ECN Forum Forums General Topics of the Trade Business Related Discussion Phone Answering Technique

I'm getting pretty firm with people about not doing free estimates because of the expense in time & vehicle in doing them. The problem is I'm pretty short about not doing them rather than explaining my position & selling my benefits. I could give a rebate on the trip charge if they have me do the installation.

Any suggestions about proper phone answering technique?

Thanks
Dave

http://www.hvacprofitboosters.com/Tips/tips.html. look at all of these articles. You'll find them extremely beneficial. The one about four column pricing goes into detail on how to set your rates depending on if you waive the dispatch fee once the work is approved or authorized.
As to answering the phone and explaning your posistion, we keep a list of thirty reasons why someone should buy from us next to the phones. You have to overcome objections over the phone just as you do at the customers house.

Thanks for the link wilkie. There are some great tips in there. I'd love to see that list you keep by the phone. I promise I'll never commute to South Carolina to compete with you.

Dave

Busy week with a home show, lost a tech, and phone ringing off the hook. I'll email it to you shortly. Remind me if I forget.