For those of you that book jobs over the phone how do you go about it?
In my opinion I find I waste time setting up an in person estimate, waiting a day or two for the appointment then showing up and telling them the price and what’s included and then scheduling them or them objecting because of the price.
I find that giving them a pretty accurate price over the phone saves me drive time, time in general, and headache.
I booked a $600 job over the phone by using maps and having the customer tell me which windows they have in the back of the house. This customer was about 35 minutes away so I didn’t feel like driving lol.
Also booked one a couple days ago for $236 by using the same technique. I also mention in the end that this is a rough price over the phone and that the price will be confirmed when I arrive on site to confirm before I start.
How do you guys go about it for those of you that quote over the phone?
I mainly ask if the windows open out (casements) or do you slide them up and down (double hungs).
Also if there are any fixed windows that we would need a ladder for then also ask how many screens and if they want tracks cleaned and I’m able to give a pretty accurate rough price for them.
This would be easier if I sat around in an office all day and used google maps to quote but most of the time I’m not by the computer.
What are some techniques you guys use to give over the phone quotes?
Most leads. If they’re right in town, or a second homeowner who doesn’t have sufficient information, then I’ll go in person.
Note that we’re a well established company with dozens of 5 star reviews. If you’re just getting your name out there, and haven’t built up a presence in the community, then you might experience some pushback from some people about sending you photos of their homes.
This is figured in your overall bill, not something you “say to them”:
No trip charge for 30 minute distance in town.
Trip charge for longer than 30 minute calculate 57¢ per mile plus $10 per hour travel time.
Example:
46.6 miles + return (x 2) = 93.2 miles. 93.2 miles x 57¢ per mile = $53.12 + $10 hr travel time x 2 = $20
Total travel charge: $53.12 + $20 = $73.12 (round to nearest dollar = $73)
Estimating the job by phone:
“OK, Nancy. I need to ask you some questions about your windows”:
“Do you open them by lifting them up and down or by cranking them out?”
If lift up do upper story windows tilt in? Do screens remove from inside or outside?
“Do any of the windows have true divides on exterior of the glass or between the panes of glass?”
“Do any of the windows need to be reached by a ladder on the inside of your home?
“Do you know approximately how many windows, screens, sliders, and glass in doors are in your home?”
Windows #Screens#Sliders#Glass in doors
Notes: If you charge by the window, and I recommend you do, you will be able to give your customer a very accurate price by asking them the above five questions.
“OK, based on what you’re telling me, your window cleaning will be approximately $_____________.
Now, keep in mind that we charge strictly on a per-window basis. If your count goes up or down, your price will fluctuate. Once we arrive on-site, the supervisor”—or you—“will take a walk around. We will add up what you have there and give you a 100% official price before we start.”
Notes: The key phrase from above is “based on what you’re telling me.”
For myself I ask questions about bed/bathrooms/bonus rooms like home therater etc ask the suburb , if I am at my PC I will check it out. For most houses in each suburb with x amount of beds/bathrooms I will kind of know what the average builds have in the way of windows in each area.
I just give ballpark from xxx to xxx.
But also 99% of the houses I quote are within my daily path from too and back from home to daily location, its really easy for me to set the quote for within an hour from when I expect to finish for the day when I know the last job for the day will be in the path and do them a the end of the day, most days I might do 1-3 quotes, some days none.
But sometimes with a ball park it can go not well, about a month or so ago i had this customer who booked in from a ballpark quote 3 bed 1 bath, small house my ballpark was 150-180.
I get there go to the first window and get started. I straight away wanted to leave the windows had not been cleaned in well over 10 years, I decide to bite down see how long it takes to clean the first window that I had started, 15 mins later after scrubbing mould of the frames and glass, I thought to myself no way I am doing this for 180.
I just went to the customer and asked her if she would like me to continue as the ballpark price I gave over the phone was based on a general window clean and what was needed in this case was a deep intensive clean which is a lot more work. I gave her the new price and she was understanding and happy for me to continue if she was not I would have left
60% of my calls these days are returning customers just calling to book in so no quote needed.
