Irrigation Field & Billing Workflow help!

It sounds like you’ve got a solid workflow for your VIP clients, but the lack of clarity around what’s included with the "free" wet-check is causing some confusion. We offer a similar service for our clients, though we approach it differently to manage expectations and streamline billing.

Here’s how we handle it:

1. Initial Paid System Assessment: Before clients start on our monthly maintenance program, we perform a comprehensive inspection and provide a full report with photos and descriptions of any issues. We quote any repairs needed to get the system up to standard, and clients pay separately for this initial setup to make sure their system is in great shape from day one.
2. Monthly Maintenance as a Paid Service: Our monthly service is a paid subscription that includes regular inspections and minor repairs at no extra charge. This way, clients understand that the service covers certain repairs each month without additional fees, and they don’t get unexpected invoices for minor issues. We also clarify up front which repairs are included versus larger repairs that will need separate quotes.
3. Major Repairs: For larger repairs, such as valve rebuilds or PVC line fixes, we generate a quote and get client approval before proceeding. This means that the clients are aware that anything substantial will come with a separate quote, helping avoid surprises.
4. VIP Benefits for Paid Members: We include perks like waived diagnostic fees, priority scheduling, and even a lifetime warranty on repairs for clients enrolled in our paid program. This adds clear value to the monthly service, helping clients feel confident in their investment.
5. Recurring Revenue Advantage: Shifting to a paid monthly model establishes reliable, recurring revenue that stabilizes cash flow and supports business growth. This predictable income allows us to better plan resources, scale operations, and focus on providing consistent, high-quality service to our clients.

In your case, you might consider charging for the monthly service and including minor repairs in the fee, so clients understand there are no additional charges unless the repair is significant. This approach helps avoid confusion, makes billing more predictable, and builds client trust since they’ll know what to expect each month.

Hope this helps! It’s worked well for us to keep communication clear, avoid unexpected invoices for our VIPs, and create a steady revenue stream.