AvoidDoing the extra work to keep them happy and mentioning it on the final invoice.
Do this insteadA one-line message the same day: happy to do that, it adds [amount] and [time], shall I go ahead?
Nobody disputes a cost they agreed to in advance. Everybody disputes one that appears at the end.
Example conversation with Writing
You
Customer just asked me to do the hallway too, while I am here. Message to send?
Writing
Happy to do the hallway while we are set up. It adds about £340 and half a day, so we would finish Thursday rather than Wednesday.
Just reply yes and I will crack on.
Send it now, before you start. The same words after the job reads as a bill they did not agree to.
Just reply yes and I will crack on.
Send it now, before you start. The same words after the job reads as a bill they did not agree to.
Thirty seconds now, or an argument on the final invoice.
Paste this to LUKE
Write me a short, friendly message for when a customer asks for something outside the original quote. It should confirm the extra cost and time and ask them to approve before I start.
Try it on your business
Every lesson ends with a question to hand to a Greymill specialist, who answers with what it knows about your business.