SERVICE CHARGE CLARITY CARD
Guide: https://callnerd.xyz/blog/explain-minimum-service-charge/

Working template. Complete it from your actual approved pricing policy before
using it with customers. It does not set prices or change existing agreements.
Keep customer details out of copies used for training.

POLICY SOURCE
Service / visit type:
Applies in these areas / hours:
Current price sheet location and version:
Approved by:
Effective date:
Owner and review trigger:

THE CUSTOMER'S CHOICE
Minimum payable amount, currency and tax treatment:
What this covers (travel / assessment / diagnosis / specified labour):
What it does not cover:
Other applicable costs, or how uncertain costs will be established:
Payable if customer declines further work:
Payable if fault is not found / parts unavailable / repair not possible:
Credit against other work? If yes, amount and exact conditions:
When and how further work is priced and approved:
Cancellation / access / other booking conditions to explain:
Exception decision-maker:

BOOKING WORDING - COMPLETE BEFORE USE
The [visit/service] costs [amount and tax treatment]. It covers [scope].
It does not include [exclusions]. If [no-repair circumstances], [actual rule].
[Credit rule, including conditions, or state that it is a separate charge.]
Before further work, we will [actual price and approval process].
Would you like to book on that basis?

IF AN ADD-ON PRICE DEPENDS ON ANOTHER JOB
Add-on work:
Price applies only when:
Combined scope and total:
Standalone option / separate quote needed:
Where that condition appears on the written quote:

BEFORE CONFIRMING
[ ] Customer's question answered
[ ] Written confirmation matches amount, scope and conditions explained
[ ] Booking decision recorded through the normal process
[ ] Unresolved agreement/dispute sent to authorised decision-maker

REVIEW LOG - ONE ROW PER RELEVANT BOOKING
Period and number of bookings reviewed:
Case reference (minimum necessary authorised information):
Customer's actual fee question:
Policy version available to staff:
What was said before the question:
What the confirmation said:
Finding: clear / unclear scope / credit confusion / bundle condition /
conflicting source / missing information / other / not established
Correction, owner and due date:
Later check and remaining uncertainty:

Do not equate a declined booking with misunderstanding. Do not add a fee to an
existing agreement through this worksheet. Resolve that case with its owner.