101 lines
2.8 KiB
Markdown
101 lines
2.8 KiB
Markdown
# Client & Invoice Follow-up
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**Goal:** Simple calendar-based system to manage client check-ins, reminders, and followups.
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## Core Policy
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**Invoices must be sent AND paid before clients receive their devices back.** No exceptions.
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## Implementation
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Calendar events and reminders handle everything:
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- Set reminder when invoice is sent
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- Set followup event if unpaid after 3 days
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- Set pickup notification event when repair complete (only after payment confirmed)
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- Set quote followup reminder (one-time, 2 days after sending)
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## Integration (Pending)
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Once the repair tracker is back online:
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- Link invoice numbers to repair tracker events
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- Link shipping tracking numbers to repair tracker events
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- Calendar events reference tracker IDs for easy lookup
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## Priority Matrix
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| Status | Action | Calendar Event |
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|--------|--------|----------------|
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| Invoice sent, unpaid 3+ days | Follow up | Reminder triggers |
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| Invoice paid, repair complete | Notify for pickup | Same-day event |
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| Quote sent, no response 2+ days | Follow up once | One-time reminder |
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| Repair in progress | No action needed | No event |
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| Waiting on parts | No action until parts arrive | No event |
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## Daily Workflow
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### Morning (10-15 min)
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1. Check calendar for today's followup events
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2. Process any invoice payment reminders
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3. Send pickup notifications (payment confirmed only)
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4. Handle quote followups
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### Follow-up Templates
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#### Unpaid Invoice (3+ days)
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```
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Hi [NAME],
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Just a quick reminder that invoice #[NUMBER] for $[AMOUNT]
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is ready for payment. Let me know if you have any questions!
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[PAYMENT LINK]
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Thanks,
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Motherboard Repair CA
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```
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#### Repair Complete - Pickup (send ONLY after payment confirmed)
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```
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Hi [NAME],
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Great news! Your [DEVICE] repair is complete and ready
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for pickup. We're available [HOURS].
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See you soon!
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Motherboard Repair CA
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```
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#### Quote Follow-up (one time only)
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```
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Hi [NAME],
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Following up on the repair quote we sent for your [DEVICE].
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Happy to answer any questions if you're still considering it.
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No pressure either way - just let us know!
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Motherboard Repair CA
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```
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## What NOT to Do
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- **Don't release devices until invoice is paid** - no exceptions
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- Don't send pickup notifications before payment is confirmed
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- Don't follow up on quotes more than once
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- Don't check on repairs still in progress
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- Don't bug clients about parts delays (that's our problem, not theirs)
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- Don't send multiple reminders per day
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## Escalation
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Flag these for immediate attention:
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- Invoice unpaid 7+ days (device held until paid)
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- Client requesting device before payment (explain policy)
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- Client complaint or dispute
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- Repair complete + paid but no pickup after 14 days
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- Any angry/urgent messages
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## Weekly Metrics to Track
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- Invoices sent vs paid
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- Average time to payment
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- Quotes converted to repairs
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- Pickup wait times
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