Breaking My Own Rule

[Joe Marconi]

If I can avoid it, I will not give price over the phone for something I have no knowledge of and not checked out. If we tell a regular customer who is in for service that the timing belt needs to be replaced and she calls back to get a price, that’s a different story and those jobs are money in the bank. Why? They are already our customer and there is that trust/relationship factor. But to blindly give someone a price on something that we have not inspected, based on what they think they need, over the phone, just does not sit well with me.

 

The other day, an acquaintance through the Local Chamber of Commerce, called me for a price on a brake job for his Land Rover. Why someone who owns a Land Rover needs a price is another story. So, after a few questions and explaining to him the reasons why I should inspect the car prior to giving a price, he pleaded with me and I caved in and gave him an estimate. A few days later I called him and left a message and he has not returned my call. This happened once before with this guy when he needed a price on tires. He never came in for the tires either.

 

I do plan on speaking to him at the next chamber meeting. He owns a local pharmacy and I am going to politely ask him how he would feel if the next time I shop in his store I asked the price of his deodorant, toothpaste, cough drops, medications and other items BEFORE I purchase them.

[FROGFINDER]

Be glad they thought enough about you to call. DON'T burn that bridge. Send him a Thank You for his Business and referrals card right now. I ve got people that don't spend any money to speak of in my shop that have referred THOU$AND$ of dollars a year worth of jobs to me.

[CARMandP]

I agree with Frogfinder Have a chiropractor that my whole family goes to that has his own personal guy who does all the work on his cars. He has told me so and since I respect his choice I don't bother him about it. But this chiropractor's staff all come to us and have our cards on their desk and refer work

[Joey N.]

We have all been there... I've asked people to no longer patronize my business because I saw that i was being used.

 

Truth is that I regret those instances, I no longer take a defensive position and i treat everyone who calls or walks through the door as if they are my best customer. I've learned that from my dad who has been doing this successfully for 30 years.

 

 

 

If I can avoid it, I will not give price over the phone for something I have no knowledge of and not checked out. If we tell a regular customer who is in for service that the timing belt needs to be replaced and she calls back to get a price, that’s a different story and those jobs are money in the bank. Why? They are already our customer and there is that trust/relationship factor. But to blindly give someone a price on something that we have not inspected, based on what they think they need, over the phone, just does not sit well with me.

 

The other day, an acquaintance through the Local Chamber of Commerce, called me for a price on a brake job for his Land Rover. Why someone who owns a Land Rover needs a price is another story. So, after a few questions and explaining to him the reasons why I should inspect the car prior to giving a price, he pleaded with me and I caved in and gave him an estimate. A few days later I called him and left a message and he has not returned my call. This happened once before with this guy when he needed a price on tires. He never came in for the tires either.

 

I do plan on speaking to him at the next chamber meeting. He owns a local pharmacy and I am going to politely ask him how he would feel if the next time I shop in his store I asked the price of his deodorant, toothpaste, cough drops, medications and other items BEFORE I purchase them.

[Gary A]

Be glad they thought enough about you to call. DON'T burn that bridge. Send him a Thank You for his Business and referrals card right now. I ve got people that don't spend any money to speak of in my shop that have referred THOU$AND$ of dollars a year worth of jobs to me.

 

 

I agree with Frogfinder Have a chiropractor that my whole family goes to that has his own personal guy who does all the work on his cars. He has told me so and since I respect his choice I don't bother him about it. But this chiropractor's staff all come to us and have our cards on their desk and refer work

 

 

I don't think Joe is referring to someone who sends customers to him but rather someone who he has had the opportunity to meet and pursue a business relationship with, another business owner who probably should be treating Joe how he would like to be treated.

 

 

Joe I totally understand your frustration. It's almost as if people do not want you to make money.

 

 

There is no right or wrong answer on this one. These and many other situations that we find ourself in have to be taken on a case by case basis. The truth is most of the phone calls for price do not turn into jobs whether you give the price or not. Some people are just harder to work with than others. Let's face it we're all business owners who have to watch our finances and for most people price is always at the top of their priority list. There were a couple of times where people came in and if I acted how I did in the past I probably would have wrote them off as "not my target customer" but by changing my attitude and resisting what I really wanted to do I "pursued the relationship" with a customer that brought his own part and hounded me about the price. I'm now working on car #4 with this customer and I have gained his trust and am charging what I need to. But yes there are those people who will just not be your customer no matter how hard you try....

[Jeff]

I WILL give a phone quote. And in the course of writting the est i will discuss the repair furthur. Prior quotes? Do you have a regular shop/mechanic? Vareied levels of repair, ie; parts warrenty, urgency of repair etc. Regularly driven or a weekend car? The fact is most often oue first contact with a "consumer" is by phone AND they dont know what else to ask but price. I understand Joes position since this is a fellow chamber member. And yes it can be frustrating. I used to contract to the local UPS center as an outside service provider. Fix the brown trucks at night. Got to know many of the drivers very well. Some bring their cars in for service, some call for advice on the diy jobs but MOST of them refer me regularly to the folks they see on a daily basis. Just my $2.95 worth (2 cents with inflation and tax increases!)

[Joe Marconi]

I don't think Joe is referring to someone who sends customers to him but rather someone who he has had the opportunity to meet and pursue a business relationship with, another business owner who probably should be treating Joe how he would like to be treated.

 

 

Joe I totally understand your frustration. It's almost as if people do not want you to make money.

 

 

There is no right or wrong answer on this one. These and many other situations that we find ourself in have to be taken on a case by case basis. The truth is most of the phone calls for price do not turn into jobs whether you give the price or not. Some people are just harder to work with than others. Let's face it we're all business owners who have to watch our finances and for most people price is always at the top of their priority list. There were a couple of times where people came in and if I acted how I did in the past I probably would have wrote them off as "not my target customer" but by changing my attitude and resisting what I really wanted to do I "pursued the relationship" with a customer that brought his own part and hounded me about the price. I'm now working on car #4 with this customer and I have gained his trust and am charging what I need to. But yes there are those people who will just not be your customer no matter how hard you try....

 

I think you get my point, Gary. I will never refuse anyone who calls or walks into my shop. And, as far as customer service goes, I believe we are the best around. The key for me is to get someone away from price and see value in doing business with me. Many people focus on price alone, and my fear is that they are not comparing apples to apples. We do a lot of homework to insure that we are not out of the box with prices and go the extra mile each and every time with all customers, whether they buy or not.

 

We anchor so many customers because of our culture of building relationships, and I am proud of my people who carry on that culture. Here we have someone who has called for the second time, probably because I am well known in the area, but has not come in for work, yet. Because he is a fellow chamber member, I think we can talk as professionals on this matter. I can't be everything to everyone, but will always try to educate the motoring public.