Install Delays - Early Billing  & ETF

Internal Process Documentation: Project Management - Early Invoicing and ETF Process.xlsx - Google Sheets

Templates:

Sales to PMO Communication Templates: 

Email Template for PIQ

Communication to formalize handoff from sales to PMO as primary POC.

Sales Training for Project Management Requirements - PENDING

Project Management requirements of Site Design Team - PENDING

PMO to Customer Communicaton Templates: 

Missed 'Scheduled Date'

ETF and Early Billing - Examples of Communicaton (Softer approach)

Fixed Early Invoicing (with terms and conditions)

Fixed ETF (with terms and conditions)

Mobile Early Invoicing (with terms and conditions)

Mobile ETF (with terms and conditions)

Process for Handling Installation Delays & Contract Enforcement

Clarifying Roles & Responsibilities

• Project Managers (PMs) should not act as "contract police." Their role is to advise customers and escalate issues when necessary.

• Accounting is responsible for enforcing contract terms and can handle direct conversations related to contract terms. 

• Our role is to inform customers that if they are unable to meet commitments, we will have to escalate the situation to finance, but the goal is always to help them install

When Should We Recommend Early Termination Fees (ETF) or Early Invoicing?

• If there is an unreasonable delay of over 3 months from the originally requested install date.

• If a customer misses a committed scheduled date, 

  • If a customer misses a first commitment we need to understand the cause of the delay and document it.

  • If a customer misses a second commitment, we must set expectations that delays could have financial implications.

• We should review the need to bill for any expenses incurred as a result of excessive delays.

• Customers should proactively communicate their install date in advance.

Required Install Dates & Handling Delays

• A requested install date is a required field in PIQ for all new customers.

  • The only exception is add-ons, as there is no PIQ for those.

• We should prioritize getting everything installed as soon as possible.

  • If an add-on has an excessive delay and we are already monitoring the site, a discussion with leadership is necessary to understand the context.

  • Notes and documentation will be critical in these situations.

• Sales should not complete the PIQ on behalf of the customer, especially regarding installation dates and site details.

Exploring Alternative Solutions

Before considering an ETF or early billing, we should discuss potential solutions with the customer:

• No power at the site? → Can we add solar?

• Site location issues? → Can we relocate the equipment?

• Other roadblocks? → Are there alternative ways we can help?

• Unless there is no other solution, we should work together to create a plan moving forward.

Is It ETF or Early Invoice?

• ETF should be a last resort—we only collect 30 cents on the dollar for terminations, but enforcing the contract is still important.

• ETF only applies when a customer is unwilling to proceed with the install, and we need this in writing 100% of the time.

• Preserving the relationship is the priority. Instead of enforcing an ETF, we should work with the customer to find alternatives.

  • Option: If a customer has a valid reason for canceling, they can provide a new contract in exchange for the canceled one, and we will waive the ETF.

  • This discussion should be led by the Territory Manager (TM) when it involves new business.

  • Always introduce the TM to the customer and copy them on emails when this situation arises.

When & How to Discuss ETFs and Early Billing

• ETF and early billing should never be part of kickoff calls.

• We should not assume there will be issues before they arise.

• These conversations should only happen when a customer starts missing commitments.

• It is perfectly fine to remind customers of their responsibilities (e.g., providing internet or power), but do not lead with “ETF” or “early billing.” Instead, focus on problem-solving and finding solutions first.

This approach ensures we are proactive, customer-focused, and strategic in managing installation delays while still enforcing contractual obligations when necessary.