Billing: An Opportunity for Positive Client Communication

Nice job Paul!  I'm lobbying for electronic billing right now.

Amen, Amen, Amen! 

I have used Practice Master/Tabs 3 for many, many years now and have done this type of detailed billing statements which Mr. Osburn is suggesting as a best practice. 

I call these Statements of Professional Services.  Tabs 3 allows me to e-mail the statements to clients directly and allows the client to make payments on-line.  Also, with Tabs 3 I can sent pepetual statements to clients which shows their billing and payment history from beginning to end.  In cases which can span a couple of years (like family law matters), I believe pepetual statements are useful for clients so they can see where they started, all their costs and progress over time.  In my experience that cuts down on questions regarding why things are "taking so long and costing so much."    

Also, I do not wait for a 30-day turn around for billing and payments.   My contract/retainer agreement, requests notice of any concerns with the statement within 5 days of receipt and payments within 7 days.  I also e-mail bills it there has been intense activity on a matter and to show clients what remains in their client fund accounts.  This helps clients better manage expectations around budget for a matter.  I am happy to say that I rarely (maybe once or twice over the past 15) have had a client question an entry on my Statement of Professional Services. 

Thank you, Mr. Osburn for this very important best pratices tip.