Are You Selling On Price, Service, Or Quality? - Page 2 - General Discussion - Contractor Talk

Are You Selling On Price, Service, Or Quality?

 
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Old 05-21-2009, 04:40 PM   #21
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Re: Are You Selling On Price, Service, Or Quality?


IMO service is about how you interact with the client and stand behind your work. It starts with the first phone call and never ends. It is everything you do before, during and after the sale. It does include being on time, clean worksite, honoring HO concerns, being respectful and taking care of callbacks. For us it also includes periodic phone calls and visits, sometimes honoring warranties after they expire and occasional freebies. As some like to say, promise less and deliver more.

Your competition may have better trade skills at a lower price. But if they have a reputation for poor service it doesn't mean a thing to many of the customers. For example, we use Atrium windows on most of our replacement jobs. I know I can buy a better window and can buy a less expensive window. But I also know that if something goes wrong they will stand behind the sale. I've been left feeling deserted before with better and less expensive in the past.

Coincidentally good customer service generates repeat and referral business.

Good Luck
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Old 05-21-2009, 05:16 PM   #22
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Re: Are You Selling On Price, Service, Or Quality?


Quote:
Originally Posted by macbuz View Post
Kind of curious about what is meant by 'service'.

1. Being on time, keeping a job site clean, honoring HO concerns, being respectful, ......... or

2. taking care of the call backs? ...... or

something else.

1 should be a given. I don't receive 2. I don't get an option to 'service' in that respect. This is not 'entirely' true but it is extremely rare.

I am curious what is meant by 'service' honestly.

All of thee above my good man plus more...

People want to feel that they are the most important to you when they hire you. It don't cost you a thing to return phone calls in a timely fashion when they call you. They are spending their hard earned money and they chose you.

Find out what they want and how they want it--by listening to them carefully. Undivided attention. Then this will give you the necessary tools to address each personality type. Here is a great thread on the different types: http://www.contractortalk.com/f12/dr...r-sales-58240/

Once you can push their comfort buttons they will become a long term client--as long as you do nothing to disrupt this level established.

Now sometimes and again things you can't control take over and the client can be lost forever.

Excellent Customer Service applied to my biz works- maybe better than other segments of our industry because most of my clients are return clients and referrals-- which hire us for a bunch of small jobs...
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Old 05-22-2009, 10:16 AM   #23
 
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Re: Are You Selling On Price, Service, Or Quality?


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Originally Posted by davitk View Post
You don't provide a one year, before-the-warranty-expires, job check?.
No - actually I don't. I develop a relationship with my customers and there's an understanding that if they ever have a problem with my work ... they need to call me. This is exclusive of manufacturers warrantees/guarantees such as for roofing.

I don't receive call backs except for more work. Honestly, have had a handful of call backs in 20 years, 1 in the last 5 years.
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Old 05-22-2009, 10:27 AM   #24
 
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Re: Are You Selling On Price, Service, Or Quality?


Quote:
Originally Posted by Darwin View Post

All of thee above my good man plus more...

People want to feel that they are the most important to you when they hire you. It don't cost you a thing to return phone calls in a timely fashion when they call you. They are spending their hard earned money and they chose you.

Find out what they want and how they want it--by listening to them carefully. Undivided attention. Then this will give you the necessary tools to address each personality type. Here is a great thread on the different types: http://www.contractortalk.com/f12/dr...r-sales-58240/

Once you can push their comfort buttons they will become a long term client--as long as you do nothing to disrupt this level established.

Now sometimes and again things you can't control take over and the client can be lost forever.

Excellent Customer Service applied to my biz works- maybe better than other segments of our industry because most of my clients are return clients and referrals-- which hire us for a bunch of small jobs...
This is contracting 101, maybe 201 or 301, I mean 'returning phone calls in a timely fashion' ???? really?, someone needs to be told to do that in order to develop a good business?

I haven't done this for close to 30 years by not returning calls. LOL

edited punctuation
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Old 05-22-2009, 03:55 PM   #25
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Re: Are You Selling On Price, Service, Or Quality?


Quote:
Originally Posted by macbuz View Post
This is contracting 101, maybe 201 or 301, I mean 'returning phone calls in a timely fashion' ???? really?, someone needs to be told to do that in order to develop a good business?

I haven't done this for close to 30 years by not returning calls. LOL

edited punctuation
For you, myself, Darwin and many others on this forum it is just as easy as it sounds. It always amazes me how many people that I talk to where this scenario never develops. Contractors in general seem to enjoy the reputation of not returning phone calls, showing up late if at all and many other things that are just plain courteous and good service. At least in my neck of the woods.

The most important lessons in life are learned in kindergarten. Say please and thank you, play nice with everyone and take naps when necessary.

Good Luck
Dave
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Old 06-06-2009, 03:14 AM   #26
 
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Re: Are You Selling On Price, Service, Or Quality?


I sell to their needs with quality! Give them options to entice, even if its a small job.

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