| Company | Owner | Plan | Start Date | Open Inv. | AR Balance | Status |
|---|
| Job | Client | Type | Amount | Due Date | Status | Tasks |
|---|
| Invoice # | Client | Description | Amount | Invoice Date | Due Date | Status |
|---|
| Name | Company | Phone | Source | Lost On | Last Note |
|---|
| Client | Invoice # | Amount | Invoice Date | Days Out | Last Contact | Next Action | Status |
|---|
| Date | Client | Description | Category | Type | Amount |
|---|
• Collections follow-up starts Day 5
• Weekly AR report every Friday
• Overflow pricing at Scale plan rate
| Task | Related To | Assigned | Due | Priority | Reassign |
|---|
This playbook is your training manual. Read every section. By the time you finish, you will know exactly what to do, when, and why. If you are unsure about something, the answer is here.
Understand What BOS Does
BOS runs the back office for roofing contractors. Our clients are owners who are great at roofing and bad at paperwork. We handle bookkeeping, billing, job tracking, and collections. Every action you take directly affects a contractor cash flow.
Your Three Non-Negotiables
1. Same-day invoicing — every completed job gets an invoice the same day.
2. Collections follow-up — any invoice 7+ days unpaid gets contact. Log every attempt.
3. Weekly reconciliation — every Friday, books are reconciled for all clients.
Communication Standards
Return calls same day. Reply to emails within 4 hours. Never say "I don't know" — say "Let me find out and get back to you within the hour." Then do it.
Escalation Protocol
Escalate to your supervisor when: any invoice is 30+ days overdue, a client is unresponsive for 5+ business days, a bookkeeping discrepancy over $500 cannot be reconciled, or a client expresses serious dissatisfaction.
A Lead Comes In
Log them immediately in the Leads tab. Fill in: name, company, phone, email, source, and situation. Incomplete records are useless records.
First Contact — Within 24 Hours
Call or email within 24 hours. During storm season, within 4 hours. Goal: book the free audit call. Say: "We do a free 30-minute audit to show you exactly where your back office is exposed. Are you free Tuesday or Wednesday?"
The Audit Call — 4 Questions
1. Do you know your actual margin on your last 5 jobs — not a guess, the real number?
2. How long does it take for an invoice to go out after a job finishes?
3. Do you have invoices sitting unpaid that you have not followed up on?
4. If your current admin quit tomorrow, what would break first?
After the Audit
Proposal within 2 hours. Follow up in 48 hours. Call directly at 5 days. After 2 weeks no response, mark cold and set a 30-day follow-up.
Contract Signed — First 24 Hours
Move the lead to Clients. Complete every field in the client record. Send a welcome email within 2 hours. Open their client panel and work through the Onboarding tab — it has a 9-step timeline from Day 1 to Day 30 that tracks your progress automatically based on their start date.
What You Need From Them (48 hrs)
Accounting software access, standard invoice template, list of current open jobs and outstanding invoices, client billing info, and billing cycle preferences. Log every document received in the Docs tab — check the box only when you have confirmed receipt, not when you have asked for it.
Set Up Their Recurring Tasks
Open the Recurring tab in their client panel. Add their weekly report task, their Day 7 invoice follow-up, and any client-specific recurring work. The system will auto-create reminders on the correct schedule. Do this during Day 1-3 setup, not after the first week.
Day 5 and Day 30 Check-Ins
Day 5: "Is everything moving smoothly? Any jobs completing this week?" Day 30: full review of AR progress, collections results, and satisfaction. Log both calls in the Comms tab with sentiment. A positive Day 30 call is the signal to start the Growth plan upgrade conversation if they are on Starter.
The Standard
Every completed job gets an invoice the same day it is marked complete. No exceptions.
Pre-Send Checklist
Correct client name and address. Job description matches what was done. Amount matches estimate or approved change order. Invoice number assigned sequentially. Due date set. Payment instructions included. Logged in Jobs tab as Invoiced.
Insurance Jobs
Confirm adjuster approved scope before invoicing. Match line items to approved insurance estimate exactly. Note claim number on invoice. Set a 7-day follow-up reminder.
The Timeline
Day 1-7: Invoice sent. Monitor.
Day 7: Friendly follow-up email.
Day 14: Phone call. Direct but professional.
Day 21: Second call and email.
Day 30: Escalate. Formal notice goes out.
How To Make the Call
"Hi [Name], this is [Your Name] from Business Office Systems on behalf of [Client Company]. Following up on invoice [XX] for [amount] from [date]. Wanted to make sure it landed okay and check if anything is needed on your end to process payment."
Log Everything
Every contact attempt must be logged in the Comms tab: date, method, who you spoke with or voicemail, and any response. An undocumented call did not happen.
