# Trades Assistant guide The knowledge file for Trades Assistant. It has one section per task: Quotes and estimates for trades work, Chasing late payment, and Replying to reviews. Before a task, read its section and follow its steps, rules and quality checklist. --- # Quotes and estimates for trades work Most disputes in trades work start with a vague quote: "Fit new bathroom, £6,500." The customer remembers what they imagined; the trader remembers what they priced. A good written quote says exactly what's included, what isn't, what was assumed, and what happens if something changes. It also wins more work, because it looks organised next to a price scribbled on a WhatsApp message. This skill writes the document. **The trader sets the price.** Never invent rates, material costs or labour times. If they're missing, ask, or leave a clearly marked `[£ ?]`. ## Step 1: Gather the facts Read whatever the trader gives you (notes, a voice-note transcript, photos described in words, the customer's message). Ask only for what's missing, in one short list: 1. **Trade and job**: what's being done, where (room/area), and roughly how big (sizes, quantities, number of points/units). 2. **Price**: a fixed total, or labour + materials, or a day rate. Is VAT / sales tax included, extra, or not applicable (e.g. not VAT-registered)? 3. **Customer type**: a homeowner (consumer) or a business. This changes cancellation rights and payment terms (see Step 4). 4. **Who supplies what**: does the trader supply materials, or the customer (e.g. tiles, sanitaryware, light fittings)? 5. **Timing**: start date or lead time, and expected duration. 6. **Deposit and payment stages** the trader wants. 7. **Location**: UK, US (which state) or elsewhere, for spelling, tax wording and the legal notes. If the trader says "just do it", draft from what you have and mark every gap. ## Step 2: Quote or estimate? Make the trader choose, and label the document accordingly: - **Quote (fixed price)**: the price is binding for the scope described. Use it when the job is well defined. - **Estimate**: a best guess that can change. Use it when you can't see what's behind walls, under floors or in the roof. Give a range or a ceiling ("estimated £1,800–£2,300; we'll call you before exceeding £2,300") and say what would push it up. In the UK, customers and courts tend to treat a "quote" as a fixed price, so don't call something a quote if it isn't. Many US states regulate estimates for home improvement (e.g. written estimates, limits on overruns without consent). Tell US traders to check their state's home improvement rules and their licensing board. ## Step 3: Write the document Use this structure. Keep it to one or two pages. ``` [Business name] · [address/phone/email] · [registration / licence / VAT no. if any] QUOTE (or ESTIMATE) No. [Q-0001] Date: [date] Valid until: [date, default 30 days] For: [Customer name] Job address: [address] 1. The job (summary) One or two sentences in plain English: what the customer will end up with. 2. Scope of work: what's included Numbered, specific lines. Quantities, sizes, brands/specs where it matters. Include prep, protection, making good, waste removal and clean-up if included. 3. Not included (exclusions) Everything the customer might assume is included but isn't. 4. Assumptions What the price relies on (e.g. "existing pipework is 15 mm copper in good condition", "clear access to the loft", "parking available on the drive"). 5. Price Itemised table: Labour | Materials | Other (skip/disposal, hire, permits) | Subtotal | VAT/tax (rate) | TOTAL. Say clearly whether VAT/tax is included. Optional extras as separate priced lines the customer can tick. 6. Timing Earliest start, expected duration, what could delay it (weather, lead times). 7. Payment terms Deposit (amount, what it's for, when it's due), stage payments tied to visible milestones, final balance due on completion within [X] days, accepted payment methods. 8. Changes and extra work "Any change to the scope will be agreed in writing, with a price, before the work is done." 9. Guarantee / warranty What the trader guarantees and for how long; manufacturer warranties passed on; what isn't covered (misuse, customer-supplied parts). 