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Starting a lawn care business. How to start a lawn mowing business, lawn care business, or landscaping business. If you are starting a lawn care business, ask your questions here.

What is the proper way to follow up with a customer after giving them a quote?


Starting a lawn care business.

How to start a lawn mowing business, lawn care business, or landscaping business. If you are starting a lawn care business, ask your questions here.
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  #1  
Old 11-24-2009, 01:18 AM
SECTLANDSCAPING SECTLANDSCAPING is offline
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Default What is the proper way to follow up with a customer after giving them a quote?

I don't want to come off rude by emailing them whether there happy with the bid or decided to go in another direction.

The problem comes up more with my website then people I see face to face. I added a best way to contact you? on my quote form to help in the future.

So this is how it works. A potential client uses the quote form at my website. If the client gives me enough information. I will email them back a quote, ask more questions about the job or set up a appointment. What ends up happening is I dont hear from them. If they dont respond by email I feel somewhat stalkerish trying to call.
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Old 11-24-2009, 07:38 AM
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Once you get the quote notification you NEED to call them. Don't just be a person on a computer make it personal. Call them and discuss your questions. They want personal attention that is lacking these days. I have email alerts that come right to my phone and if possible I stop and call them right then. They love the quick response. I even got a job just because of this. I responded quickly when they were expecting to have to wait a few days to be contacted. Turns out this guy is an archetect and has all kinds of builder connections. Personal attention but not baby sitting.
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Old 11-24-2009, 12:43 PM
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As a general rule, I only give quotes in person.

With face-to-face meetings you are able to explain to the customers the reasons behind your quotes. Also, face-to-face meetings give you the advantage of being able to read their body language.

If they don't flinch when accepting your prices, you may surmise your prices are too low and you can experiment raising your prices with subsequent customers. If they refuse your price, you can ask them why they think it's too high then take them around their yards to explain why your prices are fair.

Take a more personal approach. I think you will find much better results face-to-face than by giving quotes over email.

Let us know if this change in tactic helps your ratio of acceptances vs. declines.
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Old 11-24-2009, 01:53 PM
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Quote:
I don't want to come off rude by emailing them whether there happy with the bid or decided to go in another direction.
I don't think there is anything rude about calling them up after a few days or a week to see if they had any further questions about the bid, it shows you are interested in the job.

But as the others said, it is very important to meet in person and give the bid in person.

I would love to hear, if you changed your estimate strategy, what kind of outcome you found.

Keep us posted.
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Old 11-24-2009, 06:59 PM
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Quote:
Originally Posted by SECTLANDSCAPING View Post
I don't want to come off rude by emailing them whether there happy with the bid or decided to go in another direction.

The problem comes up more with my website then people I see face to face. I added a best way to contact you? on my quote form to help in the future.

So this is how it works. A potential client uses the quote form at my website. If the client gives me enough information. I will email them back a quote, ask more questions about the job or set up a appointment. What ends up happening is I dont hear from them. If they dont respond by email I feel somewhat stalkerish trying to call.
as a rule I always walk a site and speak face to face with a client before giving a quote. During the conversation I always discuss their preference for communication. I've won quiet a few bids over folks that sent an email bid without walking the site just because of this.
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Old 11-24-2009, 08:11 PM
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We use Blackberries so I get the inquiry from the website right away and I thank the prospect for contacting us and when would be a good time to stop by and have a look atthe work they want, I have won dozens of projects because our reply is so fast, I have bid over the phone twoceand got burnt, I simply will not bid if I do not know what I am up against, and generally I will see other things we can do for them, quite often the reply is you can do that?

At the very least I would call them, a simply email reply with a quote is, IMHO not the route to head down.
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Old 11-24-2009, 08:24 PM
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Something I was wondering is this. When you are out on a site pointing out other issues on a home owners property, do you find you are able to make more profit on the upsells either immediately or soon after, once you get them as a customer for what they initially called you for?

I would figure there would be some kind of premium a customer would be willing to pay once they get to know you and are comfortable with you.

Has anyone had such an experience or do you find you still need to bid your additional services as competitively as you bid your initial estimate?
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Old 11-24-2009, 10:07 PM
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I was called recently by an out of state homeowner that was wanting his deck cleaned in preparation for selling the home. I went to the site and by the time I was done I had washed the house, gutters, deck, dirveway, sidewalk, repaired window screens and replanted the landscaping that was bad looking at the front door along the side walk.

All that and all I was called for was a deck cleaning. I took photos and emailed them to him along with the pricing. Next call I got was go ahead and do it all.
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Old 11-24-2009, 10:17 PM
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I was called recently by an out of state homeowner that was wanting his deck cleaned in preparation for selling the home. I went to the site and by the time I was done I had washed the house, gutters, deck, dirveway, sidewalk, repaired window screens and replanted the landscaping that was bad looking at the front door along the side walk.

All that and all I was called for was a deck cleaning. I took photos and emailed them to him along with the pricing. Next call I got was go ahead and do it all.
Do you feel you were able to charge a little more on the other services once you performed the first service or do you feel you bid it the same all the way through?
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Old 11-24-2009, 10:46 PM
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I know what I need to make and I quote it all the same. No need to gouge customers.
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