Glossary

The process of reminding customers about overdue payments.

The company that legally sells to the customer and handles tax, payments and receipts.

The document confirming work meets the required safety standard.

The unique number that identifies a mobile phone or cellular device.

The unique 17-character code that identifies a specific vehicle.

Australian and New Zealand shorthand for a vehicle’s registration.

The share of jobs completed on the first visit, without a return trip.

A return visit to fix or finish work that should have been right the first time.

A customer who does not turn up for a booked appointment, without telling you.

Assigning jobs to the right person at the right time, and getting them there.

Servicing equipment on a schedule to stop faults before they happen.

An arrangement to do recurring work, such as regular maintenance, on a schedule.

Payment in stages as a larger job reaches agreed milestones.

Part of the price paid up front, usually to secure a booking or cover materials.

A tax on most goods and services, charged by registered businesses in the UK, Ireland and Europe.

A tax on most goods and services, charged by registered businesses in Australia and New Zealand.

An invoice that carries the details a tax authority requires for the customer to claim tax back.

An informed guess at what work will cost, before the full scope is known.

A priced offer to do specific work, which the customer can accept or decline.

The sheet a technician works from: the job, the customer, and space to record what was done.

The record of one piece of work: what is being done, for whom, where, and its progress.