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UK Floor Cleaning Forum => Carpet Cleaning Forum => Topic started by: kinder clean on April 22, 2009, 05:46:15 pm

Title: A good reason why I shouldn't quote over the phone
Post by: kinder clean on April 22, 2009, 05:46:15 pm
Quoted a job recently and unusually for me - I priced over the telephone.

The job was to clean 2 treatment rooms, a small bathroom and the hallways in a natural therapy clinic.

The only reason I didn't go and look was the job came from someone I met at one of these breakfast club meets and she seemed an honest type.  ::)  she gave me measurements and told me light soiling. I figured about 2 hours tops. Anyway to cut a long story short, the job took me 5 hours (very very grubby) she left me with a key and it was almost midnight when I packed the van up.

I had quoted £120 and after finishing was wishing I'd been to look at the job and quote a higher price, even considered ringing her the next day and putting some extra on top, but I didn't want to mess up my chances of getting more work via this breakfast club.

However the icing on the cake is that today her sidekick called saying they had recieved my invoice for £120 and said I origionally quoted her £60 on the phone !!  ??? I was put on the spot and told her I'd ring the owner tomorrow. so she's either trying it on, or she's thick as ****.

Anyhow I think in future, if I do telephone quotes I'll post out a quote (if time) or ask for a mobile number and text a confirmation of the price.

CUSTOMERS !!! Do we really need them ?  >:(

Paul - Kinder Clean
Title: Re: A good reason why I shouldn't quote over the phone
Post by: colin thomas on April 22, 2009, 05:51:17 pm
i understand your frustration and it seems she has just tried it on, i would explain that she has mis-heard your quote or given you wrong sizes and you need to charge more, she should be more embarrased than you for being economical with the truth.
i always quote on the 'phone and every now and then you come a cropper but i find it is only a couple of times a year so i grin and bear it rather than go to every job to quote,

colin
Title: Re: A good reason why I shouldn't quote over the phone
Post by: clinton on April 22, 2009, 05:53:41 pm
Paul

You will get more experience to quote over the phone and i do most of mine over the phone and sometimes i might under sell it.Guess she is trying it on and dont these clubs want things doing for v little ???
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Shaun_Ashmore on April 22, 2009, 05:55:41 pm
Some people will try it on but most don't listen to what you have to say, only advice I can offer is when going through the time and price is to at the end of the conversation is to say "well Mrs. I will be at your abode at 10am on Friday 12th and I will be cleaning XXXX at the price will be ££££" and make sure you sound like a robot, but at the end say"is that ok?"

Shaun
Title: Re: A good reason why I shouldn't quote over the phone
Post by: derek west on April 22, 2009, 06:13:41 pm
when you got there and saw it wasn't light soiling you should of told her and given her a new estimate, if she then declined you could of spent 5 hours in the pub making up for it.
derek
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Shaun_Ashmore on April 22, 2009, 06:16:17 pm
I have this conversation with Ken every so often, I can see his and your point but also mine ;D £120 is better than nothing when you starting off or have limited amount of work coming in, the prospect needs to know that you have done them a real favour though.

Shaun
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Steve Barnett (Carpet Care Plus) on April 22, 2009, 06:18:25 pm
Paul

I have to agree with Derek - 5 hours work for £ 120, sod that.

I would have phoned her there and then and explained the scope of works and the revised price, or if she wasn't contactable then pull off site and deal with the questions in the morning.

You earnt your money that night !
Title: Re: A good reason why I shouldn't quote over the phone
Post by: David_Annable on April 22, 2009, 06:47:13 pm
Hi

Best one i've ever had, the job was £70 quoted over the phone.

When the job was done she offered me £14 for some bizzare reason.

I think she had spoke to a few & got confused.

Dave

PS Had one last week job quoted £135.

 I said to him just give me £120 as it hadn't taken long.

He had £100 in his hand and had to go through the jar full of change for the rest, ran out of steam at £117 though.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Doctor Carpet (Ret'd) on April 22, 2009, 08:07:55 pm
David

I've had one like that as well.

