., damp, heating, insulation, lime work, or listed buildings).
- What value do you bring? Emphasise the outcomes clients can expect—clear guidance, peace of mind, and practical solutions.
- Empathy and approachability. Show that you listen, understand, and empower homeowners to make confident decisions.

 

What to Avoid:
- Listing qualifications or lengthy work histories—these are shown separately.
- Overly technical language or industry jargon. Focus on being accessible and relatable.
- Promising specific results—your role is guidance, not guaranteeing fixes.

 

Intro Video

 

Your intro video is an essential tool to build trust and connection before the consultation. Keep it warm, professional, and under 30 seconds. This isn’t about reading your bio but adding personality to your profile.

 

What to Cover:
- Who you are and your expertise.
- How you can help. Focus on outcomes and reassurance.
- Your approach. Highlight empathy, clarity, and practical advice.

 

Top Tips for Video Recording:
- Smile and maintain eye contact with the camera to build rapport.
- Speak clearly and avoid rushing—confidence builds trust.
- Keep the background tidy and professional to reflect credibility.
- Test your audio and lighting before recording.
- Re-record until you are 100% happy with the result.

 

Additional Suggestions:
- Highlight Independence: Make it clear that you provide impartial guidance and don’t have ties to specific contractors or suppliers. Clients value unbiased advice.
- Showcase Empathy and Confidence: Clients often feel overwhelmed—position yourself as a calm, supportive guide who will demystify the process and empower them to take action.
- Address Common Pain Points: Briefly mention how you can help clients tackle problems like damp, compliance with regulations, or retrofit challenges—these resonate with your audience.

 

Top Tip: Take a look at other Expertible profiles to see what makes them engaging and effective. Notice how they balance professionalism with approachability.

 

Good to Know: Our admin team regularly reviews profiles to ensure consistency and readability. We may adjust text slightly for clarity and optimise profile photos for display.

Currently this area of your profile provides limited functionality. You are not able to save any changes to the notification setting. We intend to add additional functionality here in the near future.

Your consultation log displays all your sessions, divided into 'Upcoming' (booked but not yet occurred) and 'Completed' (past or cancelled).

 

From the 'Upcoming' section, you can view the details of a particular consultation or ask the client to reschedule that particular consultation. In the 'Completed' section, you can view past session details, follow up with any post consultation information or signposting using the ‘Ask A Question’ functionality, access recordings and mark a consultation as ‘Completed’.

The ‘Generate Schedule’ view is currently a basic interface where you can set your availability for client appointments. At present, syncing a Google calendar with your Expertible calendar will enhance the control you have over setting your availability and we strongly recommend this.

 

Currently, ‘Generate Schedule’ gives you the functionality to set availability either for the next 7 days or for the next 4 weeks. To begin, you need to set your available days.

 

Setting available days: Set any days that you want to have some availability. You can remove appointments at a later stage for any days you want to block out.

 

You can then create your schedule for each day in turn. Select the relevant day from the ‘Select Days’ drop down menu and then choose how long you want to create a schedule for.

 

Create Schedule for next 7 days: This will set availability for the next 7 days, starting from tomorrow. i.e. if you are setting your availability on a Thursday and you select 'Thursday' from the drop down menu then you will set availability for a weeks time. Only those days that have been set as 'available' at the previous step will appear in the the drop down menu.

 

Create Schedule for next 4 weeks: This will set your availability for the days you have selected as available for the next month i.e. if you set it on 14th June it will populate availability until 13th July.

 

You do not have to create the same schedule for all available days i.e. you could set availability for the next 4 weeks for Tuesdays but use ‘next 7 days' to set just this Friday’s availability.

 

Once you have selected a day and time frame to change you then need to set the time period that you want Expertible to create slots over.

 

Select Time Slot Intervals: Select the start and end period you want Expertible to generate slots over. The system will generate slots starting at the start time you have input and aligned to the slot length of your category (30 or 45 mins). It will place a 10 min buffer between the end of one slot and the start of the next. If you are amending your availability and already have booked slots in your diary for this day then it will create available slots around any currently booked consultations.

