A useful handover covers five things: the work completed, any open questions, the information the customer needs, the final paperwork and the payment arrangement. Give those a few deliberate minutes before packing up or moving on to the next job.
The useful bits
- Compare completed work with the agreed scope and approved changes.
- Explain any follow-up and name the person responsible for it.
- Finish with a clear invoice, payment arrangement and contact route.
1. Check the work together
Use the agreed scope as your starting point. Show the customer what has been completed and explain any approved changes. For a remote customer, agree how you will communicate the handover rather than assuming that leaving a message is enough.
Invite questions while you still have the details in front of you. If something remains open, record it clearly instead of describing the whole job as finished. A practical handover should make the next step easier to understand, even when the job is not completely resolved.
2. Explain what happens after you leave
Give the customer the information relevant to the work you have actually done. This might include where to find manufacturer instructions, how to arrange a follow-up or whom to contact with a question. Use the correct product and professional guidance rather than improvising technical advice.
Where the work requires certificates, specialist records or other formal documentation, follow the requirements that apply to your trade and the job. A normal invoice or completion note does not replace those documents. Keep the customer clear about what they have received and anything still to follow.
Make a follow-up specific
“The agreed repair is complete. I will send the final invoice to your email today. We have also agreed a separate visit to assess the other issue; I will contact you on Tuesday to arrange that.” Only make commitments you can keep, and distinguish new work from this job.
3. Match the paperwork to the job
Review the invoice before sending it. Check the customer, job description, agreed changes and amount still due. If another person handles payment, make sure the paperwork goes to them and includes any reference they have asked for.
Keep the work description understandable after the visit is forgotten. “Labour and materials” may be less helpful than a short description of the actual repair or service. The aim is for the customer, you and your bookkeeper to recognise the same piece of work later.
4. Make payment the clear next step
Follow the payment arrangement agreed with the customer. With Tender, you can take a contactless payment on your phone or share an online invoice payment link after completing the relevant setup. Processing fees apply. Explain the balance before asking the customer to pay.
Check a successful payment before recording the invoice as settled. Where the customer pays by cash or bank transfer, keep an accurate record and verify receipt. If payment is due later, confirm the arrangement and keep the outstanding invoice visible in your own follow-up routine.
5. Leave yourself a useful record
Before the next job takes over, note anything you promised to send or do. Give each follow-up an owner and a time rather than relying on memory. Keep relevant job information with the paperwork so it does not disappear into an unrelated message thread.
For the next handover, use the same five checks. The value is a repeatable finish to the working day: the customer knows where they stand, and you can see what is complete, what is paid and what still needs attention.
- Scope checked.
- Customer information provided.
- Paperwork accurate.
- Payment arrangement clear.
- Follow-up recorded.
