3 Benefits of Customers Declining Work


Steve Kiernan
Co-Founder & CEO
February 28, 2018
minutes to read
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Get to the Point

  1. Offer Opinions - If you believe it will be better for the customer to get a replacement, and you don’t feel comfortable with just a fix, let them know. You are allowed to be proud of every job you complete, and you can give customers the ultimatum that you won’t do the quick fix they ask.
  2. Keep Notes - Make sure you know which customers declined work from you. If you know the quick fix they’ll get the next guy to do won’t last more than 6 months, you’ll want to remember what you specifically offered.
  3. Follow Up - You remember the work the customer declined, and you can call them up and ask if they would like another quote. This will show initiative, and this time you can do the job right, once they’re ready.

Nobody likes to hear "No" from a customer.

When you've made a significant investment of time and effort to explain and present great options only to have the customer tell you that they just want the quick and inexpensive fix, it can be easy to take the work you've done, crumple it up and "circular file" it.

A better option is to get your customers and prospects to actively decline work you've suggested. Here are three reasons why.

1. Let the Customer Know your Opinion

You're a professional and your opinion counts. Nobody wants to feel pressured into a sale, but asking a customer to actively decline work means you are asking them to acknowledge your expertise and their decision to ignore it.

It also affords you the opportunity to emphasize the importance of the issue and may get the homeowner to think about the bigger picture. At the very least, it should help your team develop a stronger relationship with your customers.

2. Generate Sales During the Slow Season

If you've recorded declined work, you always have a qualified lead list available to you. When business slows down, start by reviewing work where no work was done and follow-up with these customers to find out if they made another decision or are open to reconsidering.

Then, look at jobs where you did the quick fix and reach out to see how it's working out and if the customer would be interested in having you put in long-term replacement to prevent another emergency visit in the next year. In either case, you can use the incentive of a discount to get your workers on a job generating revenue.

3. Tracking Declined Work is an Insurance Policy

When a customer says "No" to a recommended option, getting acknowledgement that they've rejected the option can come in handy later on if the customer is unsatisfied with the outcome of the work. We all understand that budget constraints sometimes mean that a customer can't make "the best" decision.

We also know that no matter how well we believe we've set expectations with a customer, there is always room for confusion and a few customers will try and take advantage of that when something goes wrong. Having a signature on a clearly defined proposal that you can put back in front of the customer puts the odds in your favor.

When used properly, recording that a customer declined recommended work can be a powerful tool. It can be used to strengthen customer relationships, as a way to generate leads and as a insurance policy in the event of customer dissatisfaction.

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