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Customer Approval Capture Checklist (Before Extra Work)

Customer approvalExtra workChecklist

A checklist to get customer approval before doing extra work: stop, photo the issue, explain cost and work, get approval in writing (text, email, or signature), then document in job notes. Prevents 'I didn't agree to that' and supports the invoice.

For teams dealing with 'I didn't agree to that' disputes after doing extra work because approval was verbal or missing.

Next: Use it on the next five jobs where you find extra work; then make it standard and tie it to change orders in your invoicing.

Copy/paste template

Customer Approval Capture Checklist (Before Extra Work)

  • - Customer Approval Capture Checklist
  • -
  • - Before starting extra work:
  • - - [ ] Stop current work
  • - - [ ] Take photo of the issue
  • - - [ ] Explain the issue to customer
  • - - [ ] Explain the cost and work needed
  • - - [ ] Get customer approval (text, email, or signature)
  • - - [ ] Document approval in job notes
  • -
  • - Approval details:
  • - Customer: [Name]
  • - Date: [Date]
  • - Issue: [What needs to be fixed]
  • - Work: [What will be done]
  • - Cost: $[amount]
  • - Approval method: [Text/Email/Signature]
  • -
  • - After approval:
  • - - [ ] Proceed with extra work
  • - - [ ] Update invoice to show original scope + change order
  • - - [ ] Store approval with job record

How to customize

Replace placeholders:

  • [Name] → Customer or tech name
  • [time] → Arrival time (e.g., "2:00 PM" or "in 30 minutes")
  • [link] → Job link or tracking URL

Avoid these mistakes:

  • Don't use overly aggressive language (e.g., "URGENT: Payment due now!")
  • Don't use confusing abbreviations or jargon
  • Don't make promises you can't keep (e.g., "We'll be there in 10 minutes" if it's not realistic)

How to use it

  1. Use this checklist whenever you find work outside the original scope.
  2. Stop work immediately when you find something new.
  3. Get approval before doing extra work (don't do it and ask later).
  4. Document approval in writing (text, email, or signature).
  5. Store approval with the job record (not in separate texts or emails).

Common tweaks

  • Add urgency note if it's a safety issue.
  • Add time estimate if extra work adds significant time.
  • Add options if there are multiple ways to fix it.
  • Add deadline if customer needs time to decide.
Back to Scheduling Mess hub

Related guides

Guides that help with this pain:

Scheduling Chaos? A Simple System for 1-5 TechsDrive Time Reduction: Intake Fields That Matter

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