There is a critical moment in every service and repair job where the technician must ask for payment. They need to present the customer with a bill, then hope they get paid as expected, without undue fuss. Occasionally, technicians handle this moment awkwardly or have difficulty collecting their money. It would be a shame to lose the customer’s respect and appreciation for good work (and probably their future business) at this point, but it happens all too frequently. I want to share some ways to make facing this challenging moment for technicians progress more smoothly. There’s no need for discomfort on the part of the technician, nor is there any reason for your company to risk not getting paid and losing an otherwise satisfied customer.
Typical Problems: Let’s say your technicians do top quality work and your customers admire their skills and service — even their professional demeanor. So what difference could the invoice make in getting and keeping customers and avoiding complaints from spouses when they return home? Surprisingly, many complaints and problems can be traced directly to a company’s invoice and their invoicing procedure.