I'm with Derek on this one. We may "quote" over the phone but it's always subject to assessing the job when we get there.

WHilst I will take the occasional rough with the smooth if you've set the situation up correctly on the phone then they will be expecting you to assess the job when you get there. If you're a million miles out then they can either expect to pay more or you ,the cc, will be booted out the door having wasted your time getting there.

Providing that only happens very occasionally then you're quids in.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Ricky M on April 22, 2009, 09:05:31 pm
I Dont go out to quote just yet but got whopped with this ages ago so now I quote 2 prices
say £100 -£150 but it depends on the level of soiling
then you cover yourself if its a chicken ZINGER !!
the client feels crap when look and say " OO its the worst this year "
 then hit em with " but rough with the smooth eh " and give a big smile
 
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Shaun_Ashmore on April 22, 2009, 09:20:41 pm
Without trying to offer bait and switch, if you give them a price between 100 and 150, the 150 may be the bit that scares them, I would say "I believe it could be as low as £100 but please take this as a phone quote as I haven't seen the items yet but I will confirm a total figure before I start any work"

Shaun
Title: Re: A good reason why I shouldn't quote over the phone
Post by: sherco on April 22, 2009, 09:32:15 pm
I always estimate, as you have only estimated and if its worse than you thought you can alter the price, With a quote you have to stick to that price.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: markpowell on April 22, 2009, 09:55:03 pm
You should have explained that the level of soiling was not as she had explained and told her a new price prior to starting the work and if she didnt accept then get out of there. if you quoted £200 for a 3 bed house and you got there and it was a 6 bed house im sure you would have said something.
If the customer asks for a quote and you quote on that info and the info is incorrect then im sure you have a valid reason to raise the price.
Mark
Title: Re: A good reason why I shouldn't quote over the phone
Post by: hotsteam on April 22, 2009, 10:32:33 pm
I go out to quote on 95% of jobs cos I do'nt like nasty surprises .

I'm doing a job tomorrow where they have changed the job to less rooms to be cleaned that quoted,
I just altered the price by email which was confirmed by the customer,so we all know where we stand !
I like emails
Hotsteam  :)
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Paul Simpson on April 22, 2009, 10:56:32 pm
I always try to insist on a survey especially bigger jobs but so many want a price straight away on the phone, even a "rough price".

I take the same approach as someone else mentioned after I know approx sizes, "The price will be between XXXX & XXXX, depending on the level on soiling, furniture movement, etc" although I try to keep it within a range of £20-40.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: clinton on April 22, 2009, 11:13:09 pm
Sae here paul with the 20 or so pound range as it gives you a bit of flexabillity when you there.

Sometimes they just try it on and for us established cleaners we can just walk away as i have done.

Paul sounds like you did a lot of work the problem with working under false light is it shows dif levells of soil in the carpet i find ::)
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Neil Williams on April 22, 2009, 11:21:10 pm
If I am 'forced' into giving a quote over the phone I always go above what I would probably quote on visit, and tell the customers that the price I am giving is a maximum price and it could be lower when I see the actual job.
A win win from my point of view.
But unless it's a regular customer who I know, I always try and get a site visit to see what I'm walking into.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: richy27 on April 23, 2009, 12:47:25 am
i always quote on site as i believe you get a good ticket job then and you can determine the sort of job it is those who force you into quoting over the phone are just price shopping
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Derek_Walker on April 23, 2009, 07:16:13 am
I never quote commercial cleaning on the phone, but domestics I can normally get close to the right price regardless of condition, as long as they know roughly the sizes of the rooms.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Joe H on April 23, 2009, 08:38:51 am
I do emphasise over the phone I am giving an ESTIMATE, and when I see the job it may go up or down. I do tend to estimate high - cause its easier going down then up in price, but I have had to go up on a couple of occassions.

Commercial - ALWAYS out to see it - then give a quote.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Andy Foster on April 23, 2009, 08:43:23 am
I've been stung a few times by quoting over the phone and I try to go out to all quotes now.

