CUSTOMERS & SALES GUIDES
Handling customers well: screening jobs, setting boundaries, saying no, upselling without the hard sell, and turning one job into repeat work.
Showing 8 of 8 guides
The follow-up call: how a one-time job becomes a regular customer
You finished the job, got paid, moved on, and so did they. The call a week later is the cheapest repeat business there is. When to make it, what to say, and how to keep it from feeling like a pitch.
Customer screening: the red flags to catch before you take the job
The worst customers cost you more than they pay. How to spot the red flags on the first call, at the estimate, and in the payment terms, before you're committed.
How to tell a customer you're running late (before they get mad)
A customer waiting blind fills in the blank, and it's never generous. How to text a delay before the window closes, give a padded new time, and handle the big backordered-part delays too.
How to deal with indecisive customers without chasing them forever
The customer who keeps saying 'let me think about it' ties up your schedule and your hope. How to help them decide, put a soft deadline on the quote, and know when to walk away.
Setting boundaries with the customer who texts you at midnight
Answering fast built your business. It also taught customers that midnight is a fine time to text. How to set hours, split your line off your cell, and handle the 11:47 text without looking like you don't care.
How to say no to a job (and why you should)
Not every job is worth having. How to spot the bad ones early, say no without making an enemy, and keep your calendar open for work that actually pays.
Upselling in the field without turning into that guy
There's honest upselling and there's the mechanic who finds $400 of problems on an oil change. How to recommend real work without becoming the guy customers dread.
Turning one-time jobs into repeat customers without buying another lead
The cheapest job you'll ever book is the second one. How to follow up, build a maintenance plan that pays, and turn one-time jobs into repeat customers.
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