Overcoming Quoting For Clients Not Interested In Your Services
Whether you are a homeowner or a service provider, nothing is worse than having someone waste your time. Some contractors won’t return calls or show up. We have had customers ghost us for appointments.
In many ways, the initial appointment is a delicate balance. The homeowner is evaluating us, the service provider, and we are not just assessing or quoting the project, but also gauging intent and how serious clients are about using our services.
A few telltale signs quickly let us know when homeowners are not seriously considering us, and being disengaged during an appointment is the main one. However, identifying other less apparent signs of disinterest enables contractors to gauge how much time to spend while still delivering a quick yet detailed quote.
1 Too Busy or Expressing Inconvenience
When the initial appointment does not go well, it can be uncomfortable. The worst is when customers are unpleasant and feel inconvenienced or too busy.
Being invited to a home and feeling unwelcome can feel like an insult. No one wants to feel like they are invading or inconveniencing someone. Clients who prioritize work calls, meetings, or other engagements won’t have a chance to learn the necessary details regarding the service that separates service providers from their competitors. This is a clear disadvantage to the estimator.
2 Not Interested in Conversation
Anyone taking you seriously will give you one thing, their time. When someone does not at least engage in a short introductory conversation, their priorities and attention are elsewhere. Unfortunately, this form of treatment adversely affects companies and individuals who want to provide good service.
A good estimator will take pride in the presentation and be eager to provide processes, explanations, and recommendations. A preoccupied client will never allow the opportunity for a proper presentation.
Sometimes, clients are busy with animals or children, which is understandable. Other situations are a little more confusing, like when clients seem annoyed for no apparent reason whenever you speak or because they don’t understand what you are saying.
Sometimes, customers rush the process or even completely cut you off when you start talking. Other signs include shaking their heads without dialogue and not making eye contact. Some people are shy, but for those who are outright rude, the situation can be a bit much.
3 Constantly Referencing Other Recommendations
A detail-oriented professional service provider will want to walk through the project with the client and point things out. It requires the client’s will to discuss and engage in the specifics of those details. We require the homeowner to be home when we arrive unless it is a secondary house, and they happen to live out of town.
It’s easy to tell when customers have spoken with several contractors. Some signs are when they are less than enthusiastic about the process because they have already heard something similar to what we have to say.
Sometimes, customers regurgitate another contractor’s recommendations, which we can tell because of the use of trade-specific terms and details only a contractor would know. Or when they say, “Well, someone told me.”
When clients consistently reference another contractor’s recommendations that counter ours, it can be challenging to convince them otherwise, and it often creates objections. When customers emphasize and constantly reference another contractor, it’s a sign they have more trust and faith in the other company or that the other vendor’s process is cheaper.
4 Challenging and Doubting Everything You Say
A fine line exists between an inquisitive conversation and someone who challenges your expertise. If the client thinks they know more than the expert, the value of the service is lost—at least, that is often how we, as service providers, take it.
It is essential not to take situations like these personally. Instead, they are an opportunity to show your knowledge and expertise. If we, the contractor, can offer insight and politely let clients know they have been misled, they will often listen. Customers are often cross-examining another price, process, or recommendation, and instead of asking your opinion, but it can seem a matter of fact.
The easiest way to soften a misinformed client is to cite sources for them to reference in an email as a means of follow-up after the quote has been submitted. Proving your expertise in an email instead of acting in real-time will give us two abilities to shine. The first is being an expert and knowing what you are talking about. Additionally, not acting in the moment demonstrates restraint and the ability to handle adversity and challenges.
5 None Job-Related Objections
Home service assessments should never be a high-pressure zone to convince someone of what they need. Typically, a homeowner invites us to share their aspirations or to examine what they are already aware of.
So, if they already know what is needed but create a reason why it will not work for them, there may be something larger at play. If meeting a client’s needs and offering flexibility is not enough, it is best to ask them how you can help and take it from there.
