b'Business Managementare going to get far fewer phone calls from customerspoint a camera (or phone) at an area of the roof and asking you if you have been there yet and what youtake a picture? Until you get the field crews turning did. You are going to get your money faster andin what you need 100% of the time, in a timely way, you are going to get more of that customers work.you are going to spend more time asking for stuff To get an invoice in a customers hands within 24and fixing what they send than preparing invoices. hours you need to be emailing the invoices andThis is a challenge (it is the challenge) that must be all backup information in a single PDF. (No looseaddressed first.pictures.)And, you need to be doing this so thatA word about apps/software.The three best known your staff is not suffering massive stress and chaosservicedepartmentappsinourindustryare(in to make it happen! This can be challenging for mostalphabetical order), Dataforma, FCS and Roof Logic. contractors to achieve because their processes andThere are others.Do not think that purchasing one procedures arent set up to make it happen.of these apps will make your invoicing faster.It will Part 6Smoothing out some bumps not, until you have a proven process that works.Last issue we talked about the importance of gettingTechnology applied to an efficient process makes it repair invoice into your customers hands within 24more efficient. Technology applied to an inefficient hours of work completion because a knowledgeableprocess makes it more inefficient.Bill Gates building owner views your invoice as a communicationIn addition, if you are going to email an invoice document, not just a request for payment. with all documentation to a customer it needs to When most contractors try to get their invoices outbe in a single PDF.When you send an email that within 24 hours it creates massive stress and chaoscontains the invoice, a marked aerial, a bunch of in the service department, because the processesphotos, all as separate attachments your packet and procedures in place were not set up to do that.of communication can easily become separated Letstalkaboutwhatneedstohappentomakeand inconvenient for the customer.(Remember, invoicing within 24 hours something that is actuallycustomer service is about making things easier for easier to do than what you are doing now. the customer, not yourself.) You will need software that can arrange your photos into a single document andanotherpieceofsoftwarethatwillcombine various PDFs into that single PDF.These are not Yourfieldtechshard to find in the marketplace.Until the info coming need to be trainedin from the field is reliably and accurately delivered, everything else in prompt invoicing will be a struggle. tounderstandBut as the quality of what comes in improves, you that fixing the leak is notwill quickly see the difference it makes.their only role.Greg Hayne is owner of the Hayne Coaching Group.Greg helpscontractorsfindandimplementbetter,smarter, moreinnovativewaystowork.HisprovenCreating Understand that 100% of the information you needGreatServicetraining,supportandimplementation from the field must, 100% of the time be turned in,programhelpscommercialroofersgrowtheirservice daily.Your field techs need to be trained to understanddepartments.His ESE Peer Groups bring non-competing that fixing the leak is not their only role.They alsorooferstogethermultipletimesayeartosharebest need to document what they did with a marked aerialpractices, solve common problems and tip the competitive or drawing and appropriate photos.They need tolandscape in their favor in a big way!Greg is also an EOS be trained to understand what appropriate photosimplementor, helping select contractors get the most from actually mean.(Would you take a kid off the streettheir EOS/Traction experience.and turn him loose doing detail work on a TPO reroof with a leister hand welder because he could turn it on?No?!Then what makes you think your repair crews are qualified to take photos because they can www.mrca.orgMidwest Roofer 21'