BUSINESSADVICE
fast-growing company Fencing Services puts
it this way “Turn around quotes the same
day”.
Try to ensure that there will be no surprises
for the customer. That is both in the quote
and after the job has started. For instance,
explain clearly whether this is a fixed price
(Quotation) or the best guess cost (Estimate).
Warn about unforeseen problems that could
mean an additional charge.
KILLER CONTENT
In the quote itself you are aiming to build
on the trust that you have already established.
One way to do this is to refer to similar jobs
that you have done before. Preferably include
before and after pictures that show just how
good your work is. Include genuine quotes
from previous customers hopefully along the
lines of “I thoroughly recommend Baxter’s
Installers. They turned up when they said they
would, did a great job and charged what I
expected”.
Find ways of increasing the credibility of
your quote. This might include details of any
guarantee you will provide along with details
of memberships of trade organisations and
qualifications for you and your staff.
Your quote should also include a complete
and appropriate description of the work.
Which is most likely to sell? “Redecorate
£2,100” or “All first floor rooms, place
covers on furniture and carpets, strip walls,
remove waste, make good, hang lining paper,
apply minimum two coats of chosen colour
(customer to supply), paint and remove drips
from window surrounds and make good:
£2,100.”
The more detail, the more you are building
trust.
Generally, don’t provide a detailed
breakdown of all the materials. It may be
used by the prospect to try to buy them for
themselves. As you know, this often leads
to problems, delays, higher costs and loss of
margin. Alternatively, it might be used by a
competitor to put their rival quote together in
half the time.
The app from my company, Powered Now,
actually allows you to record all materials so
you have a complete record but only display
a summary to the customer on the quote.
That keeps the information together without
exposing you to risk.
Remember to always repeat back to the
customer what they told you. It confirms that
you have been listening, reassures them and
also makes them feel warm and fuzzy.
Be clear on your terms of business, for
instance any payment up front. This all comes
across as professional. Should they need to
pay for materials as they are ordered? This
might be a good idea with customers you
don’t already know. But beware with existing
customers. I once had a company that I had
previously dealt with ask for this on the next
job. Frankly I felt insulted.
BUILD TRUST THROUGH
ANY OBJECTIONS
If your prospects provide objections to
your quotation, it can feel very negative.
But objections are good. They mean that
they are engaging with you and it gives you
an opportunity to answer. Here are some
common objections for you to think about.
It’s good to have answers ready up your
sleeve:
• Your company is new, will you still be
around in six months?
• Why are you so expensive?
• Will you help me after the job is done or
will you just walk away?
• Can your business handle a project as
big as this?
• … and many more
FINAL THOUGHTS
My wish is that some of the points here
have given you food for thought. It is clear
that businesses which win lots of quotes and
grow rapidly do so for good reasons – it’s not
just an accident.
When you win, you must deliver the job
to the customer’s satisfaction. This is what
will then continue to drive your growth.
That comes by recommendation and by
avoiding getting bogged down in disputes
and rework.
The best companies deliver on their
promises and this pays with a growing,
prosperous business.
Good luck!
ABOUT THE AUTHOR
Benjamin Dyer is CEO and co-founder
of Powered Now. Powered Now’s
mobile app aims to make it easier for
installers and other trades to run their
businesses.
www.powerednow.com
CLEARVIEW-UK.COM » SEP 2020 » 75