Advice On Follow Up

HandyHails

Hi guys. I'm hoping to get some solid advice on how to follow up w/ potential customers who haven't gotten back to you several days after an estimate is given.

I don't want to come across as pushy or desperate. I DO want to show them that their job is important to me and I would like to do it for them. I'm a handyman. Fully insured and good at what I do. I don't bid jobs that are out of my realm of expertise and I usually won't give estimates over $300 over the phone or email.

I started out on my own only about 6 months ago. I'm looking to see how you old pros handle this.

Thanks,

Josh

Chris Johnson

Well, I'm not that old to start with...

A simple follow up phone call with something along the lines of...

Just wanted to follow up, see if you had any questions about my proposal and if I can schedule it in to start.

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Chris

macatawacab

just bite the bullet, call them and ask them where you stand?

"I would like to do the work for you and I have a morning open on Tuesday or Thursday afternoon is available. Which would work better for you?" Then shut up. The first person to speak loses. (old sales stuff)

rbsremodeling

Try to set a follow up day and time to call before you leave. Let them know you will follow with a call regardless if they choose you or not to get feedback, but hopefully to be told that you were awarded the project

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HandyHails

I like that! That makes a lot of sense. Thanks.

PMI

I agree with RBS. You should set expectations before even leaving the customer. Nothing negative will come from it, and in fact, the prospect will probably see you as more professional. Just do not forget to put on your appointment calendar to call the person as planned. Last thing you want to do is call later since that will imply that you will be this way after you get the job.

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KentWhitten

The first part was good, the second part is bad. No one should lose in any sales transaction. If you don't have what they need, they won't buy. Or they'll regret buying.

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HandyHails

Yeah it sounds good. I'm good at keeping appointments and such. If I say I'll call at such and such a date, I do. Better to not make the promise than make one and not keep it for sure.

Home Services

If you do a "follow-up" call, be aware that some prospects will let you "chase your tail" forever. They do not value your time as you do.

If you hear things like "we still haven't made up our mind" or "we are still waiting on another estimate" could actually mean - we've decided on someone else, but don't want to tell you that!

This is obviously not true in every case. The trick is eliminating the time wasters & tire kickers.

I actually did an estimate once & the homeowner admitted that he had no intention of hiring the job out, but just wanted to know how to do the project so he could do it himself... Needless to say, I didn't give him the info he wanted... on my dime.

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BusyOne

I'm not sure how practical this is, but if you are giving free estimates why not have a 'Potential Customer Agreement.'

The agreement could say something along the lines of

"As a courtesy, we are happy to provide free estimates to potential clients within 'x' miles of our office. Please understand, we will give you as much time as you need so that we may provide you with a price and give you a fair estimate.

In return, we ask that you (the potential customer) agree to give us honest feedback. We realize that sometimes a project is over budget or you may even decide another contractor better meets the demands of your project. Regardless of the reason you choose not to proceed, we would very much appreciate your feedback so we can use the information to better serve our customers in the future."

Have the customer sign. If they are willing to sign, most likely they are willing to live up to the moral obligation to follow through.

People pleasers cannot tell you no, they will just ignore you until you go away. If only they realized you just want an answer so you can move on. My old boss use to say "No is an answer."

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rbsremodeling

I like this. This is a really good idea

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silvertree

I agree with RB, although I wonder if they will be honest.
Here in the Midwest people are so politically correct an honest answer would be a lie so they don't hurt your feelings.
But I think its worth trying.

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skyhook

Come prepared with tape measure, pens, pencils, notebook, receipt book, calculator, etc. If you write fast, give them a professional looking, written estimate and always ask for the job. It breaks the ice with new customers. What do you have to lose?

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Cole

I also think it is a good idea, you have got me brainstorming.

I don't offer free estimates, but for small jobs I can quote and get the spec at the time of seeing, it would be nice to have them sign this.

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curapa

I will implement this soon, I believe I will add a contact page to my website that is specifically for this to make it easier for the people that have gone with another contractor or that are to shy to call.

BusyOne, do you mind if I use some of your wording? I may not need to once I start writing my own but just in case.

