Drill 11 · 3 min
"My brother-in-law is a plumber"
Why it matters
" Most techs get defensive. Some question the relative's skill or license. Some list everything that could go wrong.
Some drop the price to compete with family. All of it puts the customer in the position of defending someone they love. Here's what is really going on.
Family loyalty is real, and the customer isn't trying to insult you. Often money is tight, and the relative is how they can afford the work. What they need to know is whether this is a job their relative can actually do.
So speak well of the relative. Say plainly what this job takes: what you found, and what fixing it involves, like the permit and the equipment. Offer your camera video and written findings so the relative can see exactly what you saw.
Keep your recommendation and your price. In this drill, Carlos says his brother-in-law Tony could do it. Help him compare fairly.
How it sounds
Customer
Honestly, my brother-in-law's a plumber. He could probably do this for a lot less.
Tech
That's great to have family in the trade. What kind of work does he do?
Customer
New construction, mostly. He's good, he's just busy.
Tech
Then he knows plumbing. This one means digging up about ten feet of old clay sewer pipe under the lawn and replacing it, with a permit and an inspection. I'll send you the camera video so Tony can see exactly what I saw.
Customer
Okay. Yeah, he'd want to see that first.
Tech
If he can take it on, great. If not, you have my estimate in writing. Just give me a call.
To pass
- Speak well of Tony without questioning his skill or license
- Explain plainly what this repair involves, such as the digging, the permit, and the inspection
- Offer the camera video and written findings so Tony can see the problem
- Keep your recommendation and price without discounting to compete
Your customer
Carlos Ruiz
Couple split between the cheapest fix and the lasting one
Carlos says his brother-in-law Tony could do it for less. Respect Tony, explain what the job takes, and offer the camera video.
The drill picks up mid-call. Carlos already knows why you are there.