How to Avoid Scope of Work Miscommunications

Any sort of subjective work like Tree/shrub pruning, Labor-based hourly work, and even Time & Materials service requires a specific approach to ensure miscommunications are avoided and scope of work is clarified.

Any company that performs these sorts of services has no doubt been stuck on certain projects where you had a clear representation of what service you would perform based on the price you quoted, but the customer had a much different expectation.

The classic case is that of pruning. A customer calls you out to "prune"... seems simple and straightforward in theory but what pruning means to you as a professional and what it means to a property owner may very well vary significantly.

Your company looks at a tree for example and knows how much foliage is healthy to prune to promote new growth where your customer just sees branches that are a nuisance and wants them hacked back.

Here is how I think about it:

I would much rather lose out on a job by disqualifying than to get into this sticky he said she said nit pick battle down the road when my money is on the line.

It is all about being the professional and setting expectations for how YOU want this working relationship to progress.

If YOU do not set expectations, your customer will make up their own on the spot and I promise you won't like what they came up with.

It is really challenging to break away and charge a client more AFTER the initial agreement because the property owner has already made up their own expectations on how this is going to go. So if you vary from that, they are automatically going to think you are trying to get one over on them.

The idea here is to work PROACTIVELY and anticipate any potential miscommunications before they happen. Try language like this:

"Mrs. Jones, I would be happy to come out and provide you an estimate on the pruning work you are requesting but first may I make a suggestion? (People typically do not upset by a polite suggestion and if they do RUN AWAY from this lead.)

In our experience in doing pruning work, it can be quite subjective - meaning sometimes lines get crossed on exactly what you are looking for and how/what we should be pruning. To help ease the confusion, we would ask that we meet with you on-site to look at the tree(s) in question. You can explain why/what you are looking to prune then I will do an analysis of the tree, take photos and actually draw right on the picture to explain clearly which branches we would suggest removing based on your needs & what is best for the tree.

I will summarize this all up on a clean document for you so that you are comfortable and feel like you are getting your money's worth. Does that sound fair?"

Taking the 30-60 seconds to explain your pruning policy will go a long way. Notice that the language is centered around the CUSTOMER and not "YOU".

It is NOT "here is my policy" it is "this is what other customers have cared about and I want to make sure you are satisfied as well".

This customer-first approach shows that you care and are willing to put in a little extra effort to avoid future complications.

The understated advantage here as well is it will automatically disqualify customers who will likely be a pain in the ass.

Those that will watch you out the window and point out each branch they want saying things like "Ah no don't worry about it, I just need a little trim back. Just give me a quick price. It is only a couple of branches" - these are the customers who wreak havoc on your productivity on a job site and are nothing but headaches to work with.

An Example of a Pruning Policy

#1 The customer MUST meet with Estimator.

• The property owner MUST be home and meet with the estimator during the estimate. This allows the sales arborist to communicate what the proper pruning method is for the tree in question AND to demonstrate why you are suggesting it.
• The estimator can get the feedback from the property owner on why they want the pruning done and illuminate how they suggest going about executing on their wishes.

#2 PHOTOS PHOTOS PHOTOS

• We would require the estimator to take lots of photos of the trees AND mark up said photos to demonstrate exactly which branches will be removed. Besides clarifying the scope of work, it also shows your customer that you are not just a gun for hire but rather you approach each tree strategically with a plan of action.
• People are visual. Showing them a mark up like the example below clearly communicates quantity, location and size of the branches you are removing for the price you are quoting.

#3 Written Scope of Work

• Just like the photos, written descriptions take the guessing out of the equation. Not "prune trees back" but

"Parts to be removed: all dead & damaged branches as notated in the corresponding photos. Pruning amount: all branches not to exceed 3 inches / 12ft in length / 25% of the crown."

• After describing and photographing the specific branches you will be removing, it is useful to have a clause that states what happens when the property owner wants additional pruning done. Something like:

"All pruning requested outside of this defined scope of work must be requested same day as this work and will be billed out at $200 per hour"

• This shows that you have defined what the proper pruning technique is for the tree in question. If the property owner is not satisfied with that and wants more, you can achieve that but it is a separate charge out per hour for the additional time and expenses.

#4 COVER YOUR ASS

• In today's world, you can never be too careful. It is not enough to just provide verbal or written descriptions, get the property owner to sign off on the proposed scope of work.
• Ideally, have them sign off right on site digitally on one clean document that houses the pictures as well. Having the pictures, the written scope of work, AND the signature of the customer will allow you a ton of ammunition should you ever need it to defend yourself.
• Tie it all together with your legal agreement information and terms & conditions. If possible use a digital program where you can make this into a template where all this standard information comes up automatically.
• GET A SIGNATURE. Even if it is on paper, get the customer to sign off on the agreed scope of work you described. If possible, making this digital is a lot easier of an ask.

For more information on how to create professional proposals and documents that not only sell but simplify your business contact Sean Adams: seanadams@singleops.com or direct message me.