Customers do not want to spend money


 

Customers do not want to spend money

 

Today we will deliberate 3 topics that collectively belong in one grouping and they are; customers do not want to spend money, customers no longer have the disposable and dispensable money, and customers know how much they want to spend.

 

When we dissect each statement and then add logic you will ascertain that all 3 are true with regards to plumbing, heating, and electrical work in their home. Once it becomes an accepted fact then something can be done and a solution can resolve the problem. There is a simple explanation for these phenomena. It is called a lack of budget.

 

When have you had a discussion or have you ever had a conversation with your customer setting up a budget for future works that will need attention? I am a plumber and what may come; I do not contemplate about the next plumbing project in my home. I do have an approximate scheduled time for my car to receive service however plumbing, heating and electrical work have not been given a time or place in my busy day.

 

Sure we could position blame once again on the customer. He or she knows something will break sometime so why are they not saving for that day? Why do they not save enough money for that day? Is it really the customer knowing how much they want to spend or is it a fixed amount they have to spend on emergency problems? Isn’t it my job as the professional to fore warn the customer of impending issues?

 

I do imagine a customer has a genuine idea concerning how much they want to spend however this amount is a best guess. The customer may have traveled to a home center to get an idea. A better bet is he or she called a company and they gave a visionless price over the phone lowering customer expectations and standards. Remember the customer possibly will have knowledge however that knowledge may not be correct.

 

I had a customer call a short time ago and he wanted a price for a lavatory faucet. I explained that there is no way to give a price over the phone. After a few minutes on the phone I discovered that 2 other plumbing companies had given a price over the phone. My next question to the home owner was; do you mind if I ask a few questions? He said no go right ahead and ask. I then asked if the sink was china or steel and how old. I asked how wide the faucets were, I asked what color the faucets were and if the emergency shutoffs worked. I then went into questions about the drain connection whether it was soldered or glued. Finally I asked do you have an idea of the faucet you want.

 

The customer said wait a minute none of the other plumbers asked those questions. I said right and how could their pricing be valid when they had no idea what exists and what the necessary requirements to install a new faucet would be without actually gaining the right information? Sure I can give you a price from fantasy land to get in your door. Why don’t we find out exactly what you want and need?

 

These 3 declarations from customers are directly related to their past experiences. What they have seen, what they have heard, and what they have done in the past. It is our job, responsibility, and duty to deliver and bequeath to a customer a different experience for her to compare with all the garbage given to her in the past.

 

The only statement that has some validity is the home owner no longer has the disposable income to spend. With our economic climate the way it is and the future looks like more of the same you must decide to help your customers. You are required to assist the customer in setting a budget. You do this by giving information to the customer pertaining to items that will require attention in the next 12 months. This will inform the customer of the exact amount that is necessary for each repair or replacement in the future. It is great to be able to get it paid for today however the reality is the customer may need time to build the capital.

 

Once a budget is set up the customer should be fine and with your help future work will have the available funds when the work is required to be attended too. Your customer will appreciate this valuable service and want to work with you in the future.

 

 

No longer accept failure for these excuses; customers do not want to spend money, customers no longer have the disposable and dispensable money, and customers know how much they want to spend. You have the ability to control these statements and you must decide to today if you will hold a conversation with your customers or you can decide to shut the door behind you and walk away dejected and rejected. Set a new standard for customer expectations as the can do service company.

 

http://practicebetterbusiness.com

 

 

 

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About practicebetterbusiness

Author of Outside the Business Box: All about Sales Build a better you and increase your earning potential

Posted on November 12, 2012, in communication skills, construction services, electrical sales, enhance your ability, How to sell HVAC, How to sell plumbing, HVAC sales, plumbing sales, practicebetterbusiness.com, Selling HVAC, Selling Plumbing and tagged , , , , , , , , , , , , , , , , , , , , , , . Bookmark the permalink. Leave a comment.

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