Drill 15 · 2 min
Leaving well on a no
Why it matters
This is the moment the customer says no, or not yet. Most techs do one of two things, and both cost them the job. Some push.
They ask again, or they offer a price that's only good today. Others give up. They say, "Okay, no problem," and leave with nothing in writing and no plan.
Here's what is really going on. "I need to think about it" usually means there's a question the customer hasn't asked yet, and often it's about money. How you treat them right now decides whether they ever call you back.
So respect it right away. Ask once, gently, what they want to think through, and answer it if you can. If they still want time, leave the options in writing, offer to send them to anyone they want to show, and set a specific day and time to follow up.
Make sure the home is safe until then. In this drill, Margaret wants to think it over. Leave well.
How it sounds
Customer
You've been very kind. But I suppose I'd like to think it over, if that's all right.
Tech
Of course it's all right. Can I ask what you'd like to think through? If I can answer it now, I'm happy to.
Customer
Oh, it's mostly the money. And I'd like to talk to my son Kevin first.
Tech
That makes sense. I'll leave all three options in writing, and I can email a copy to Kevin. Could I call you tomorrow at ten?
Customer
Tomorrow at ten would be fine. Thank you for not rushing me.
Tech
Of course. Before I go, I'll shut off the water to the tank so the leak doesn't get worse overnight.
To pass
- Accept the request without pushing, a deadline, or a today-only price
- Ask once, gently, what she wants to think through
- Leave the options in writing and set a specific day and time to follow up
- Offer to shut off the water to the leaking tank before you leave
Your customer
Margaret Ellis
Retiree on a fixed income
Margaret wants to think it over. Ask once what she's weighing, then leave the options in writing and set a follow-up.
The drill picks up mid-call. Margaret already knows why you are there.