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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? 

  • 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!