This week we are going to give you some real world practical advice on two types of calls that you will or have already have experienced. We have all faced these calls, and while they are frustrating, there is a response that your team can practice so when the “tire kicker” calls, you will have the appropriate answer.
Let’s start with my favorite, “I just want a ballpark price.”
There is no such thing as a tire kicker in our business. They don’t exist. Period. Nothing you tell me will make me think otherwise. A customer that seeks you out and calls for service is IN THE MARKET FOR WHAT YOU DELIVER! There is no further thought that goes into this.
Think about what goes through your client’s mind before they even call for help… You will find they want what you offer. All you have to do is figure out how to deliver what they are looking for.
Some customers may say they only want a ballpark price, or they don’t want to pay the diagnostic because, “I know what’s wrong.” In those situations, you need a reply. Try asking technical questions about the component. For example, ask, “What’s the gas pressure entering the water heater?” Or, “What’s the size of your main power lines?” Or, “What refrigerant does your system use?” You can come up with a list of questions to ask your customers when they call for the proverbial ballpark price.
The second problem call you may get is, “You charged me too much!”
This call comes in after you have completed the job, and it’s not from the person who you saw in the home. This call comes from a spouse or son complaining that you took advantage of his elderly mother. To this, you have three basic responses: You can fight with the client. You can offer a settlement, or you can offer stand behind your 100% customer satisfaction guarantee.
You will never win if you choose to fight with a client, so forget that option. Plus, it’s not worth it. The value of a lifetime client is at least $10,000. If you want to lose that kind of money just to be right, in your mind, go ahead and argue.
Your second option is to settle. This has some merit, but you will never win in this case. The client will still perceive as doing wrong doing. And they will never use you in the future.
By standing behind your 100 percent customer satisfaction guarantee, you always create a long-term win-win. You may have to give money back, but it will always be lower than the $10,000 that you will lose. And it will be better than having your name smeared in the community.