How to 'splain to the Customer/Client

rfwoodvt

rfwoodvt

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How to \'splain to the Customer/Client

Morning All!

Well, it looks like I'm at that next juncture in the evolution of my business. I am now getting mostly requests asking about consultation work.

A lot of the requests still border on the estimate/what-do-I-do sort of appointment and that is where I'm a bit stymied.

How do you folks differentiate (and then explain that difference) between an estimate and a consultation when talking with a prosepctive client? Or, more pointedly, between a chargable visit and non-chargeable.


I'm not so much looking for a discussion on whether or not to charge for Estimates, that conversation has been pretty thorough on other threads.


We don't charge for most estimates, charge a nominal amount for some estimates and charge higher fee for consults. That part is straight forward in our minds.

Explaining the differences to the clients is where we become tongue tied.

One co-worker suggested that we tell the customer that if they spend the time picking our brains then it is a consult and if I pick the customer's brains it isn't regardless the purpose of our site visit and output we provide.

I;m of the mind if I am merely preparing pricing for work they have already defined then it is an estimate while if I'm going to render an opinion, diagnosis or proposal of work to be done, regardless whether an estimate is also provided, then it is a consultation.

I'm really interested in hearing how you folks discuss the difference with your clients AND how you might market those differences, whether on you website or in printed matter.
 
Re: How to \'splain to the Customer/Client

If it sounds like they don't know what they need at all over the phone, the secretary tells them "he may charge you for a consultation". This of course triggers the question of what is the difference which she goes on to explain.
I have no problem with saying "if it were mine I would just clear the roof, remove deadwood down to ?" diameter and reduce weight on that heavy limb" and not charging. If they then proceed to spend more than 15 minutes of my time I tell them this is turning into a consult. They either dry it up right there or decide to roll on with other questions.
 
Re: How to \'splain to the Customer/Client

That's what you get for being a BCMA!
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Re: How to \'splain to the Customer/Client

This was always an issue with the tree service businesses I worked for. I can't tell you how many times I gave free estimates which were very detailed only to have them use that estimate to price shop other companies now that they knew exactly what needs to be done.

I agree with both your approaches Rick and Willie. I had the system that if the customer did not know what they needed or wanted it was a billable consult. If they knew exactly what they needed or wanted it was a free estimate.

Also if they had a specific day and time and wanted to be there when I came it was a billable consult. If I could go by anytime with out them there, it was a free estimate.

I have solved this "problem" for myself though. I only do consulting work now so if I'm on your property, I'm getting paid for being there. And I don't feel like a salesman when I'm explaining to people all the things they could be doing for their trees. I refer other ISA Certified Arborists to perform the work that they chose to pursue.

Stacy Borden
ISA Certified Arborist PN2049AT
RCA #519
www.newleaf.stacyborden.com
 
Re: How to \'splain to the Customer/Client

If you call yourself a consulting arborist, you should do only that, to avoid potential conflicts of interest.

As far as the wording on consultations, I tell customers that the first 1/2 hour is free, after that a min. $75 charge plus $75/hr for additional time spent. I will deduct that fee from the work if it is contracted. If they hire someone else to do what I proposed, at least I get paid for my time.

-Tom
 
Re: How to \'splain to the Customer/Client

[ QUOTE ]
If you call yourself a consulting arborist, you should do only that, to avoid potential conflicts of interest.


[/ QUOTE ]


It is hard to go into business as a consulting arb without experience consulting, we are phasing our business that direction but I expect it will take several years. I think you can actively do both sides of the business keeping aware of potential conflicts and being up front about them. Just my $.02
 
Re: How to \'splain to the Customer/Client

Can be done with separate divisions of the company, or being very careful to separate the two activities from each other.

I basically make sure to document (usually via email) that the two are separate and that the consultation will provide information they can then use to obtain estimates that they can compare more closely as apples-to-apples.

I also stipulate that if they wish to have our service crew provide an estimate for the work they decide on we'd be happy to prepare one under separate cover that the can compare to others they choose to obtain.
 
Re: How to \'splain to the Customer/Client

I've solved the problem by not doing ANY free estimates. It is a major gray area and if someone is getting a free estimate, then I get out there and find out what they want is all wrong, know on the spot it turns into a consult.

I am lucky in that I live in a highly populated area and 50-75% of the folks that call never book an appt, but that's no biggie for us. That gives us time to focus on the folks that understand the value we bring.

If we did a lot of removals, I'm sure we'd do a lot of free estimates. I don't think most clients could justify paying money for a removal estimate...but guess what, it happens a few times a month with us!

love
nick
 
Re: How to \'splain to the Customer/Client

if i drive to your house, look at your trees, and decide how much time/money is involved in the work, I think i should get paid. Maybe some clients know exactly what they need, but when they say, "give me an estimate to trim" or, "just whatever they need," they are asking for me to decide what the best course should be, whether they realize it or not.

Even if they think they just want roof clearance, if i walk past a hazardous tree on my way to look at it I may be on the hook legally when the tree fails. I have to stop and tell them what I saw and explain why.

NO FREE ESTIMATES!

Depending on my mood, i have said "no free estimates" or "yes, the estimate is free, but I charge to come look at your trees and write it" or "I estimate between $200 and $250,000; I charge to refine the price beyond that." Sometimes I just quoted an hourly rate.
 
Re: How to \'splain to the Customer/Client

Spoke to a customer today who was told the deadwood in the tree needed to be removed because it will kill the tree...

Hmmmm think that was a free estimate?
 
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