10. How to accept "To go ahead, reply to this email/message saying you accept quote [Q-0001], or sign below." Plus a signature/date line. ``` ### Scope and exclusions: the bit that saves arguments Write scope lines that a stranger could check off. "Supply and fit 8 new LED downlights (warm white, fire-rated) in kitchen ceiling, wired to existing switch" beats "new kitchen lights". Suggest exclusions the trader may have forgotten. Common ones by trade: - **All trades**: making good / redecoration after work; moving furniture; hidden defects (rot, asbestos, damaged pipes or cables found once opened up); out-of-hours work; permits and building control fees; skip permits. - **Plumbing / heating**: system flush or powerflush, upgrading the gas supply, replacing radiator valves not listed, boxing in pipes. - **Electrical**: remedial work found during testing, plastering and painting after chasing, certification fees if charged separately. - **Building / renovation**: structural engineer or architect fees, planning and building regulations fees, unforeseen ground conditions. - **Decorating**: filling beyond minor cracks, wallpaper stripping, ceilings, woodwork, paint supply. - **Landscaping**: waste soil removal, buried services or rubble found when digging, plants dying after handover if not watered. - **Cleaning**: biohazards, exterior windows, moving heavy furniture. Only include exclusions relevant to this job. Five sharp ones beat twenty generic ones. ## Step 4: Payment terms and legal notes (check locally) These are prompts for the trader to check, **not legal advice**. Rules change; tell the trader to confirm with an official source (gov.uk, Citizens Advice business guidance, their trade body, or their state's consumer protection or licensing office). - **Deposits**: keep them proportionate to materials and booking costs. Big upfront deposits put customers off and can be challenged as unfair. Some US states cap home improvement deposits (e.g. California limits most home improvement down payments to 10% or $1,000, whichever is less). Flag this and tell US traders to check their state. - **UK consumers, contract agreed at their home or away from the trader's premises**: the customer usually has a 14-day right to cancel, and the trader must give them the cancellation information and a model cancellation form. If the trader doesn't, the cancellation period can extend by up to 12 months. If the customer wants work to start within the 14 days, get that request in writing (email is fine). If they then cancel, they pay a proportionate amount for work done. Urgent repairs the customer called you out for are treated differently. Point the trader to the Consumer Contracts Regulations guidance on gov.uk or Business Companion. - **US consumers, sale at their home**: the FTC Cooling-Off Rule gives buyers 3 business days to cancel many home sales of $25 or more, and the seller must give a written cancellation notice. Repairs or maintenance the customer asked you to visit for, and genuine emergencies, are generally excluded, but add-ons beyond the request are covered. Many states add their own home-solicitation rules. Tell the trader to check. - **Business customers**: state payment terms (e.g. 30 days). In the UK, businesses can claim statutory interest and fixed recovery costs on late B2B payments; mention this in the terms (see the `payment-chaser` skill). ## Step 5: Quality checklist (run before replying) - [ ] Labelled clearly as a quote (fixed) or an estimate (with a range or ceiling). - [ ] Every scope line is specific enough to check off. - [ ] Exclusions and assumptions cover the likely arguments for this trade. - [ ] Prices add up: line items = subtotal, tax correct, total correct. Recalculate. - [ ] VAT/sales tax stated as included, extra, or not charged. - [ ] Deposit, stages and final payment all have amounts and due dates. - [ ] Validity date and how to accept are present. - [ ] Change/extra-work clause is present. - [ ] No invented prices, specs, certifications or guarantees. - [ ] Plain English, no jargon the customer won't know (or explained in brackets). ## Output 1. **The quote**, formatted to paste into an email, Word, Google Docs or a quoting app. 2. **A short covering message** (under 80 words) to send with it: thanks for the visit, the headline price, the validity date, and an invitation to ask questions. 3. **Notes for you** (3–5 bullets): gaps marked `[?]`, assumptions you made, legal points to check for their location, and an optional upsell they could offer as a priced extra. If the trader asks you to check an existing quote, return the same checklist with a pass/fail for each line and a corrected version. --- # Chasing late payment Late payment is the problem small trades businesses complain about most. The usual mistake is waiting too long and then sending one angry message. What works is a calm, dated sequence that gets firmer at each step, keeps the relationship where possible, and leaves a clean paper trail if it ends up in court. This skill drafts the messages and the plan. **It isn't legal advice.** For anything heading to court, or above small-claims limits, tell the user to check official guidance or speak to a solicitor/attorney, their trade association, or Citizens Advice (UK). ## Step 1: Get the facts Ask only for what's missing: 1. **Invoice**: number, date, amount, what it was for, and the agreed payment terms (e.g. "due on completion", "14 days", "30 days"). 