Write the quote as a record of the agreement
List the work by outcome and location, then show the price beside each part. The customer should know what is included, what is excluded, when the work may happen, and what could change the amount. Photos or documents help when a site condition is difficult to describe, but they should support the written scope rather than replace it.
“Remove two shrubs beside the front walk, load and haul green waste, and rake the disturbed area. Does not include stump grinding, replacement plants, or repair to hidden irrigation lines. Price: $600.”
If you request a deposit, state when it is due and how it will appear on the final invoice. Show taxes, discounts, and expiration terms when they apply to the job. Do not rely on a private office note to explain a customer-facing charge. See how narra handles customer approval →
Preserve what the customer approved
Approval belongs to a specific price and scope. Record the version the customer saw, the approval date, and the delivery method. If either the work or amount changes materially afterward, send the revised version for approval before treating it as agreed. An internal note about a conversation is useful context, but it is not the same as customer approval.
| Record | What it says | Status |
|---|---|---|
| Quote v1 | Shrub removal and hauling, $600 | Customer approved |
| Requested change | Add removal of a third shrub, +$150 | Awaiting approval |
| Revised scope | Original work plus third shrub, $750 | Proceed only after approval |
This prevents a later invoice from appearing to contain a charge the customer never saw. In narra, changing an approved quote's price or scope clears the prior approval so the changed agreement must be approved again.
Give the crew the approved version
When the quote becomes a job, carry over the service address, scope, exclusions, photos, access details, and any customer instruction. The field team should be able to answer “what did we agree to do?” without searching a text thread. Schedule the work against that record, then attach visit notes, time, and completion photos where appropriate.
- Before dispatch: check that the approved version and planned tasks match.
- During the visit: record progress and exceptions against the job.
- At closeout: confirm which quoted lines were completed and whether a change needs review.
For recurring or multi-visit work, keep each visit distinct. A completed visit, a postponed visit, and an unapproved add-on should not look the same when the office prepares the bill. See scheduling and field job details →
Decide on extra work before it becomes a charge
Unexpected work is normal; undocumented approval is avoidable. When the crew finds a third shrub or a hidden obstruction, pause the extra task. Record what was found, describe the proposed work, price it, and get the customer's decision through your normal approval process. Then update the crew's instructions.
“We found a third shrub behind the fence that is outside the approved two-shrub quote. We can remove and haul it today for an additional $150. Please approve the revised scope before we proceed; otherwise we will complete only the original work.”
If the customer declines, record that decision and complete the original work. If the customer approves, keep the revised agreement beside the job. A clear change trail protects both parties when the invoice arrives.
Reconcile the invoice to the job record
Before sending the invoice, compare every line with the approved quote, accepted changes, and work recorded on site. Remove unperformed work, show approved extras separately, and apply any deposit or prior payment once. The customer should be able to understand the remaining balance from the invoice itself.
| Line | Record behind it | Amount |
|---|---|---|
| Original shrub work | Approved quote v1; completed visit | $600 |
| Third shrub | Approved revised scope; completed visit | $150 |
| Deposit already paid | Payment record | −$100 |
| Balance due | $600 + $150 − $100 | $650 |
Use the tax treatment and payment terms that apply to your business and location. The amounts above illustrate the reconciliation method, not a recommended price. If the final total differs from the approved amount, the difference should have a visible explanation before the invoice goes out.
Send a bill the customer can check
Send the invoice with the service date, short line descriptions, approved extras, prior payments, due date, and a way to ask a question. Keep the quote and job record easy for the office to reopen when a customer replies. A calm, specific answer is faster when the team can see the original agreement and the visit notes together.
After payment, record the payment against the invoice and confirm the remaining balance. For the next job, review where the quote was unclear or where the crew needed more context. That is how the workflow gets better instead of repeating the same billing question.
Frequently asked questions
Can an invoice differ from the quote?
Yes, when the work or price changed and the customer approved that change. Show the original scope, the accepted change, and any deposit or credit separately so the reason is visible.
What if the crew could not complete one quoted task?
Record the exception and decide whether to reschedule, remove the line, or bill under an agreed partial-work term. Do that review before sending a normal-looking full invoice.
How do I prevent approval confusion?
Keep one current customer-facing version. Record when it was sent and approved, and clear or supersede that approval when the price or scope changes. For recurring work, start with a cost-based price →
How do I check whether the job has already been billed?
Review the invoices linked to the job before creating another. Compare their scope, status and amount with the work you intend to bill. A paid invoice, an open bill and a voided invoice mean different things; document any additional approved work instead of billing the original scope twice.