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Just realized I was handling customer calls all wrong after a chat with a retired tech
I was on a job in Tempe last month and met a guy who used to run his own shop for 30 years. He told me, 'You're giving them too many options too fast, it just confuses them.' I used to list every possible part and labor cost upfront. Now, I just ask what they heard or saw, give them the one most likely fix and price first, and only get into the 'what ifs' if they ask. My callbacks for estimates have gone way down. Has anyone else found a better way to talk price at the first call?
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spencer_chen67mo ago
My old boss in Chandler drilled that into us, said offering three prices just makes people pick the middle one without understanding it. He made us practice giving the single best option with a clear reason why. It turns the call from a confusing menu into a simple yes or no, and you can always explain the other stuff later if they seem unsure.
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logan_owens147mo ago
That retired tech in Tempe is spot on. I used to lose people by talking through every single scenario before they even knew what was wrong. Keeping it simple on the first call just works better.
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