How do you handle clients who promise things in chat/text but forget to log it in the actual system?
We keep running into this issue where a client agrees to a custom rate, a scope change, or a specific billing term over a quick chat thread or text message. Then, weeks later when we’re reconciling or sending the invoice, the paperwork says one thing, the bank feed says another, and the actual agreement is buried in some random chat history nobody can find easily.
It makes auditing a nightmare and causes so much back-and-forth just to figure out the intent behind a transaction.
How are you guys keeping a clean paper trail when business owners keep moving the goalposts in casual digital conversations? Do you just force them back to email, or is there a better way to capture that context?