| Have you ever queried a bill? Can you remember the | | | | = $126.55 day/overhead charge. |
| bad feelings it created? | | | | The materials and waste removal were quantities not |
| Many business people fail to appreciate that the way | | | | known till the end of the job. |
| they price, and the process of invoicing, is a | | | | I hope this is clearer for you. |
| marketing issue. Though the invoice comes down to | | | | Kindest regards J |
| a figure that is payable, those numbers are symbolic | | | | What???? How many times did you need to reread |
| of value; those figures symbolize what your client | | | | that to understand it? |
| expected to receive and if they are higher than what | | | | Here are 7 ways this company failed to communicate |
| they expected to pay they will not be happy. | | | | effectively with their client: |
| A friend hired a landscape gardener to tidy her | | | | 1) They failed to make it clear that they planned to |
| garden. When she asked for a quote she was led to | | | | 'charge up' the work as they incurred costs. |
| believe the job was going to cost around $400. | | | | 2) At no time did they provide an estimate of how |
| However, when she received the invoice it was | | | | much these costs might be. |
| closer to $700; here is the detailed description the | | | | 3) In their reply they focused almost exclusively on |
| company provided of the work for which they | | | | their hourly rate (their issue) when their labor charges |
| charged her: | | | | were not the main issue. |
| Landscaping works completed including: Full weed | | | | 4) Nor did they provide a relevant response -- in this |
| & trim gardens, removal ivy & trim back | | | | instance the total hours billed for this job were 9.5, |
| invasive creeper on back fence, cut back | | | | not 6.75 as explained in their email. |
| hydrangeas, deadwood & feed fruit trees, tidy | | | | 5) The reply was needlessly complicated; |
| miniature agapanthus, transplant agaves & | | | | befuddlement sends the signal they feel they have |
| miniature agapanthus is main garden, removed | | | | something to hide. |
| lavender, prepared soil for & installed client's own | | | | 6) Nor did they acknowledge the client's feelings. Yes, |
| potted color, potted aloe vera, tidied spider plant | | | | they provided a left-brain informative response which |
| & jade tree in pots, tidied pathway at letterbox, | | | | might be the official line their accountant has |
| full fertilise all gardens, derris dusted cabbage trees, | | | | suggested they follow but at no time have they |
| supply compost, fertilisers, derris dust, water | | | | addressed the customer as a disappointed human |
| retention crystals. Full load to tip. Day charge. Total | | | | being. |
| hours 9.5. | | | | 7) Nor did they show any appreciation for the |
| My friend had no issues with what the company said | | | | business. Even though she queried the invoice, my |
| they did, her issue was with the unanticipated | | | | friend let it be known she would pay the full amount. |
| expense. When she queried why the invoice was | | | | Will my friend use this company again? No. Will she |
| $300 higher than her expectations, here is the reply | | | | recommend them to someone else? No. |
| she received. | | | | Many people fail to appreciate that the way they |
| Dear L, | | | | price, and the process of invoicing, is a marketing |
| We had a phone conversation regarding the | | | | issue. Invoicing is a process that starts from the |
| expected $ for the day. As it was a charge up (not | | | | moment you first meet the client. Your numbers tell |
| based on the original quote), I stated an hourly rate | | | | a story and you need a congruent and SIMPLE |
| of $38.50, plus materials and rubbish removal and that | | | | explanation to accompany them. How much detail |
| we have a day charge of $150 for an 8 hour day, | | | | you provide on the invoice will depend on how well |
| which is reduced if there is less time on site. Basically | | | | you have communicated with your client on previous |
| is equates to $150.00 divided by 8 hours = $18.75 per | | | | occasions. Your invoices are about communication; be |
| hour. Times this by the physical time on the job (not | | | | sure you communicate clearly so you gain a happy |
| by the number of crew hours) i.e: 6.75 hours (9-3.45) | | | | customer -- one that will recommend you to their |
| including rubbish removal time. So $18.75 x 6.75 hours | | | | friends and not write about you behind your back! |