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 our favorite, “I just want a ballpark price.”
There is no such thing as a tire-kicker in our businesses. 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 clients’ minds 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 these situations, you need a reply. Try asking technical questions about a component. You can come up with a list of questions to ask your customers when they call for the proverbial ballpark price.
Ultimately, you’ll want to communicate to the homeowner that it’s simply not fair to them for you to give a price without seeing the extent of the repair. You would hate to tell them it’s a $200 repair after you do a complete diagnostic and find that they actually have $800 worth of repairs needed to truly solve the problem.
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 some basic responses: You can argue with the client, you can stand behind your 100% customer-satisfaction guarantee, or you can offer a settlement.
You will never win if you choose to argue 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.
You can choose to settle. However, you will never win in this case and the client will always perceive some wrong doing—and they will never use you in the future.
Your best option is to ask the client, “What will make you happy?” and stand behind your 100 percent customer-satisfaction guarantee. By doing both of these, you will most often create a long-term, win-win client/contractor relationship. 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.