Weekly Rhythm — Every Friday
Reconcile all client accounts. Review all open invoices. Flag anything overdue. Update collections queue. Prepare weekly summary report for each client.
Categorizing Transactions
Revenue, Materials, Labor, Equipment, Overhead, Other. When in doubt about a category, flag it — do not guess. Miscategorized transactions give clients wrong margin data.
Discrepancies
If a number does not reconcile, do not move on. Trace it back. Discrepancies over $500 must be escalated same day.
Storm season changes the tempo. Volume triples. Timelines compress. These rules override normal cadence during any active storm period.
Same-Day Invoicing — No Exceptions
If a job finishes at 6pm, the invoice goes out at 6:30pm. Insurance timelines are tight and clients cannot afford delays.
Collections Acceleration
Follow-up starts at Day 5 instead of Day 7. Insurance jobs get a Day 3 check-in to confirm the invoice reached the adjuster. Every open invoice over $5,000 gets a weekly status check.
Volume Management
Do a daily status sweep of all in-progress jobs — any job that finished yesterday without an invoice is a priority task today. Ask clients to text you when a crew finishes a job.
Everything you need to do your job is in this system. This guide walks through each section so you know exactly where to go and what to do.
Dashboard — Your Starting Point Every Day
Open the Dashboard first every morning. Check Due Today reminders and action each one before moving on. Review the Overdue Collections table — anything in red needs a call or email today. Check the Daily Checklist and work through it in order.
Clients — The Master Record
Every active client has a full dashboard inside the Clients tab. Click any client row to open their slideover panel. This is where you do all per-client work. The panel has 11 tabs: Overview, Jobs, Collections, Bookkeeping, Reminders, KPIs, Comms, Docs, Recurring, Onboarding, and Info.
The Comms Tab — Log Everything
Every call, email, text, and meeting with a client or their customers gets logged here immediately. Select type, sentiment (positive/neutral/negative), who you spoke with, and what was said. This is your protection if a client ever disputes something. It is also how the next person picks up where you left off if you are out.
The KPIs Tab — Your Margin Tracker
Log your hours per client in the KPI tab after every work session. This drives the profitability calculator — it shows whether a client is profitable at their current plan or whether they need to be upgraded. Check the action banner at the bottom. If it says something, act on it that day.
AR Aging — Morning Dashboard
Open the AR Aging report every morning before you start collections work. It shows all open invoices across every client sorted by age. The red column is your priority — anything 21+ days needs contact today. Click any row to open that client's panel directly.
Storm Watch — Active Monitoring
When storm season is active, check the Storm Watch tab daily. It pulls live data from NOAA's Storm Prediction Center. If any of your clients are in a risk zone, the tab will show a badge in the sidebar. Use the quick actions to activate storm mode for at-risk clients and set follow-up reminders. Note: the live data feed requires an internet connection and may not work from a local file — visit spc.noaa.gov directly if the feed is unavailable.
Docs Tab — Never Assume a Document Exists
Every new client should have all 8 required documents checked off within the first week. If a box is unchecked, that document does not exist in your system — even if you think it was sent. Check it only when you have confirmed receipt.
Converting a Starter client to Growth adds $700/mo with zero new client acquisition. Recognizing churn risk early prevents losing $800-$1,500/mo. Both require watching the right signals.
When to Have the Upgrade Conversation
Check the KPI tab for any client where hours logged are above 90% of plan target. Check the account overview card — "Upgrade candidate: Watch" means it is time. The right moment is during a scheduled check-in call, not as a surprise. Frame it around their growth, not your capacity.
How to Position the Upgrade
Never say "we are running out of hours." Say: "Your business has grown and so has the back-office work. The Growth plan gives us the capacity to keep doing everything you rely on us for — plus adds bookkeeping and full job tracking, which you are going to need as you scale."
Churn Warning Signs — Act Immediately
Watch for these in the KPI risk panel and Comms log: two consecutive neutral or negative sentiment logs, client response time slowing down, invoices not coming through on time from their end, or a client asking questions about what they are paying for. Any one of these is a flag. Two is a crisis.
The Churn Recovery Call
Call within 24 hours of spotting the signal. Start with: "I wanted to check in personally and make sure we are delivering everything you need." Listen more than you talk. Ask: "Is there anything we could be doing better or differently?" Whatever they say — write it down, fix it within 48 hours, and follow up to confirm it is resolved.
Storm Season Upgrade — Scale Plan
During storm season, Starter and Growth clients whose volume is spiking should be offered the Scale overflow add-on at $500-800/mo. Frame it as: "Storm season is when the back office gets hit hardest — I want to make sure we have extra capacity dedicated to you during this window so nothing slips." Pre-sell this before the season hits, not after.