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Customer Objections

 
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Old 01-19-2012, 06:46 PM   #1
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Customer Objections


Hey gang, new here but wanted to get your feedback on what we could do/homeowner reasons for not scheduling.<br>We have been running google ads for $19 service fee with repair or service fee waived with repair.&nbsp; Its gotten us some calls but the vast majority do not end up scheduling.&nbsp; As soon as we explain (although I am not sure how much more clear with repair could have been tbw) that they are responsible for the normal service fee if they decline the repair we get the typical let me call around or let me talk to my spouse stuff.<img smilieid="51" class="inlineimg" src="http://www.hvacsite.com/images/smilies/furious.gif" border="0"><br>Any ideas as to what the mind set is?&nbsp; I suspect that its people wanting a cheap diagnosis so they can diy the problem.<br>What has worked well for you in the past?<br>

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Old 01-19-2012, 08:46 PM   #2
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Re: Customer Objections


Quote:
Originally Posted by dallasac View Post
Hey gang, new here but wanted to get your feedback on what we could do/homeowner reasons for not scheduling.<br>We have been running google ads for $19 service fee with repair or service fee waived with repair.&nbsp; Its gotten us some calls but the vast majority do not end up scheduling.&nbsp; As soon as we explain (although I am not sure how much more clear with repair could have been tbw) that they are responsible for the normal service fee if they decline the repair we get the typical let me call around or let me talk to my spouse stuff.<img smilieid="51" class="inlineimg" src="http://www.hvacsite.com/images/smilies/furious.gif" border="0"><br>Any ideas as to what the mind set is?&nbsp; I suspect that its people wanting a cheap diagnosis so they can diy the problem.<br>What has worked well for you in the past?<br>
Honesty always works. Simply offer reasonable, believable rates...no gimmicks. Tell customers up front how much you'd charge for an inpection/service call.

Put yourself in the customer's shoes..............If a service company tells you that there is no charge or a very small fee for a service call it wouldn't take you long to figure out that there is a string attached. The contractor has to make money and they can't at such a low price. While many fall for this...it is an instant turn off to those that figure it out.

On the other hand...if the contractor explains to you that there is a 1 or 2 hour minimum charge (most problems should be found in the first hour) and that you will be then informed as to what the problem is for approval. You are going to tend to lean that way b/c it is a genuine offer of services. Be as open and as up front with the customer as you can be.

Last edited by user2561; 01-19-2012 at 08:52 PM.
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Old 01-19-2012, 11:28 PM   #3
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Re: Customer Objections


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Originally Posted by dallasac View Post
<br> &nbsp; .&nbsp;

<img smilieid="51" class="inlineimg"src="http://www.hvacsite.com/images/smilies/furious.gif" border="0">

<br>&nbsp;

<br><br>

Maybe it has something to do with the the way you talk... what is all that?
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Old 02-10-2012, 09:23 PM   #4
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Re: Customer Objections


Quote:
Originally Posted by dallasac View Post
Hey gang, new here but wanted to get your feedback on what we could do/homeowner reasons for not scheduling.<br>We have been running google ads for $19 service fee with repair or service fee waived with repair.&nbsp; Its gotten us some calls but the vast majority do not end up scheduling.&nbsp; As soon as we explain (although I am not sure how much more clear with repair could have been tbw) that they are responsible for the normal service fee if they decline the repair we get the typical let me call around or let me talk to my spouse stuff.<img smilieid="51" class="inlineimg" src="http://www.hvacsite.com/images/smilies/furious.gif" border="0"><br>Any ideas as to what the mind set is?&nbsp; I suspect that its people wanting a cheap diagnosis so they can diy the problem.<br>What has worked well for you in the past?<br>
Hello there fellow Dallas AC company . What we try to do is just look at it from a numbers standpoint. We haven't been charging for service calls during the winter and it's been going ok so far. We get a few cheap people but we've gotten some big jobs that maybe we wouldn't have had a shot at if we charged for a service call. Sometimes people with money are cheap about stuff too which you already know. Anyways, it's been worth it for us so far.
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Old 05-16-2017, 02:44 PM   #5
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Re: Customer Objections


Quote:
Originally Posted by user2561 View Post
Honesty always works. Simply offer reasonable, believable rates...no gimmicks. Tell customers up front how much you'd charge for an inpection/service call.

Put yourself in the customer's shoes..............If a service company tells you that there is no charge or a very small fee for a service call it wouldn't take you long to figure out that there is a string attached. The contractor has to make money and they can't at such a low price. While many fall for this...it is an instant turn off to those that figure it out.

On the other hand...if the contractor explains to you that there is a 1 or 2 hour minimum charge (most problems should be found in the first hour) and that you will be then informed as to what the problem is for approval. You are going to tend to lean that way b/c it is a genuine offer of services. Be as open and as up front with the customer as you can be.
We agree with this advice. Customers gravitate to honesty and good service that is straightforward and gimmick-free. This is really the foundation of our customer service and we get compliments on it every day from our customers.

If they're struggling with AC problems, there day is bad enough. Be an easy solution.
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Old 01-19-2018, 09:03 AM   #6
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Re: Customer Objections


Quote:
Originally Posted by user2561 View Post
Honesty always works. Simply offer reasonable, believable rates...no gimmicks. Tell customers up front how much you'd charge for an inpection/service call.

Put yourself in the customer's shoes..............If a service company tells you that there is no charge or a very small fee for a service call it wouldn't take you long to figure out that there is a string attached. The contractor has to make money and they can't at such a low price. While many fall for this...it is an instant turn off to those that figure it out.

On the other hand...if the contractor explains to you that there is a 1 or 2 hour minimum charge (most problems should be found in the first hour) and that you will be then informed as to what the problem is for approval. You are going to tend to lean that way b/c it is a genuine offer of services. Be as open and as up front with the customer as you can be.
Yea be honest and straight forward. you also have to realize that somepeople are never satisfied unless its free
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