The client psychology thread

[Mick Dempsey]

Some jobs you’ll never get, no point worrying about those.

 

Normally when you go to a job the customer will have a figure in mind that they think it’ll cost.

During the walk around they eye you up and down, is he competent? Do I trust him?

Then, if you price on the spot, as I often do, you come in on or under their imaginary budget often as not they’ll give you the go ahead there and then.

Bullet points…

Appear competent/confident

Get the price right.

Bask in the glory.

 

[slack ma girdle]

After 30 years i still over/under price jobs. Customers want confidence, so a couple of technical words, but not too many go a long way.

You ain't gonna win them all.

Options work in a few cases, but aways require good access. 9 out of 10 cases, there is only one option.

Stick to your decision,  and don't be swayed by the customer.

[tree-fancier123]

3 hours ago, Mick Dempsey said:

Bullet points…

Appear competent/confident

Get the price right.

Bask in the glory.

this is almost as good as the Tree Surgeons Mastermind podcasts

[AHPP]

This thread feels underused. It could be mega useful. Aware it's harder to post things without specific questions/stimulus but anyone feel free to chime in with any little win/loss they've experienced recently out there at the coalface of customer service. As seemingly insignificant as you like. Someone will learn something. 

 

Tell you what, let's talk websites. I'm writing the guff for mine atm. I know what most arb websites look like. What have people had on theirs that have caused them grief? What don't you have on there but keep thinking you should add?

Edited Sunday at 20:21 by AHPP

[green heart]

Good idea for a thread, Alex.

 

I'm going back to your title/original point -mainly because I don't/won't have a website myself. 

 

Spending a few minutes with a new potential customer, to explain what works we do and our background, etc seems valuable to them, to glean an understanding of us, and seems to build their trust.

 

I always do this before discussing their potential work/problem. It helps set the initiative -and helps them understand there are two parties in their contract considerations .

 

On more complex/open enquiries, I think sacrificing half an hour or so to gently quiz a customer on their objectives, seems a mutually beneficial exercise, often for both parties.

 

Getting them to list/produce a simple specification of what they actually need, is helpful all round. 

 

I should have mentioned at the start, that our Conservation work includes treework.. so maybe a little different from others here.

 

[AHPP]

I've heard the advice that you shouldn't be selling this job; you should be selling the ten after that. Which does sound good but is quite open ended.

Edited yesterday at 11:09 by AHPP

[AHPP]

Lifted from the insufferable morning people thread. 
 

 

What are the business pros and cons?

[Ty Korrigan]

I like quoting and enjoy selling our services.

Upon first contact with clients, I try to win them over with some flattery.

Compliment them on their garden, house,  always pet the dog, trying to present a friendly front.

I give the tree a quick review and say "lovely form that birch but I can see the seeds might bother the neighbour because he has Velux windows, if it was mine I'd..."

I'll then take a closer look at the tree and either reassure the client or condemn it with a tatty tap of my boot or by putting my entire arm inside the trunk and sucking my teeth whilst looking serious.

I'll say "I'm no carpet salesman* but if the wind blows, I'd sleep in the back bedroom until it's removed"

 

* French expression

 

I might ask

"Do you have a fireplace?" As we lend clients a complimentary wood splitter if they wish to both keep the wood and make an economy.

Tell them how useful woodchip is around the garden in case they want to keep it.

This doesn't change the price though as my tip sites are local and free.

Tell them the stump is always an option priced separately.

 

If it's to be a decent pruning job, I'll send before and after images of similar jobs

This is a useful tactic as I don't believe many competitors do the same.

 

       Stuart

 

 

 

 

 

 

 

 

 

 

 

 

[Pete Mctree]

We are a service and need to offer that. 

 

I always start with - "How can we help you?"

 

I then find out what the problem is ? Makes working out the solution easier - there are often options that the client will not have considered.

 

The rest is down to you to sell your preferred product at the price you want

 

I always reserve the right to say "Unfortunately we cannot provide the service that you require" and politely walk away

[Mark Bolam]

I love trees but they’re getting so big!

And all these leaves!!!