We struggle to have our frontline people conduct a “proof-of-performance” closeout procedure effectively because every client is different and the systems we provide are unique. Do you have any suggestions on how to be more systematic to avoid the risk of not meeting expectations and delaying final payment?
Yes! For one, include an explanation of the process and closeout procedures you use in the proposal or contract with the end-user upfront. Try not to use generic language that opens you up to subjective interpretation. Use industry closeout procedures and best practices; provide a timeline that maps out when the owner representative needs to be there to sign off.