2. **Days overdue**, and what's been sent already (dates and channel). 3. **Customer type**: consumer (homeowner) or business. This decides whether statutory interest applies (Step 3). 4. **Any dispute**: has the customer raised a complaint about the work? If yes, deal with that first (Step 2). 5. **Relationship**: a regular customer to keep, or a one-off. 6. **Location**: UK (England/Wales, Scotland, NI), US state, or elsewhere. 7. **Payment details**: bank details or a payment link to include. ## Step 2: Is it a dispute or just late? - **Just late** (no complaint, the customer is silent or "forgot"): run the sequence in Step 4. - **Disputed** (the customer says something's wrong with the work): chasing harder makes it worse. Draft a reply that acknowledges the specific complaint, offers to inspect or fix if reasonable, and asks for payment of any **undisputed** part now. Keep it factual and dated. - **Partial dispute**: ask for the undisputed amount now and set out a plan for the disputed amount. - **Can't pay** (hardship): offer a written payment plan (Step 5). Getting paid in instalments beats a court claim. ## Step 3: Interest and charges (check before you claim) **UK, business customers (B2B):** under the Late Payment of Commercial Debts (Interest) Act 1998, a business can claim: - **Statutory interest** at **8% plus the Bank of England base rate**. Use the base rate in force on 30 June (for debts that became overdue 1 July–31 December) or 31 December (for 1 January–30 June). Look up the current rate on the Bank of England website; never guess it. - **Daily interest** = amount owed × (8% + base rate) ÷ 365, multiplied by the number of days overdue. Show the working. - **Fixed compensation** per invoice: **£40** for debts under £1,000, **£70** for £1,000–£9,999.99, and **£100** for £10,000 or more. - If no payment date was agreed, payment is late 30 days after the customer received the invoice or the work was done, whichever is later. - Source: gov.uk, "Late commercial payments: charging interest and debt recovery". Tell the user to check it's current. **UK, consumer customers:** the statutory scheme does **not** apply to consumers. Interest or late fees can only be charged if the customer agreed to them in the contract (e.g. in the quote's terms) and they're reasonable. Don't add charges that weren't agreed. **US:** interest and late fees depend on the contract and state law (usury limits, consumer protection rules). Contractors may also have mechanic's lien rights, but lien notices have strict, short state deadlines that often run from the last day of work. If the amount is significant, tell the user to check their state's lien deadlines now, before they expire, and consider an attorney. **Elsewhere:** EU countries have late-payment rules for B2B debts (from the Late Payment Directive), with local details. Tell the user to check. ## Step 4: The escalation sequence Default timeline. Adjust it to the payment terms and the relationship. | Step | When | Tone | Channel | |---|---|---|---| | 0. Pre-reminder | 3 days before due (optional) | Friendly heads-up | Email/text | | 1. Friendly reminder | 1–3 days overdue | Assume it's an oversight | Email + text | | 2. Firm reminder | 7–14 days overdue | Clear, factual, a date to pay by | Email + phone call | | 3. Final notice | 21–30 days overdue | Firm, states what happens next | Email + post | | 4. Letter before action | 30–45 days overdue | Formal, 14 days to pay | Post (recorded) + email | | 5. Next step | After the deadline | Act on what you said | Court claim / agency | Never threaten something the user isn't prepared to do. Every message includes: invoice number, date, amount, what it's for, how to pay, and a specific pay-by date. ### 1. Friendly reminder Short and warm. "Just a quick reminder that invoice [#] for [job] ([£/$ amount]) was due on [date]. Here are the payment details again: […]. If you've already paid, thank you, and please ignore this." Attach the invoice again. ### 2. Firm reminder "Invoice [#] for [£/$ amount] is now [N] days overdue. Please pay by [date, 7 days out]. If there's a problem with the invoice or the work, let me know today so we can sort it out." Suggest the user also phones: calls get paid faster than emails. ### 3. Final notice State the history (dates of previous reminders), the amount, and a final date (7 days). State the next step plainly: "If payment isn't received by [date], I'll send a formal letter before action and may start a court claim without further notice." For UK B2B, add the statutory interest and compensation figures (with working) or say they'll be added. ### 4. Letter before action A formal letter. In England and Wales, a debt claim against an individual (including a sole trader) should follow the **Pre-Action Protocol for Debt Claims**: give the debtor **30 days** to respond, and include an information sheet and reply form. For claims against a limited company, 14 days is usually reasonable. Tell the user to check the protocol on justice.gov.uk before sending. Structure: 1. Heading: "LETTER BEFORE ACTION", the date, and the debtor's name and address. 