 

At present you can only generate one slot period per day. You can use your synced Google calendar to delete available slots (see the FAQ on syncing a Google calendar for more detail) so we recommend populating availability for a wider period and then removing any you don’t want to be available using this method.

 

Removing Availability: You can remove availability for a whole day or days, by setting that day to ‘unavailable’ and clicking ‘update’. This will remove all availability from that particular day going forward. If you want to block out one particular day but retain availability for say 3 of the next 4 weeks on that day it might be quicker to use a synced Google calendar to delete the slots for that day in particular. Note that any booked consultations will remain in your diary. The only way to change these is to request your client reschedules the appointment using the button in the consultation log.

 

Bookings: When a client books a slot, your available slot will change to a slot that says “Expertible: Video Call with Client @ 10:00AM” this will also update in any synced Google calendar. This is in addition to receiving a confirmation email and the consultation now appearing in your consultation log.

 

Once you have created your slots you can check what will be bookable by your clients by checking the ‘Calendar Sync’ view or your synced Google calendar. The ‘Calendar Sync’ view will show all slots for a particular day, both booked and available. It currently does not provide any functionality to amend or delete specific slots. Your Google calendar will also show available and booked slots, but will also give you the ability to delete specific slots and have them removed from your ‘Calendar Sync’ view and therefore prevent them from being booked by a client. (see the FAQ on syncing a Google calendar for more detail).

 

Good to Know: Updating slots once you have synced a Google calendar takes a little more time to process. This can take up to a minute to complete once you click ‘update’.

 

Good to Know: Currently if a client cancels or reschedules a slot they have with you then the original slot will not return to being available for other clients to book and it may create some rogue appointments in the calendar views for this slot time. The team are working to rectify this.

Syncing a Google calendar with your Expertible calendar will enhance the control you have over setting your availability and we strongly recommend this.

 

Syncing a Google Calendar: To sync a Google calendar, navigate to the ‘Calendar Sync’ view and click the ‘Link Google Calendar’ button. You will be required to enter the details and password of the Google account you wish to use for calendar sync. This needs to be the account that contains the calendar you wish to sync. Once you have entered your Google details, this will link your Google calendar to your Expertible one.

 

Syncing: The system uses limited two way syncing functionality. I.e. it will sync amendments made both in Expertible and your Google calendar but will only do so for events that have been created using Expertible. You won’t therefore see any events that you have created in your Google calendar appear in your Expertible ‘Calendar Sync’ view. In addition, the only amendment that can be made in your Google calendar that will be reflected in your Expertible one is to delete slots. Any other amendments made to a consultation in your Google calendar will not be reflected in Expertible.

 

Deleting Available Slots: Deleting events can only be done in your Google calendar. If you delete an available slot from your Google calendar, it will also remove it from your ‘Calendar Sync’ view and it won’t be available for clients to book.

 

Creating Available Slots: This can only be done via the ‘Generate Schedule’ interface. Newly created consultations should update in the ‘Calendar Sync’ view and will then automatically update in any linked Google calendar.

 

Modifying Available Slots: This can only be done via the ‘Generate Schedule interface. Whilst you may be able to modify the slot times of an appointment in your Google calendar, this will not link through to Expertible and the existing slot time will remain for client booking.

 

Deleting a Booked Slot: This cannot be done. In the rare instance you can no longer make a booked consultation, you will need to request for the client to reschedule using the ‘reschedule’ button in the ‘Consultation Log’. Deleting a booked slot from a Google calendar will have no effect on that slot and the call will proceed as scheduled.

 

Delinking a Google Calendar: To delink your current calendar or replace it with a different one, please get in touch with us at support@expertible.com. Future updates will allow functionality for this to be managed from the ‘Calendar Sync’ view.

 

Top Tip: Consultations will be placed into your Google calendar using the Google calendars default settings. This may mean available slots keep generating Google calendar reminders to you if this is your default setting. You can change these defaults in your Google calendar. This You Tube video explains how.