However, there are people around who would sell there left test!cle for £120 for a days work, you have to remember that it is about 4 times the minimum wage (5 hours  for £120 - £24/hour) so feel miffed if you must, but remember, that it is £120 you didn't have before and if work dried up tomorrow, would you do it for that amount?

I am a member of a breakfast club too and I don't offer any discount for the members even if they expect it... if they say anything just ask them if the financial advisor in the group would give you a discount off your mortgage if you got it through them!   Soon shuts them up!

Still lesson learned eh?

Andy
Title: Re: A good reason why I shouldn't quote over the phone
Post by: JandS on April 23, 2009, 09:26:09 am
Like Andy says £120 for 5 hours work isn't exactly being underpaid in this current financial crisis. it's a day and a half wages for some people although they don't have the overheads if they're working for somebody.

John
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Joe H on April 23, 2009, 10:13:59 am
Your right guys, £120 isnt a bad wage for an evening work up to midnight!

I think what is annoying is that the job was priced for a verbal description, but in actual fact the description didnt fit the actualities.

Worth having a mention to her and see if her conscience kicks in.
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Kinver_Clean on April 23, 2009, 10:21:49 am
Soon after I started nearly 30 yrs ago I quoted for an office 12 by 14.
When I got there it was yards not feet. ;D
Always looked at commercials from then on!

Trevor
Title: Re: A good reason why I shouldn't quote over the phone
Post by: markpowell on April 23, 2009, 01:20:15 pm
Always quote domestics over the phone and commercial on a survey.
I simply wouldnt have the time to go out and quote every job and im sure most of you guys are in the same position.
90% of the time, the quotes on the phone are correct, 5% not enough and the other 5% too juch so it balances out.
Mark
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Ken Wainwright on April 23, 2009, 04:20:28 pm
Paul

It may seem as though you've under valued your services at that rate, and you know you're worth more than the fee charged.

BUT, if you are an optimist, you've still been paid, rather than having being charged, to learn a very valuable lesson. "OVER THE PHONE IS ALWAYS AN ESTIMATE, A SITE VISIT AND AUDIT IS A QUOTATION" Plus communication breakdowns and bloops will always happen occasionally.

Don't worry about it. I can guarantee that you'll make the same mistake again in the future.  I'll admit that I still do occasionally :'(

Safe and happy quoting :)
The Ken
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Amethyst on April 23, 2009, 06:15:06 pm
I do both. However, as Ken says, I always tell the customer that I am providing an estimate based on the information they have provided. I then confirm that price (if it is still correct) before starting the job. If the information provided turns out to be wildly incorrect its a re-price with the customer having the option to decline. Commercial jobs always survey. I live in a rural area and, because of that it may not always be viable to pre-survey for the smaller jobs as you'd spend the profit travelling! Given the circumstances of this particular thread I think that on finding the job to be so different from advised I would have walked away and re-quoted. But its always easy to be wise after the event!!!!!
Title: Re: A good reason why I shouldn't quote over the phone
Post by: Steve Barnett (Carpet Care Plus) on April 23, 2009, 06:59:50 pm
Yes £120 isn't a bad wage for 5 hours work.

But we don't earn a wage as we are not employees - we run a business and we are in business to make profit.

You can't justify the price by saying that someone in employment would be happy earning that.

Steve
Title: Re: A good reason why I shouldn't quote over the phone
Post by: derek west on April 23, 2009, 07:07:25 pm
i'm with steve on this one
once you take running costs out theres not much left.
yeah yeah its better than nothing at all, but a lot in the chapter will then expect the same price and be put off purely because you can't give them the same price,
"you did hers for that much, why not mine" blah blah blah

i don't like to change my prices, i have regulars and if they got wind of this they wouldn't be happy.

i do occassionally quote over the phone, small job or to far type ones.
but overall, i lke to see what i'm cleaning before i clean it, and explain this in detail to the custy to convince them they need an on site quote. by time ive finished the phone call they wouldn't want a quote over the phone ;)
derek
ps.. the job was from a bni type referal wasn't it?