Read online at www.proinstaller.co.uk
AUGUST 2020 | 43
Business
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
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.
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!
www.powerednow.com