We've all experienced it—the dreaded billable hours debate that ensues when a client disputes their invoice. Fortunately, there are some fairly simple preventative measures that can significantly reduce disputed invoices and earn your professional services company more satisfied clients and they all start with time entry. Here are five keys to writing quality time entries for client invoices that decrease disputed invoices for happy customers and a happier billing team.
1. Specify the Origin of the request
Many disputed invoices arise from a simple communication gap between different departments. Be sure to include the full name of the person who requested the work on every time entry. This will provide an extra layer of accountability on the client side and allow clients to verify internally if there are any questions about the work performed.
2. Be Specific and Concise
Outline the specific work performed in response to the request. Include the systems, functions and outcomes in each entry. Try not to copy and paste the comment day after day. At the very least you should be appending differentiators to the end of repeat entries, for example, "Onsite for implementation – Day 1"
3. Use Definitive Language
Avoid words like "tried" or "attempted," as these suggest that the work may not have been completed to satisfaction. Instead, use phrasing like "worked on" and focus on what was accomplished through the work performed.
4. Use Proper Grammar, Punctuation, and Spelling
First of all, for the love of EVERYTHING spell and capitalize the client's name correctly. Nothing says "We don't care about you" faster than misspelling a client's name. Beyond that, using improper spelling and grammar creates an aura of carelessness around all of your interactions. Subconsciously this could be indicating to your clients that your services are less valuable or that your company is less trustworthy than they initially believed.
5. Show Your Value
Be sure to show your value add to the client without writing a novel. Invoices are a critical touchpoint with clients. Maximizing the value of your services makes invoices less painful to pay, ensuring that your clients continue your relationship. However, to get your invoices processed as quickly as possible, keep your value-add statements clear, concise and easy to read. Too much text could be seen as an overcompensation and make the client question your work.
Proper time entry is pivotal for maintaining a positive relationship with clients and ensuring the smooth operation of administrative functions within a firm. It lays the foundation for a transparent, accountable, and efficient workflow that benefits both the service provider and the client.