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BusyOne

Feel free to copy any of it. We are primarily in service, so we don't use anything like it. I wrote it off the top of my head, so the words are my own to give away.

It has been our experience that most people are good and honest. I believe customers just forget that 'Free' is really just free to them. As contractors, we pay for it. Sometimes a gentle reminder of that fact needs to be stated. Most customers get it, the ones that don't are takers and you really don't want them as your customer.

If a potential customer is not reasonable, they won't develop that character trait once the job is underway. Sometimes the best job is the one you didn't get.

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HandyHails

BusyOne--The way you worded this is nothing less than spectacular. It opens the door for open dialog and a way to see into your customers head without the fear of upsetting you. After the initial consultation, I would read that to the customer, and explain to them the reason for it: i.e.- I'm always looking for a way to better my business practices and your honest feedback will help me to improve my company.

Have them sign it and off you go to figure out your proposal. Fantastic!!

Kevin75

I recently had a lady who wanted to redo her kitchen. I worked up not one, but TWO three-dimensional designs. These are not the tacky "stick-figure" 3D designs that you get at the box stores, they were nearly photo-realistic including the exact tile, counter, flooring, etc that she'd picked out. I spent many hours meeting with her, helping her with the design, etc.

Then she started with what I'll call "line item nit-picking". I don't have line items in my quotes...other than the bottom line, but she was one of the clients that wanted to know where every nickel was going. So, since I wouldn't give her a line item breakdown, she started saying "what if I do this, but skip that step?" Clever lady.

After reworking the quote about 3 times, she'd say something like "When you removed flooring from the quote, it saved $2000, which works out to $X.XX/SF. That's 25 cents/SF more than another guy." I wanted to say "Doesn't the fact that I met with you several times to help you pick out the flooring, etc. that you wanted, and sat with you to create 2 designs result in any friggin' sense of loyalty? I can't believe you're arguing about 25 cents/SF!!!!!" I did not say that; I bit my tongue instead.

Anyway, that story taught me quite a bit about not getting sucked into doing too much design and consultation work on the front end without getting paid. She asked me a fourth time for a reworked estimate (including this, excluding that) and I bluntly (perhaps too bluntly) told her that I'd spent many hours working on her project with nothing to show for it, and that I'd need a financial commitment before I could justify any further investment of time. I've not heard from her since.

I no longer hand out my designs before I have a signed contract. I'll show them a picture on my computer, but they don't get a copy. I no longer meet with clients to pick materials before I have a signed contract. Instead I use allowances and figure out the details later. I now tell people that I probably won't be the cheapest contractor, so if that's what they're looking for they probably should choose someone else. Etc, etc, etc.

I guess I should have seen this coming sooner, but sometimes I'm a slow learner.

Kevin

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BusyOne

Kevin - I really feel for you. I had this happen to me once. My very first bathroom remodel estimate (two bathrooms in one condo) - I really wanted to make a good impression so I went to three different suppliers, picked out paint, flooring, cabinetry, faucets etc. The whole nine yards. Did a ton of behind the scenes shopping to save this potential customer money. The customer loved everything I picked out. Said he would get back to us. He calls the next day and starts asking how much for this and that. The price was already phenominal and there is no way I was going to provide line by line details to save $10.00 here or there. It would have cost more in my time than it would have saved him.

Now if someone wants a bathroom remodel, it is a budget price with standard fixtures. If the budget is in line and they sign a contract, we move forward and they can shop until their heart is content. Our supplier shows them the price difference from the budget to what they select.

My second remodel, I charged $250.00 for my time and offered to credit it back if they used us for the work. They got the work done!

Consider it a lesson learned and move on.

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carolinahandyma

Josh

I typically wait 5-7 days to pass and simply call (sometimes email) them and tell them that I wanted to follow-up with them and ask them if they have already chosen someone for their project. Nearly all are happy I took the time to follow-up with them. Many times they got busy and just plain forgot. I probably get the project 1 out of every 4 times I do this. So I think well worth the effort.
Regards,
Chuck





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