Extra Work Order Template STOP GIVING AWAY YOUR SERVICES Why an extra work order template? Giving work away free of charge or scope creep is one of the biggest challenges affecting accounting firm profitability. It’s also often quoted as one of the reasons for overwhelm and lack of time in teams. Scope creep is often a result of team reluctance to engage in uncomfortable conversations with clients and leads to undertaking unplanned work without appropriate billing or even notification to supervisors. This affects the firm’s efficiency and undervalues the service provided. A template on its own will not solve all the problems with scope creep. It’s essential for compliance services to introduce a robust records grading system. And, across the firm, develop communication skills among team members to confidently address scope changes, ensuring transparency and fairness in client engagements. A clear ‘Menu of Services’ or a robust pricing system (including proposal software) is vital. As is the ability for everyone to understand the scope, the price charged, and hence what is inside and outside scope. However, if used properly, the EWO or extra work order template will be a great tool to combat scope creep. Examples of scope creep You know the score. Whether or not you include unlimited telephone support on engagements, a client rings up with a quick query and 60 minutes later, they are still on the phone. Or, records come in, the bank isn’t reconciled, and the team member fixes it because it will be quicker, and the job can be continued. Or, a client rings up with an urgent piece of work, and it gets done without any discussion of fees or extra work orders, and then it either gets written off, or the client thinks it's already included. Or any other number of other scenarios. It is really helpful to brainstorm examples of scope creep within your firm. How to identify scope creep Please adapt the template to suit your firm’s specific requirements (and after the discussions above and the system you introduce) - you can download a copy of the template in Excel here. You need to print out a stack (on bright colour paper, a colour that is not used for any other forms) so that they can sit beside each team member’s phone/computer. Print. Yes, even if you are paperless! These are important and overlooked steps. Some firms get a print company to create a pad to sit beside phones/computers. It helps for team members to see that brightly coloured piece of paper moving around the office - nothing like a bit of healthy competition and a constant reminder! Meet the team again and explain, talk through the plan, and adapt for any great suggestions. Answer any questions. It is helpful to limit all (free/unlimited) calls/telephone support to 10 minutes. Anything over is a ‘meeting’ and chargeable by default. A script such as, “I have a meeting/another call in 10 minutes, will that be enough or do we need to book in more time for a meeting?” Walk through the form and how to complete it. If in doubt, it’s chargeable or at least important enough to fill out the form. Zero exceptions. Once you leave room for exceptions, it leaves room for interpretation/excuses, and the floodgates will open. If appropriate, set a weekly target (5-15% of gross recurring fees). Adapt the system/form for any issues that arise. How to use this template Meet the team and explain the challenges with scope creep. No one wants to work for free or be underappreciated/undervalued. Answer these questions (with your team): From the previous section, what scope creep happens in your firm? How do we know about it? Or how could we find out about it? How do we stop it? How do we bill it? Explain that you are going to create a system to deal with scope creep and introduce an extra work order template. Extra Work Order In-charge: Manager: Partner : Client code: Client name: initials initials initials Estimate value to client: Details of initial phone conversation/email/letter: date date date Estimated time to complete with breakdown/ time taken on call Date: Time: Work required or alternatively what was outcome of phone converstaion if longer than 10 minutes: Ok to proceed? Fee agreed with client: Y / N If no fee to be billed, why not?: field test apr 15 Compliance is not dead. However, studies show that firms who introduce a repeatable business advisory service triple their profits. Traditional business advisory In the past, traditional business advisory hasn't properly leveraged the right combination of people, processes and technology. It has been heavily reliant on partners or managers to deliver, there isn’t enough time, it's difficult to scale, and only the top 10/20% of clients can typically afford it. Repeatable business advisory Clarity® is the complete business advisory platform that can help you introduce and create a profitable, repeatable and scalable business advisory service for your firm. We help progressive accountants market, sell, price and deliver re-imagined business advisory services at scale. From 90 minutes per week Starting from just 90 mins a week for the first three months, our simple step-by-step implementation plan, coupled with our education systems and member success team, will ensure you generate $37k/£30k/AU$60 GRF, or your money back. Thereafter, we help you build a well-respected and successful transformational accounting firm that earns three times your existing profit with a happier team and clients. Clients love it and ‘get’ it Our multi-award winning solution creates significant value for your small business clients, at a price they’d love to pay. Contact us Why not book a discovery call with one of the team to see what a difference Clarity could make to your firm? www.clarity-hq.com