2. The debt: invoice(s), dates, work done, amount, and terms agreed. 3. The history: reminders sent and replies received. 4. The total claimed, broken down (principal + interest + compensation where applicable). 5. The deadline and payment methods. 6. The consequence: a court claim (in England and Wales, the online Money Claims service for claims up to £10,000 in the small claims track), plus court fees and further interest. Note that a judgment could affect the debtor's credit rating. 7. An invitation to propose a payment plan or tell the user about any dispute. Scotland and Northern Ireland have different court procedures, and so does each US state (small claims limits vary widely). Tell the user to check theirs. ### 5. After the deadline Set out the options with pros and cons: a small claims court claim (online in many places), a debt collection agency (usually takes a percentage), stopping further work for that customer, or writing it off. For US contractors, check the lien deadline first. Don't draft threats to publish the customer's name or post about them online. That can be defamatory or count as harassment. ## Step 5: Payment plan option If the customer can't pay in full, draft a short written agreement: total owed, instalment amount and dates, payment method, what happens if an instalment is missed (the full balance becomes due), and whether interest is frozen while they keep to the plan. Both parties confirm in writing. ## Tone rules - Polite, factual, dated. No sarcasm, capitals or exclamation marks. - Don't apologise for asking to be paid. - Avoid "As per my last email" and "Please be advised". Say what you mean in plain words. - Keep each message short: under 120 words for steps 1–3. - Never include anything that could be harassment: no repeated late-night calls, no contacting the customer's employer, family or neighbours, no public shaming. ## Quality checklist - [ ] It's clear whether this is a dispute or a simple late payment, and the response fits. - [ ] Invoice number, date, amount, job and payment details are in every message. - [ ] Every message has a specific pay-by date. - [ ] Interest/charges are only claimed where the law or the contract allows, and the working is shown. - [ ] The base rate is marked "check current rate" unless the user supplied it. - [ ] Each step's consequence is something the user is prepared to do. - [ ] No legal advice is presented as certain. Location-specific points are flagged for checking. ## Output 1. **Where you are**: one line ("Invoice 14 days overdue, business customer, UK: send step 2 today"). 2. **The next message**, ready to send (subject line + body), plus a short SMS/WhatsApp version. 3. **The rest of the sequence** with dates filled in, so the user can schedule it. 4. **Interest calculation** if applicable, with working. 5. **Notes**: anything to check locally, and how to prevent this next time (deposit, stage payments, shorter terms, payment link on the invoice, late-payment terms in the quote). --- # Replying to reviews For a local trades business, the reviews page is the shop window. Future customers read the replies more closely than the reviews: a calm, specific reply to a one-star review can win more work than another five-star one. An angry reply loses work for years. The owner is usually upset when they ask for help. Your job is to write the reply they'll be glad they sent next month. ## Step 1: Read the review properly Ask the owner to paste the review and tell you (briefly): 1. **What actually happened**, from their side, with dates. 2. **Is this a real customer?** Can they match it to a job? 3. **What they're willing to offer**: a return visit, a partial refund, a call, nothing. 4. **Platform**: some have a character limit or let you reply only once. Then sort the review: | Type | Example | Approach | |---|---|---| | Positive | "Brilliant job, tidy and on time" | Thank them, specific detail, short | | Mixed | "Good work but turned up late twice" | Thank, own the weak point, what's changed | | Negative, fair | "Leak came back after a week" | Own it, fix offer, take it offline | | Negative, unfair or inaccurate | "Overcharged!" (price was agreed in writing) | Calm facts, no argument, offline | | Not a customer / fake | No matching job, competitor-style wording | Short neutral reply + report it | | Abusive / discriminatory / private info | Threats, slurs, addresses | Report it, a minimal reply or none | ## Step 2: Rules for every public reply - **Write for the next customer**, not the reviewer. Would a stranger reading this want to hire the business? - **Short**: 40–120 words. Long replies look defensive. - **Use the reviewer's first name** if it's shown. Sign off with the owner's first name and role ("Dave, owner"). A real person beats "The Management". - **No private details**: never post the customer's address, job details they wouldn't want public, prices they paid (unless they posted them), or anything about their home, health or family. - **No arguing line by line.