Customer Authorization & Paperwork

Purpose

Ensure proper authorization before beginning work and all paperwork is completed in ServiceTitan.

When to Use

• After customer selects an option
• Before starting ANY work

Procedure

1. Confirm Selection

Confirm which option the customer selected

Walk through line items so they understand what is included

Confirm total price and payment terms

If financing, complete application BEFORE starting work

2. Authorization

Customer must sign estimate/authorization in ServiceTitan before work begins

Rental properties: authorization from property owner or manager required

Jobs above dollar thresholds may need additional authorization

Verbal authorization OK in emergencies but must be documented in ServiceTitan

3. Property Responsibility Agreement

For work involving property risk (cutting walls, excavation), get signature on Property Responsibility Agreement

Establishes expectations about scope and property condition

Protects customer and Spartan

4. Create Invoice

Convert approved estimate to invoice in ServiceTitan

Verify all line items, descriptions, and pricing

Delete unsold estimate options

Attach photos and documentation

5. Communicate the Plan

Tell customer: what you will do, how long, where you will work

Inform of disruptions: water shutoff, noise, access needs

If leaving for parts, tell them before you leave

Important Notes

• NEVER start work without signed authorization — non-negotiable
• If customer verbally approves but refuses to sign, call supervisor
• Insurance work: office handles authorization separately
• Keep digital records in ServiceTitan

Related SOPs

• Authorization from Property Owner Requirements — rental authorization
• Options Presentation — presenting before authorization
• Payment Policy — terms and collection