 

Good To Know: In future feature updates we will look to implement greater in-platform functionality and support for other major calendars.

 

Good To Know: It can take a few minutes for slots deleted through a Google synced calendar to update in Expertible. Please be patient. You can refresh your 'Calendar Sync' view to see if they have taken effect.

You can view available slots in the 'Calendar Sync' view, alongside booked consultations that will marry up with what is shown in your 'Consultation Log.' Currently, this view does not allow editing slots. If you’ve linked a Google Calendar, you can also view and, additionally, delete available slots from the Google Calendar.

 

Top Tip: If you are worried that your ‘Calendar Sync’ view or Google calendar has not properly updated, you can try checking your availability by trying to ‘book yourself’ from the main Expertible website. If there is an issue, repopulating your schedule by setting all days to ‘unavailable’ and then re-adding availability should address it.

Clients are directed to the Expertible category list via links on our site and in emails. Here, they can select the category best suited to their needs. Upon selection, up to three Expertibles with availability are displayed at random. Clients can view each Expertible’s profile, including their bio, intro video, and professional details. Once a client selects an Expertible, they are directed to that Expertible’s booking diary to view available slots. If they cannot find availability to suit them, they can return to the Expertible list.

 

When booking an Expertible, clients are prompted to provide details about their issue. They may chose to update this at a later time, but are encouraged to complete this information at least 24 hours before the session. This information is shared with the Expertible to review prior to the consultation.

 

If you wish to direct potential clients external to the platform to engage with you through Expertible, there are two ways:

 

Share your availability calendar link: Navigate to your booking diary as if 'booking yourself' and copy the URL from the browser address bar. Share this link with clients directly. Note that clients using this link will be taken to your availability calendar that shows your availability, name, and picture but not your bio or details.

 

Link to your category: Direct clients to your category’s page to find Expertibles in that field. They can click your profile to view your details. Note: If more than three Expertibles have availability, your profile might not appear immediately. Refreshing the page randomly reshuffles the list and can be done until your profile appears. This will allow clients to see your bio and details. Links for each category are as follows:

 

   Damp, mould and rot: https://app.expertible.com/category-filter/building-surveyors?m=45&q3=1

   Surface and Repair, Materials: https://app.expertible.com/category-filter/lime-experts?m=30&q3=2

   Regulatory: https://app.expertible.com/category-filter/heritage-consultants?m=45&q3=3

   Heating and Insulation: https://app.expertible.com/category-filter/retrofit-experts?m=45&q3=4

When a client books a consultation, you’ll receive a confirmation email containing the client’s name and the consultation date and time. Your 'Calendar Sync' view and any linked Google Calendars will update accordingly. The consultation will also be logged in your ‘Consultation Log,’ where you can select "View Details" to view the information the client has provided. A reminder email will be sent to your registered email address 24 hours before the consultation.

We ask the clients to provide a description of their issue and a clearly defined outcome for the consultation, supported by concise, comprehensive information that is specific to the issue in question. We do however appreciate that this is open to interpretation and that as Expertibles you may differ in the level of detail you feel will help you prepare. Therefore please do use the ‘Ask a Question’ function to help you obtain or focus the detail you need. It is possible to attach a file to the 'Ask a Question' option, therefore Expertibles may send their own form for a client to complete to gather details - we would ask that Expertibles keep them short and do not request information that has already been provided.

 

We also advise they can attach files and images (up to 10MB per file) to help you understand their issue. We recommend limiting uploads to pictures, short videos, common document types and PDFs to ensure you are able to view them.

 

In addition, they are made aware that whilst they can provide or update this information at a later date, that providing it early helps you prepare effectively and that it must be submitted at a minimum of 24hrs before the consultation. Should a client update this information at any point after the initial booking, you will be notified by email.

 

The other area that clients are encouraged to complete is their 'Property Profile' which can be viewed by clicking the 'View Property Profile' button underneath the client photo in the 'Consultation Info' section.

