Company/client policies

[evo]

Recently I've been running into massive headaches regarding scheduling jobs. Within the past 3-5 weeks I've had about 6-8 reschedule requests! Many have been simply due to the client desiring to be home, offering narrow availability dates to meet. The problem is that I'm about two months out, so that shuffles the deck too much.
Another issue I'm having is defining the line between consultation, bid, and education. Typically when I sell a consultation it's with a one hour min charge, and a hourly after wards, I communicate that my purpose on site is only my opinion and I'm not there to sell work or offer estimate (I will review others for the client however). To me a free estimate is a simple 15-30 minute visit to a client who knows they want tree A, B, and D worked on. I will offer suggestions, and if I see tree C is about to fall over I will point it out. Often this turns into a much longer discussion, and I can be onsite for longer than an hour discussing options. I feel that this frequently turns into a free consultation as I rarely do removals, or I'm making referrals.

I'm considering taking the time to write up policies to email out to incoming work inquiries. Much like other professions do. A example is going to a new dentist, doctor, counselor, massage therapist, where they either email you forms, policies, to fill out before the appointment. Could the same work well for tree work? I have my terms and conditions which go out with the estimate, but could I also email scheduling policies, and define the difference with cost of bid's vs consultations?

What do you all think about this idea, and what do you do? What verbiage would you use?

 

[southsoundtree]

When scheduling for an estimate, you could say, "I'll meet you at 3pm. As its a bid for the discussed 3 trees, with disposal as such ______, I'll be scheduling 20-30 minutes."


Bid is you tell them how much for what they want.
Consultation is your telling them about what they want to learn, and what they don't know they need to know.



"So from what I'm hearing is you're looking for evaluation of your trees, advice on your project, education about trees in general, as well as a plan your homeowner-care of your trees. I"d gladly offer you a consultation. If you would like a bid on any services we discuss, I'd be happy to provide that off-the-clock. Consultations are charged as an hourly service, minimum one-hour on-site, pro-rated thereafter in 15 minute intervals, and travel time one-direction. "

 

[CanadianStan]

Call the client while you're scheduling their job to get it right the first time Or include a rescheduling fee in the estimate (With less than 1 week notice, % charge. More than 1 week notice, you're at the back of the line or on a waitlist)

 

[southsoundtree]

I like that idea, but might suggest a flat rate, rather than percentage. You can adjust your rate per job.

If someone reschedules a $300 job, is it only worth $30 at 10%. If it is a $3000, you will have to re-organize more, but is $300 reasonable? ????

 

[evo]

I like both of those.. butttt Does anyone here actually do it?

 

[evo]

Call the client while you're scheduling their job to get it right the first time

Ha! I actually guess that is part of my issue. One climber/owner show with a groundie. Often we call off work or work around the weather. Then there are days where we go over. I don’t do the big push, so if we are 7 hours in a job and realize we won’t get it done unless we shoot for a 10 hour day I call it at 7 and finish the next day.
I like my schedule to be somewhat flexible and rather only schedule firm dates a week out. Sometimes two in the summer months when weather is good.
Princess and the pea I guess.

 

[adaycj]

I had new windows put in a month or so back. The sales guy came out and gave an estimate. When we signed the contract, he opened a calendar that showed the available spots on his tablet. It didn't show names, just open and closed time slots. He showed a couple of random openings over the next month, and then three days on a week that worked for me. At that time he explained that they had work scheduled out over a month and a half. If we took an open spot it was ours, but if I needed to move the spot, he would open the calendar on that day and let me pick another open spot possibly another month or two in the future.

It was a very nice visual that drove home two things. One, if I change my mind this company isn't going to screw over its 35 other pre-planned customer jobs. Second, if you want the job done, pick a time or wait even longer.

It doesn't address your consultation problem, but it does illustrate one way to help people pin down a date. I want that software.

 

[evo]

I had new windows put in a month or so back. The sales guy came out and gave an estimate. When we signed the contract, he opened a calendar that showed the available spots on his tablet. It didn't show names, just open and closed time slots. He showed a couple of random openings over the next month, and then three days on a week that worked for me. At that time he explained that they had work scheduled out over a month and a half. If we took an open spot it was ours, but if I needed to move the spot, he would open the calendar on that day and let me pick another open spot possibly another month or two in the future.

It was a very nice visual that drove home two things. One, if I change my mind this company isn't going to screw over its 35 other pre-planned customer jobs. Second, if you want the job done, pick a time or wait even longer.

It doesn't address your consultation problem, but it does illustrate one way to help people pin down a date. I want that software.

That does sound nice and is exactly the point I’m looking to drive home to my clients. Any idea what the app was?
I know it’s hypocritical but being booked solid for 6 weeks Mother Nature then f’s up the flow. Basically I want flexibility to do what I want, when it works best for me.. ha! But it is the truth, within limits. Some days are better for ground pruning, some days better for driving a truck across their feild. Some for felling, and some for climbing.

 

[evo]

Brainstorming
A app that sync with google calanders that shows available dates only after the contact is confirmed
Searchable buy entering the client name to see with their name or phone #
Integrate to my website
Maintain control of genitive requests


This way when the client wants to reschedule they can request available dates only. Also it’s hidden from competitors and the general public. This way a client who is scheduled for a Wednesday needs to reschedule but they are only available two Fridays and mondays in the next 5 weeks can see they will need to bend, keep their original appointment, or wait 6-8 weeks if all the slots on those days are full.
@getjobber

 

[southsoundtree]

What is your pre-qualifying process on the phone/email?


Customer: "I wonder if you want to come look at my trees?"


You: "Are you looking for a quote on a project, a consultation, or both?"

 

[evo]

Update.
I got set up with www.youcanbook.me
Jobber schedule gets synced to google calendar
Google calendar gets synced to youcanbook me app

Youcanbook.me link gets emailed to the client when their acceptance on the quote is done through jobber.

It’s a little too complicated and I’m just going with the free trial at the moment. There is a free version which I could get away with, but there is one feature I’d have a hard time without. If it works out the paid is $10 per month.

I wish I could do it all with jobber in addition to a few pdf’s saved which I can link to quotes. Currently I can, but has to be done manually with each one.

 

[evo]

What is your pre-qualifying process on the phone/email?


Customer: "I wonder if you want to come look at my trees?"


You: "Are you looking for a quote on a project, a consultation, or both?"

90% phone calls. Generally I ask them what we are looking at. Let them do the talking, then if I get a hint that it might be a consult I go into details. Oddly enough most of the time, they start stuttering and say " oh, I don't want that" or "oh, I wont keep you more than 15 minutes" or "I'm going to call some one else"

Nearly all the "oh, I wont keep you long" do actually keep me, even though I made it clear.

Then there is always a call for tree x only to walk by tree y and see that it should be the highest priority. So of course I mention it, and it goes into long conversation about options, etc..

If I just detailed a preliminary fee schedule and emailed it to them I think it would clear allot up.

Additionally I do free estimates to a certain intersection, then charge a refundable fee (upon invoicing for the job). I started this policy after doing 20 minute one way drives for bids, which turned into free consultations, and no call backs. There is a certain area where its either more competitive, lack of reputation, or the fact there is no certified arborist in the area and they want an opinion.

 

[southsoundtree]

The I won't keep you longs...

On the phone, ask for removal or prune, goals, and material processing or disposal specs.

Tell them beyond xx minutes discussion, it becomes a paid service. Nobody of any quality gives their services for free until the customer is satisfied. You get what you pay for, and there is no free lunch.


I'll call someone else...
Just say OK.
Again, explain that quality is not free.
Free is not quality.