This letter / 01
Margins begin with the work we promise
A transaction price cannot explain a service business until directors know which transactions qualify, which work remains and how a change will be resolved.
A service proposal often reaches a board with a price, a volume and a margin. Those three figures appear to describe a complete commercial proposition. In practice, the most consequential part may be a sentence elsewhere in the contract defining the unit that can be billed. An account can exist in an operating system without qualifying for a fee. A document can be received without being accepted as complete. If the financial model uses a broader population than the contract, the apparent margin is partly an interpretation that the customer has never agreed to purchase.
