Purpose
Define payment collection and job closeout at the end of every service call.
When to Use
- After all work is completed and verified
Procedure
1. Verify Completion
Confirm all authorized work is complete and tested
Run water, flush toilets, check for leaks
Ensure CO and pressure testing complete if applicable
Take final photos2. Walk Customer Through
Show customer what you did
Explain how to use new equipment
Point out anything to monitor
Answer questions3. Collect Payment
Present final invoice in ServiceTitan — review line items
Collect full payment before packing up (per Payment Policy)
Accepted: credit card, debit card, cashier's check, cash, financing
No regular checks without manager approval
Process in ServiceTitan, provide receipt
Cash: count in front of customer, receipt, drop at shop dropbox before end of day4. ServiceTitan Closeout
Finalize invoice with all line items and correct pricing
Ensure photos and notes uploaded
Log time accurately
Close the job — no open jobs5. Request a Review
Ask: "Would you mind leaving us a Google review?"
Share the Google review link
Do not pressure — genuine ask goes a long way
Satisfied customer plus review is the best outcomeImportant Notes
- Never leave without payment unless supervisor approved
- Customer disputes: stay calm, call supervisor — do not discount on your own
- Commissions paid when job fully collected — on-site collection matters
Related SOPs
- Payment Policy — accepted methods and terms
- Technician Safety During Payment Collection — safety
- Post-Job Cleanup & Follow-Up — after payment
