The Service Operator
Checklist

The 7‑Day Collections Routine — One‑Week Pilot Checklist (ServiceTitan • Jobber • Housecall Pro)

A one‑week, one‑crew pilot to squeeze cash faster: exact platform toggles, two reminder templates, same‑day invoicing habit, a short Day‑9 call script, and step‑by‑step instructions to pull ‘% paid ≤7 days’ in ServiceTitan, Jobber, or Housecall Pro.

Run this with one crew for one week. The aim is simple: 90%+ of service tickets invoiced the same day and 70%+ of invoices collected within 7 days — without turning your office into a collections shop. Follow the steps in order. Use the tool‑specific toggles where noted. Keep terms customers (approved Net‑15/30) on a separate list and cadence.

  1. 1

    Pick the pilot and set targets

    Choose [CREW NAME] for [START DATE]–[END DATE]. Name an owner for the pilot: [OWNER NAME]. Tag invoices from this crew as "Pilot‑A" in your CRM. Targets: 90% same‑day invoicing; 70% paid ≤7 days (residential/retail only). Create a 10‑minute stand‑up on Day 3 and Day 8 to review exceptions.

  2. 2

    Preflight payments + terms (pick your tool)

    All tools: turn on online card/ACH, confirm text‑to‑pay/SMS links, and add a card‑on‑file authorization line to your work order/estimate template. Mark approved commercial customers with terms so they skip the retail reminders.

    • ServiceTitan: confirm ServiceTitan Payments (or your gateway) is enabled; register your SMS number; verify Field Mobile can email/SMS invoices; enable “store payment methods” for COF; set Residential default terms to “Due upon receipt.”
    • Jobber: turn on Jobber Payments; set invoices to allow online payment by default; enable SMS for communications; allow saving a payment method on file.
    • Housecall Pro: enable HCP Payments; turn on Pay‑by‑Text; if you offer financing, connect Wisetack; set Residential default terms to “Due upon receipt.”
  3. 3

    Create your two reminder messages (save as templates)

    Keep them short and friendly. Use both SMS and email.

    • Day‑3 nudge: “Hi [FIRST NAME] — quick nudge on invoice [#] from [DATE]. Here’s the secure link to pay: [PAY LINK]. Questions? Reply here and we’ll help.”
    • Day‑7 final reminder: “Friendly reminder: invoice [#] from [DATE] is due. Pay here: [PAY LINK]. If you need a hand or prefer by phone, text or call us at [PHONE].” Add a third short resend template for Day‑9 call follow‑ups: “Just re‑sent your pay link here: [PAY LINK].”
  4. 4

    Wire up Day‑3 and Day‑7 automation (per tool)

    • ServiceTitan: create a Saved Report (AR Transactions) that emails daily for invoices with Invoice Date = 3 days ago and Balance > $0 (exclude terms). CSR sends the Day‑3 SMS/email template with the SMS payment link from the invoice. Repeat with a second Saved Report for 7 days. Optional: also send 7‑day AR Statement to the customer contact.
    • Jobber: set Invoice Reminders: add two reminders for 3 and 7 days after invoice; send by SMS + email; include the pay link token. Turn on for all invoices by default.
    • Housecall Pro: on your invoice template, add automatic reminders at 3 and 7 days (email + SMS). Confirm “Housecall Sparky” shows scheduled reminders in the activity log.
  5. 5

    Load the talk tracks (CSR + tech)

    Scheduling script (CSR): “Just a heads up — payment is due at wrap. We’ll text or email a secure link; we also take card or ACH on site.” Tech wrap: “I’m marking this complete and sending the invoice to your phone now. Would you like it by text or email? You can tap the link to pay while I tidy up.” If pushback: “No problem — I’ll text the link so it’s handy. If you prefer, the office can help by phone.”

  6. 6

    Run a 15‑minute crew huddle (show the flow)

    Open one recent job on a tablet and demo: mark complete → add photos → present/send invoice → text‑to‑pay. Make it one motion. Confirm where the pay link lives in your app. Confirm who to call if the link fails ([CSR NAME]).

  7. 7

    Invoice every job within 30 minutes of wrap (non‑negotiable)

    Each ticket must be: 1) marked complete, 2) have 3 photos (before, serial/installed, final), 3) invoice sent from mobile before leaving the driveway. If on‑site payment is taken, mark Paid and capture receipt method. If customer isn’t present, text the link and note “Awaiting payment.”

  8. 8

    Capture a textable phone and preferred channel

    Dispatcher or tech confirms a mobile number at job start: “If we need to reach you or send the invoice, is [XXX‑XXX‑XXXX] the best number for texts?” Update the customer profile so SMS reminders land.

  9. 9

    Day‑3 nudge goes out automatically

    Let automation run. For ServiceTitan shops, your CSR batch‑sends the Day‑3 template using the Saved Report list and the “Send SMS payment link” action. Log any bounces and correct contact info.

  10. 10

    Day‑7 final reminder goes out automatically

    Same as Day‑3 but with the final‑reminder template. Confirm a fresh pay link is attached. For ServiceTitan, pair the SMS with a 7‑day AR Statement if you use statements.

  11. 11

    Day‑9 office call for any balance over $0 (retail only)

    Call script: “Hi [FIRST NAME], this is [NAME] with [COMPANY]. I’m following up on invoice [#] from [DATE] for [JOB]. I just resent the pay link by text/email — can you take care of it while I’m on the line? If it’s easier, we can save a card on file and run it today. For larger invoices we also offer monthly payments through our financing partner. What works best?” If accepted: save COF and charge, or text link and wait on the call. If declined: schedule a firm pay date and set a Day‑12 follow‑up task.

  12. 12

    Handle exceptions without blowing up goodwill

    • Approved commercial/PM accounts: keep same‑day invoicing but use a 7/14 reminder cadence and skip the Day‑9 call unless past terms. Include PO on invoice.
    • Disputes/holdbacks: pause reminders, log the reason, and set a resolution owner/date.
    • Financing threshold: offer for tickets ≥[$500] (edit to your policy).
  13. 13

    Track same‑day invoicing daily (fast feedback)

    Each afternoon, the dispatcher checks today’s “Pilot‑A” jobs: count of tickets closed vs. count invoiced same day. If <90%, ask the blocking reason (missing photo, scope change, app issue) and clear it before tomorrow.

  14. 14

    Pull % paid ≤7 days (pick your tool)

    • ServiceTitan: Reports → AR Transactions. Filter Invoice Date to [START–END], add columns for “Invoice Date” and “Paid On.” Export CSV. Compute Days‑to‑Cash = Paid On − Invoice Date. Exclude approved‑terms accounts. Metric = count(Days‑to‑Cash ≤ 7)/count(all non‑terms invoices).
    • Jobber: Insights → Reports → Invoices and Payments. Export both (or Payments with paid dates). Join by invoice # if needed. Compute Paid Date − Invoice Date. Exclude terms accounts. Calculate % ≤7 days.
    • Housecall Pro: Reporting → Payments Export for [START–END + 9 days] and Invoices Export for [START–END]. Join by invoice #. Compute Paid Date − Invoice Date. Exclude terms. Calculate % ≤7 days.
  15. 15

    Debrief and decide rollout

    Day‑8 stand‑up: review 1) same‑day invoicing %, 2) % paid ≤7 days, 3) top 3 blockers. If targets hit, roll to the next crew. If not, fix the top two blockers (e.g., missing mobile numbers, tech permission, reminder templates) and rerun the pilot next week.