Scope of Services: Businesses Promote Professionalism & Client Clarification

A written outline explaining your professional qualifications and scope of services will help build understanding and good customer relationships.

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Question: Why do I need a scope of services document?

Answer: Over the years I have come in contact with a number of very good service providers who also happen to be very good business people. One comment I always hear from these successful business owners is how important it is to be clear with clients about what work is going to be done, how it is going to be done, what the follow-up will be, and what will take place if something unexpected is found.

Even more important to any discussion is to make clear what will not be done. Most of my personal experience is connected with inspection or evaluation of systems, either as a part of a troubleshooting process or a real estate transfer inspection. Having a document you can leave with the customer explaining what will be done or not done is a good practice regardless of whether it covers an inspection, monitoring and maintenance, repair or installation.

A scope of services document does not need to be long or complicated, just specific and to the point about activities that will take place in the homeowner’s backyard. The document provides a way for the homeowner to revisit what you told them in the yard as their eyes were glazing over due to information overload on an unfamiliar topic. It also creates a comfort zone with what to expect during the process. In the end, it results in happy customers after the job is done. They feel they got value for the money they paid and have confidence that the work was done professionally. It brings them peace of mind and makes it more likely they will refer a friend or neighbor to your business.

PROMOTE YOUR PROFESSIONALISM

The following are some things to consider for your scope of service document. These comments have the inspection bias, but I think if you look at the general ideas they will apply to other activities as well.

If you have professional certifications and training, promote those up front. Point out that this is how you keep up with the most current information for onsite systems and provide the highest professional standards to your work. I am always impressed by the willingness of people in the industry to attend education events, glean what they can from the discussions, and practically apply that knowledge in the field.

Tell customers that the results of your investigation and work will be summarized for them when the job is complete.

For both maintenance and real estate transfers, the fieldwork starts with identification and location of all system components. For operation and maintenance agreements, the first activity is a thorough inspection or evaluation of the system. I like to say, “Inspection is the start of management.” Give the homeowner an idea of how this work will be performed. Will the drainfield be probed by hand? Will a camera be used to examine the sewer line from the house to the tank? In what situations will it be necessary to use a backhoe to access part of the system and what are additional charges for this work?

STEP-BY-STEP REVIEW

In the inspection and initial system evaluation, indicate that the septic tank will be opened, the contents of the tank will be evaluated for effluent level, scum thickness, sludge depth and signs of deterioration such as corroded baffles, cracked lids and – following the pumping – evidence of cracks or lack of watertightness in the tank. Make sure they know there is an additional pumping charge.

If the system includes pumps and pump tanks, indicate you will evaluate each pump for proper operation, check the integrity of the tank and evaluate the alarm circuitry. Detail how you will evaluate the condition of the drainfield, whether you will open and check the distribution box or drop boxes, and open evaluation ports and check effluent levels. Make sure they know each piece of the system will be evaluated and reported on in terms of operability and potential problems.

Detail what will be done to make their yard look the way it did when you arrived. Explain how the tank will be closed and backfilled. Indicate it will be seeded or sodded and that the area of excavation will be slightly raised to allow for normal soil settling.

Finally, consider adding a disclaimer to clearly spell out what the work does not provide. Guard against a perception the homeowner might have that once the system is inspected and has passed, it will function indefinitely. It should be stated that the inspection was an evaluation of the system’s present condition and operability. It is based on the evaluator’s experience and training. It does not warrant or guarantee proper functioning for any time in the future.

NOT A WARRANTY

If the work involves system maintenance, then a guarantee of the work for a specific time period is appropriate. For real estate inspections, it is important to highlight that due to factors beyond the inspector’s control, such as a new larger family, lack of future maintenance and the inability to monitor future use, there are no guarantees the system will function the same for any prospective buyer.

One additional disclaimer becoming more important in specific areas is that there was no evaluation of the system’s impact on groundwater or surface water unless that was actually part of the work. The system could be operating as it should but not meet stricter standards put in place in special management areas.

If you do not already have a scope of services document, hopefully this brief outline provides the motivation to create one.



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