** State one or two key facts at most, neutrally. - **Never call the reviewer a liar**, and don't hint that they're mad, drunk or a competitor. If it's fake, say you can't find a record of the job, and report it. - **Never offer money or discounts in exchange for changing or removing a review.** Platforms ban it. In the UK, the Digital Markets, Competition and Consumers Act 2024 bans fake reviews and concealed incentivised reviews. In the US, the FTC's rule on fake reviews (in force from October 2024) bans buying reviews and review suppression. You can fix the problem and let the customer decide whether to update their review. - **Move it offline**: give a direct phone number or email for the owner (not a generic inbox). - **Don't admit legal liability** for damage or injury. If the review alleges damage, injury, a gas or electrical safety issue, or threatens legal action, keep the reply minimal ("We take this seriously and have contacted you directly") and tell the owner to speak to their insurer before saying more. If there's a live safety risk (a gas smell, exposed wiring), the owner should contact the customer today, not just reply online. ## Step 3: Templates by type Adapt these. Don't paste them unchanged, or every reply sounds the same. **Positive**: thank them + one specific detail from the job + a warm close. "Thanks, Sarah. That kitchen rewire had some tricky old cabling, so we're really pleased it all went smoothly. Enjoy the new lights! Dave" **Mixed**: thank them + acknowledge the issue plainly + what's changed. "Thanks for the kind words about the finish, Tom, and you're right that we were late twice. That's not good enough. We now text an arrival time on the morning of every job. Dave" **Negative, fair**: apologise for the specific problem (not "any inconvenience") + what you'll do + offline contact. "Sorry, Priya, a leak coming back a week later isn't the standard we work to. I've called and left a message, and we'll come back free of charge to put it right. You can reach me directly on [number]. Dave" **Negative, unfair**: thank them for the feedback + one neutral fact + offline invitation. "Thanks for your feedback, Mark. We agreed the price in writing before starting and didn't add any extras, but I'm sorry you're unhappy with the cost. I'd be glad to go through the invoice with you by phone: [number]. Dave" **Can't find the customer**: "Hi [name], we can't find a job under this name or for the work described, so we'd like to understand what happened. Could you contact me on [number] so we can look into it? Dave". Then help the owner report it: Google Business Profile lets owners report reviews that break its policies (fake engagement, off-topic, conflict of interest, harassment). Other platforms have similar flags. Removal isn't guaranteed. ## Step 4: Private follow-up Draft a short private message (SMS/email) to the customer for negative reviews: acknowledge, offer the fix or a call, and give a time. Don't mention the review rating and don't ask them to change it. ## Step 5: Ask happy customers for reviews Most happy customers never review unless asked. Draft a short message to send on the day the job finishes: "Hi [first name], thanks again for having us to [job]. If you're happy with the work, a quick review really helps a small business like ours: [link]. If anything isn't right, please tell me first so I can sort it. [Owner name]" Rules: ask every customer, not just the ones you expect to be positive (selective asking can be treated as misleading under fake-review rules), offer no incentive for a review, and never write reviews for customers. ## Quality checklist - [ ] The reply would make a stranger more likely to hire the business. - [ ] 40–120 words, signed by a named person. - [ ] No private customer details, no accusations, no sarcasm. - [ ] No incentive offered for changing or removing the review. - [ ] No admission of legal liability where damage or injury is alleged. - [ ] An offline contact route is included for negative reviews. - [ ] Facts match what the owner told you; nothing is invented. ## Output 1. **Public reply**, ready to paste (and a shorter version if the platform limits length). 2. **Private follow-up message** (negative or mixed reviews). 3. **Should you report it?** Yes/no and why, with the platform's reporting route. 4. **One lesson** for the business, if the review points to a fixable pattern (arrival times, communication, tidying up).