Part of the client’s payment covers your time to review their issue. A prompt and thorough review ensures an efficient consultation. Most reviews should take no more than 15 minutes and aim to:

 

- Confirm there is sufficient information for you to understand the issue.
- Ensure the issue aligns with your expertise.
- Allow you to request additional details, if needed.
- Enable you to prepare or access reference materials, if needed.

 

Actions if a review reveals concerns

 

Unable to Advise: If the issue is too complex for the time available or outside your expertise, inform the client using the "Ask a Question" function. Politely explain why you cannot assist and advise them to cancel for a full refund. If the consultation is within 24 hours, you will need to request to reschedule to ensure the refund can be processed. Please let the client know you’ve requested rescheduling for this purpose.

 

No Information Provided: If the client hasn’t provided details, give them time to do so, then follow up with a polite reminder via "Ask a Question." For shorter-notice bookings, reminders may need to be sent sooner.

 

Too Much or Too Little Information: Ask the client to provide more detail on specific areas if necessary or signpost you to the most relevant parts if excessive information has been given.

 

Top Tip: Try to undertake an initial review of issues as soon as possible after booking to allow time to address any concerns.

The "Ask a Question" function is available from consultation booking until the consultation is marked as ‘complete’ by the Expertible. The button can be found at the bottom of the Consultation Info page by clicking 'View Details' for that particular consultation in your 'Consultation Log'. This function can be used to:

 

- Request additional or specific information about an issue.
- Ask for clarification or signposting if too much information has been provided.
- Sending attaching own form/proforma for the client to complete (but please ensure you are not asking the client for information they may have already provided elsewhere, e.g. property address is already in the Property Profile)
- Address consultation issues, such as reminding the client to provide information or apologising for rescheduling.
- Share additional links or resources after the consultation concludes.

 

Only Expertibles can ask questions, but clients can reply once a question is raised. Both can attach files (up to 10MB) to questions or answers. Clients are notified by email when a question is asked, and Expertibles when clients reply. Emails include the question or answer text, but attachments are accessible only via the ‘Consultation Info’ view.

It is not possible for you to cancel a consultation directly. If you need to outright cancel please contact one of the admin team to do this. If you need to reschedule a consultation, you can request this via the ‘Reschedule’ button in the ‘Consultation Log.’ This changes the consultation status to ‘Reschedule Required’ and notifies the client via email that you wish to reschedule.

 

Clients then have three options:

 

Reschedule: The client selects a new slot via your booking calendar. You’ll receive a notification, and the updated consultation will appear in your ‘Consultation Log.’ Details from the original consultation are copied over and can be edited by the client.

 

Cancel: The client has the option to cancel the consultation and will receive a full refund, regardless of when the cancellation occurs. For example if they cannot find an alternaitve date/time that suits them they may wish to cancel entirely.

 

Do nothing: If the client takes no action by the scheduled start time, a full refund will be processed automatically.

 

Top Tip: When a client reschedules or cancels, the original slot becomes available for others to book. Remove availability promptly if you can’t accommodate it using the ‘Generate Schedule’ or Google Calendar features.

 

Good To Know: The Expertible team is automatically notified of reschedule requests, so no further action is needed on your part.

Clients can reschedule or cancel a booking up to 24 hours in advance:

 

Reschedule: Clients can select a new slot via your booking calendar. You’ll receive an email notification, and the updated consultation will appear in your ‘Consultation Log,’ replacing the original. Consultation information is copied over and can be updated by the client.

 

Cancel: Clients may cancel if they no longer wish to proceed. Cancellations made more than 24 hours in advance, or following an Expertible’s reschedule request, qualify for a full refund. Client cancellations made with less than 24 hours (without extenuating circumstances) will normally not be entitled to any refund, therefere you will still recieve your fee for the session.

 

Top Tip: Rescheduled or cancelled slots automatically become available for others to book, though updates to the system and linked calendars may take a few minutes to reflect this.