It may not be the right time of year, or a work schedule may not permit it. Maybe it’s too hot, too cold, or too close to a holiday. And if you show a will to work around their schedule, and there is still an issue, your client may be using shade and politely telling you they are not interested, for whatever real reason it may be.
6 Won’t Fully Open the Door or Collaborate
An extreme and rare sign of disinterest is when a client will not fully open the door. Not wanting to open the door due to weather conditions or safety concerns is understandable. We always send appointment emails showing our estimator’s face and providing a name and arrival time for our quotes.
However, some clients do not take issue with letting you know they are not seriously considering the work. “You are more than welcome to take a look at our leisure.”
From not opening the door to staying behind the storm door, these actions should be accepted, and the service must continue. What makes the process difficult is when estimators cannot obtain straightforward answers about the scope of the work. So, we are often left quoting without the details needed to meet their needs. Usually, sending follow-up questions via email is the best workaround.
7 An Obsession Over Price
A client asking for pricing before viewing the project can be beneficial and show genuine interest. In some ways, it’s an opportunity to evaluate the client’s needs and whether the services you provide match. However, the timing and repetitive questions regarding pricing reveal potential concerns.
If a client is persistently asking for rough costs when quoting on-site, it is a sign of apprehension and concern. The proverbial “Well, how much do you think it will be? I won’t hold you to it” question estimators get at the end of a quote is common and perfectly normal. However, when cost is the center of the entire process, it shows worry over whether clients can afford the service.
Some clients get upset if the question of “how much does it cost” is not answered right away, as if we are holding something back from them that we already know. So, letting the client know how prices are generated is an essential step to quoting and will help to cool the temperament in these situations.
Some clients try to force your hand by asking broad ranges, “Are we talking five dollars or fifty thousand dollars.” Even in these cases, it is best to ensure the quote will be offered just as soon as you finish the total evaluation. Signs that your client sees you as too professional or expensive and thinks they may be unable to afford your service can turn into an opportunity if handled correctly.
8 When the Process is Too Easy
As contractors, we are often guilty of wanting the process of repetitive quoting to go as fast and easily as possible. Understandably, sometimes we have three quotes in one day and a tight schedule to adhere to. But we cannot lose sight of the fact that any valuable process will naturally take some time.
If your client is busy cutting the grass or says, “Go right ahead,” take a look and try to find a way to get their attention after collecting the information needed. There is a high chance they will say they are considering other quotes or something to that degree. However, contractors who fight for consideration should thrust a will to gain client attention and make a lasting impression. Getting the customer involved, even briefly, will increase our chances of getting a signed contract.
On the other hand, people who were referred by others often require less persuasion. The sense of instant familiarity makes the process much easier and more likely to hire us.
Unspoken Truths that Clients May Not Say Outright
At first impression or face-to-face, a homeowner won’t always say outright why they may not be interested in the service.
- Shocked at the Price
- Unwanted Expense
- Planning and Budgeting
- Going With a Friend’s or Neighbor’s Recommendation Instead
- Waiting For Multiple Quotes.
- Started the Process Prematurely
- Unsure if They Want to Commit to The Expense
- Don’t Have the Approval Needed to Start
- Unrealistic Expectations Regarding the Process or Scheduling
- Natural Apprehension When Working with Contractors.
Conclusion: Service Quality & Professionalism
Consumers’ scenarios and situations are endless and impossible to pinpoint or address without conversation. Our quote is often just another number to compare against the company they are considering. Other clients are planning and budgeting for future maintenance costs and selling allowances, wanting to spend the least. Regardless, as contractors, we are so accustomed to the process that we sometimes lose sight of the recipient’s perspective.
Most clients are certain about their needs and the specifics of your services, and it’s our job to guide them. We always let our clients know that we are not handymen. We always do things professionally and the right way….. no shortcuts. For clients who are looking for a painter to “slap on some paint” or say, “It doesn’t have to be your best,” those are signs we are not their ideal service provider.
Instead of taking things personally, being disgruntled, or complaining, use challenging situations as opportunities to show your professionalism and turn discomfort into an opportunity.
