L3 YR1 Unit 306 session 7 Customer information

An estimate

approximates how much the job will cost and can vary both upwards and downwards depending on the actual time taken to complete the work and the final cost of the materials.


Most small businesses opt for estimates because of its inherent flexibility.

​ A quote

is a fixed price for the work to be carried out to the customer’s satisfaction.

It cannot vary once the price has been agreed.

Generically, because of this, quotes tend to be slightly higher than estimates.

Invoices and statements
these are documents that are issued at the end of the contract, which show the final account to be paid by the customer. Itemised statements and invoices are often requested because they show the customer exactly what they are paying for. It is usual to give a period of between 14 and 28 days for payment.

​Statutory cancellation rights

all customers have the right to cancel a contract once it has been signed. Usually, there is no cancellation penalty providing the contract cancellation was confirmed in writing within a specific amount of time.

Handover information


when the work is completed, all information such as manufacturer’s installation and servicing instructions, warranty documents, information leaflets, component brochures, commissioning documents etc, should be presented in a folder to the customer.

In addition, the folder should also contain a thank you letter, thanking the customer for their business, a list of other jobs and services the company undertakes, a plan showing where any emergency isolation valves and cut-offs are located and the contact details of key personnel within the company, including an emergency contact telephone number, should any problems arise.

Finally


inform the customer of any servicing time frames or requirements that the appliances or components may have.