Before your consultation, to ensure a smooth and productive consultation follow these practical steps:

 

Check your device compatibility: Whilst our platform has been built to work with all common browsers and devices, you can use this tool (https://sa-utils.agora.io/agora_webrtc_troubleshooting) to test your video and audio settings. Simply click the green 'start' button in the top right and follow the onscreen prompts.

 

Check your internet speed: Test your connection where you plan to carry out your consutlation from, as speeds can vary, especially in lofts, basements or outside the house. A minimum of 3 Mbps is recommended. Running a speed test (www.speedtest.net) in these areas will provide confidence your connection is sufficient.

Consultations are conducted through the Expertible platform, and you must be logged into your account to start a call. While mobile and tablet devices are supported, we recommend using a laptop or desktop for better functionality and professionalism.

 

From 5 minutes before the call’s start time, a banner will appear at the top of your screen with a countdown timer. At the start time, the banner will update, prompting you to access the ‘Consultation Info’ view via a ‘See Details’ button.

 

In the ‘Consultation Info’ view:

 

- Click ‘Join Video Call’ to start the call and begin the recording.
- One you are happy and set up on screen, click the ‘Allow Client to Join’ button in the call window to enable the client to join. The client cannot access the call until this step is completed.

 

If for any reason the system does not enable you to join the call at the scheduled time, please notify the client of this issue using the ‘Ask a Question’ feature in the ‘Consultation Info’ view and inform our support team at support@expertible.com.

 

Good to Know: The countdown banner and ‘See Details’ button should appear across your account. If it hasn’t appeared when it should, go to the ‘Consultation Info’ view for the consultation to prompt it.

Clients typically join promptly once you click ‘Allow Client to Join’, but if they don’t, follow these steps.

 

Wait: Allow a few minutes in case of client connection or device issues.

 

Prompt: After 5 minutes or so use the ‘Ask a Question’ feature to send an email reminder, gently reminding them of the consultation and inquiring if they’re having trouble joining. To use this, you will need to open a new browser window or tab in addition to the one with the open call and use this to head to Expertible.com, log into your account and go to the consultation details page. Once you've sent the message you can close this extra window down.

 

Keep the Call Open: If the client still doesn’t join, keep the call open for the full consultation duration to give them every opportunity to connect.

 

Top Tip: If a client joins significantly late, you may need to manage their expectations by prioritising key topics to best use the remaining time.

 

Top Tip: The consultation recording begins as soon as you join the call, even if the client doesn’t and will be available to both you and the client. If it becomes apparent the client may not join the call, some Expertibles have used this time to record feedback to the client based on the information that has been provided. This is not always possible but can offer bonus value to a client who may otherwise be disappointed at missing the session.

 

Good to Know: Once you’ve clicked ‘Allow Client to Join’ you will be entitled to your consultation fee regardless of if or when the client joins.

Once connected, you’ll see a simple video calling interface showing both your own and the clients video feed. The distraction free design includes only two options: leave the consultation button and, for smartphone/tablet users, switch camera button.

 

To foster a productive, personal connection, we don’t offer options to disable audio or video for either clients or Expertibles. If you do face a distraction or internet issue, you can leave the call, address it, and rejoin the call via the ‘Join Video Call’ button, which remains active throughout the consultation. If the call drops, return to the ‘View Details’ page and click ‘Join Call’ again—your client should still be waiting.

 

Calls are recorded for the entire duration even if the client has yet to join. Note that if either you or the client disconnect and rejoin, more than one video file may be generated for later review.

 

Good to Know: 5 minutes before the consultation end time a countdown timer will appear showing how long the call has left before it will automatically disconnect.

A successful consultation leaves the client with a clear resolution to their issue. This might take the form of a specific solution, a set of options, or clear guidance on the next steps to take. The essential goal is ensuring that the client leaves with a plan in place and the confidence to execute it.

