Loading…
1
A customer's comment about her dryer made me second guess my whole approach
Last Thursday I was replacing a heating element in a 12 year old dryer and the lady says "my last repair guy always fixed the squeak too, why don't you?" I told her the squeak was separate and quoted another $80 for the drum rollers, she got quiet and I felt like a jerk for not just doing it under the same service call. It got me thinking about how we break down repairs into line items versus what the customer actually expects from a single visit... how do you all handle bundled fixes when you spot a second issue?
1 comments
Log in to join the discussion
Log In1 Comment
phoenix_singh4d ago
Been there man and it stings. I once swapped a belt and the guy asked why I didnt lube the idler while I was already in there, and I had to stand there saying its a whole separate thing when honestly it wouldve taken me four minutes. The hard part is you KNOW they just want the machine quiet and done, not a menu of line items. What helped me was building a little "while I'm here" cushion into my price so I can knock out small stuff like rollers or a squeak without asking for another check. Big jobs still get quoted, but the nickel and dime stuff I just eat and people remember it. You're not a jerk, you're just running a business and that line gets blurry.
0