Well my right hand guy started helping this year with estimates. He is really good at it and has a very high closing ratio(about 60% - 70%). However, he went out and landed a small mulch job. It was scheduled for last Saturday, then postponed until Monday, and then actually was completed today, because of the weather. The problem was that he never had the customer sign the proposal. That is not his fault, because I never actually told him to do it. Usually, there is time between the estimate and scheduled job for my wife (partner) to get the signed proposal and get 50% of the payment. To try and not make this to winded. Mike comes back (after proposal) and turns in proposal says that there are two different proposals one for the mulch job, and another for additional mulch work ( edging out three tree rings for two sand cherries and a pear tree). He said that he explained to the customer that it would be an additional fee and she stated that she did not wish to do that at this time. Well to bring this to a finish. Wouldn't you know the mulch job gets completed today and sure enough around 8p we get a call from the customer saying that the job looks great, but it is not complete. She stated that Mike told her that the tree and shrubs (rings) would be included. After the call I spoke to Mike and he said that she specifically said she did not want to do that work at this time, or he would have done it while they were there. I just can not stand when customers try to get over on you! My fault. I told Mike and my wife both that from this point forward that No work is to be done without a signed written proposal. That is company policy. Sorry so long. Had to vent, been having a couple of rough days.