One of the primary benefits of flat rate is that it softens the sales process with the customer and helps cut down on buyers remorse. Customers know what they're getting upfront, and they know what the price is upfront, and they're empowered to decide whether or not they want they want that work done. Offering options takes that a step further, with upside for both you and the customer.

Customers want options

We live in a world where comparisons of products and services are a couple clicks away. Before customers buy movie tickets, they're going to look at all the movies that are showing to see which is the best fit for them. Grabbing a quick bite for lunch? Do you want a burger with a single patty, a double patty, or how about a chicken sandwich...grilled, spicy, or homestyle (you get the point). Customers are used to options and that doesn't change when it comes to the services done at their homes. If you don't offer customers options, your quote will most likely become an option. The other options they'll get from your competition.

Options empower the customer and limit buyers remorse

Customers want to be in control and options allow them to do that. While an upfront flat rate quote is a step in the right direction, it still puts the customer in a dilemma. If you're not offering good, better, best options, the two options you are offering are take it or leave it. Pay this price, or we can leave you with the the same problem you had when we showed up.

Good, better, best options transform that dilemma into a consultative sales discussion, where a trained expert can provide truly professional guidance to a homeowner. When you're able to discuss the pros and cons of each option, the customer becomes educated enough to understand what solution is best for them at that point in time, and at each particular price point. Sit down and discuss the options with your customers and I will promise you the number of upset customer phone calls, and time chasing reluctant customers down for payment will drop significantly.

It's the right thing to do, offering the bare minimum is not

There comes a point where band aids can't do it anymore. Sure it's only going to take a new capacitor to get the AC unit running again, but it's the 3rd time in the last 10 months that it's needed to be replaced, and you know that a condenser cleaning, or a new fan motor is what the system really needs. If the customer wants the bare minimum, that's fine, but that should be the customers decision.

Even more, if it's not being reviewed with the customer during a consultative sales process, who are they to know that they're just getting a band aid every time. For all the customer knows, they've had XYZ Air Conditioning out 3 times now, and without fail the system goes down 2 months later. You may be trying to save the customer money, but each time the system goes down, you're the bad guy.

You can increase revenue by offering options

Everyone is in business to make money, and you can make more money by offering options. Now we are not promoting scamming customers into unknowingly spending money they didn't need to. That is irresponsible and unethical. What we are promoting is generating additional revenue by offering higher quality products that will improve the customers lives and more thorough repairs that will make customers feel more secure in their own home.

If you're replacing a thermostat, why not offer a wifi-enable smart stat that can save the customer money by running the system according to their learned behaviors or that they can flip on the ac on the drive home from work. If you're replacing a faucet, why not offer to replace the supply lines and shut off valves that look rusted past their years. It's ok to make a few dollars more by offering better service and better products.

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