Rant: A potential client in Phoenix asked for a 'ballpark' quote over the phone, then got mad when the written estimate was $300 higher.

My buddy who runs a small plumbing shop said he's started adding a 10% 'verbal quote buffer' to every rough number he gives out because people ALWAYS hear the lowest possible figure and ignore the caveats, which made me realize I need a better system before I even pick up the phone.

4 comments

4 Comments

morganl711mo ago

Betty's got it right. Stop giving numbers over the phone, period. You can't see a leak through a phone call. Tell them you need an onsite visit for any real quote. It sets clear rules and filters out the price shoppers who just want to argue later. A firm policy protects your time and your reputation.

carr.luna1mo ago

So they want a crystal ball too?

thomasb4128d ago

Is it really that big of a deal to give a rough number over the phone? Sometimes people just need a basic idea of cost to even know if it's worth having you come out. I get that you can't see the problem, but a ballpark figure seems fair. It feels like making a rule against it just makes things harder for honest customers. Maybe the real issue is how some people use that number later, not the act of giving it.

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betty_sanchez551mo ago

Ugh, that buffer idea is a trap. It just makes the final price look dishonest. The real fix is to stop giving numbers on the phone. Tell them you need to see the job first, every time. People can't picture the real scope from a description. A firm policy saves the headache.