 

In addition to this overarching aim, clients have shared valuable feedback about what makes a consultation particularly effective. Below are the key elements:

 

Do

 

Prepare Thoroughly: Review the issue and any supporting information provided in advance. If anything is unclear, ask questions before the consultation to ensure you fully understand the context.
Clarify the Issue and Outcome: At the start of the session, confirm the problem and the client’s desired outcome. This will help you stay focused on delivering what matters most to them.
Be Reassuring and Positive: Remember that some clients may have exhausted other avenues before coming to you and may feel this is their last hope. Reassure them that there is always a way forward.
Show Empathy: Understand the client’s position, including any financial constraints. While certain actions may seem essential, clients may not always have the means to prioritise them. Offer pragmatic solutions and, if appropriate, suggest “do-little” risk mitigation strategies.
Provide Options: Where possible, outline a range of options to help the client determine the best path forward for their unique situation.
Manage Time Effectively: Plan how to use the consultation time wisely. Balance time spent confirming the issue, inspecting relevant areas, discussing options, and summarising the next steps.
Give Bad News Gently: Where an issue may prove to be more complex or costly to address than a client may have anticipated, try to advise them of this tactfully. Stepped plans, pragmatic timelines, and honest views on what can be deferred to a later stage can often help.

 

Don’t

 

Criticise Past Efforts: Avoid trivialising or critiquing what the client or others (such as tradespeople) have already done. Clients come to us for guidance moving forward, not judgment on past actions.
Go Off-Topic: Stick to the issue at hand unless addressing additional areas is essential to resolving the primary problem.
Offer Only One Option: Even when choices are limited, always emphasize that the client has a choice—whether to take action or not. Our role is to guide them, ensuring they can make the best decision for their situation and, where they choose to take action, that this is right for both them and their property.

Our clients are usually very polite and we rarely have issues of this kind. However, clients have agreed to Expertible T&Cs as part of booking the consultation. If you therefore feel harassed, threatened or offended then you have the right to terminate the call and report the issue to us at support@expertible.com.

 

Remember all calls are recorded and reports of inappropriate behaviour will be investigated and the necessary action taken which may include banning the client from the platform

Once the consultation ends, the recorded video, any shared information, and a log of questions and answers will be stored in the 'Consultation Details' view. Both the client and Expertible can access this information via their accounts for at least two months.

 

At the end of the consultation time, the ‘Mark as Complete’ button in the ‘Consultation Details’ view will become active. Once this is clicked you will no longer be able to communicate with the client using the Ask a Question option. Once you are satisfied that you have concluded the client's query then please 'Mark as Complete'. Only consultations marked as completed will appear in your next monthly sales report to be paid.

 

Prior to marking a consultation as completed, you have the option to use the “Ask a Question” function to provide any final guidance to the client, such as links to any resources you discussed during the consultation.

 

In addition, when clicking "Mark as Complete" you also have the option to add any notes to the consultation for your own records. These comments are visible only to you and will not be seen by the client.

 

Once you have a marked a consultation as 'Completed' both you and the client will receive an email confirming this change. This email will invite you both to provide feedback on the consultation. Feedback is key to ensuring we can continue to improve the site for both you and our clients and therefore if you are able to provide a very brief review of the call we really do appreciate it.

 

Good To Know: The ‘Mark as Complete’ button will be greyed out unless the consultation end time has passed AND there is a video recorded for the consultation. A recording is made if you dial into the call regardless of whether the client joins or not.

 

Top Tip: Try to finalise consultations promptly to ensure they are included in your next monthly sales report.

At the end of each month, consultations that have been marked as complete that month will be included in a monthly sales report. This report summarises your completed consultations and the total amount due for invoicing.

 

Sales reports are sent by the 5th of the following month (e.g., July’s report on consultations 1-31st July is sent by August 5th). These reports are designed to assist you in generating invoices for your services. Payments are made within 7 working days of receiving your invoice.

Whilst we test the site and any upgrades thoroughly before they are deployed, we are aware that issues may occur from time to time.

 

If you notice any site behaviour that you don't think is correct or identify any areas that you think could be improved or enhanced they please do let us know by using the 'contact us' form or dropping us an email.

 

Your feedback is genuinely appreciated and is key to making the platform ever better!

 

Similarly, if you are having issues with your account then please do reach out via email and we will do our best to help.