Forum Discussion

KellyGuerrero's avatar
KellyGuerrero
Contributor 3
2 months ago

Irrigation Field & Billing Workflow help!

Hello!  We just hired an irrigation tech to support our commercial and residential VIP Clients.  We offer a free monthly wet-check as part of that service.   The issue we're having is the workflow on billing.  We typically don't send a quote if the repairs are less than $500, and this is where we're looking for a clearer workflow.  We'd like to send a quote to cover ourselves so I'm looking for best practice or a better way to do our workflow. 

Here's the current workflow

  • Tech conducts wetchecks and completes any minor repairs.  
  • Tech marks visit complete, needs invoicing is triggered. 
  • Account manager reviews notes, job form, and issues the invoice
  • Client calls if they weren't expecting an invoice for repairs, claiming they thought the checkup was free. 

This is the problem more with VIP customers than with Commercial accounts.  We offer a VIP Landscape service package that includes the wet check, but repairs are billed separately.  Should the tech be creating a quote in the field and then completing the repairs?  What if the client isn't home? To me, it makes more sense for them to do any simple repairs (nozzles, heads, etc) while they're onsite instead of emailing a quote, driving back to the shop, and then us scheduling the repairs for another day.  HELP!  How do you irrigation contractors do it or what am I missing? 

client communications
invoicing
irrigation services
policies
quoting
  • IronMtnIrri's avatar
    IronMtnIrri
    Contributor 2
    17 days ago

    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.

  • NewCreationsSea's avatar
    NewCreationsSea
    Contributor 4
    2 months ago

    I am not in irrigation, but as an outside perspective I was also confused as to what you would be charging for if it was free (before I got to the bottom). I think there are many options here, but two that stick out to me. 

    1. Clearer communication with these clients. “It’s a free check, you will not be charged for travel or our time to go out there and do the check. Often our “VIP” Clients like for us to do any repairs needed and just bill it if it is under $500. Is this something you would like for us to do? Or would you like for us to create an estimate and send it to you for anything we found and schedule with you to come back out?” With this, they completely understand and can know what to expect. Most will probably say - yeah go for it. Some will say estimate, and that’s fine. You will charge them accordingly for time and travel, etc.
    2. If you aren’t ready for step 1 (zero judgement by the way!), you could just switch to creating the estimate and sending it out to them to let them know what you found. Once the client approves, you can offer number one above. “What we find with many of our VIP clients is that they would rather us just repair it while we are there as long as it is going to be under $500. Would you like for us to do this for you next time?

    Hope this helps! This is just my opinion, hopefully some others chime in!