Drill 9 · 2 min
"Let me talk to my wife"
Why it matters
" Most techs treat it as a stall to get past. " Or they offer a discount to sign before the spouse gets home. Others say, "No problem," and leave with nothing the customer can show anyone.
Here's what is really going on. For many couples, it's not a stall. It's how they make decisions, and they're right to.
The real worry is explaining it at home from memory, getting it wrong, and being blamed if it goes badly. So respect it right away. Offer to bring the spouse in now with a quick phone call.
If that won't work, make it easy to explain later: a photo of what you found, the options and prices in writing, and your recommendation in one sentence they can repeat. Then set a specific time to talk to both of them. In this drill, Carlos wants to talk to Elena first.
Help him include her.
How it sounds
Customer
Okay, here's the thing. I'm not deciding this without Elena. She's at work till five.
Tech
That makes sense. It's a big decision for both of you. Would she have two minutes for a quick call now?
Customer
Probably not. She's slammed at work. She doesn't really pick up.
Tech
Then I'll text you a photo of the leak and all three options with prices. The short version is that the fifty-gallon fixes the mornings without paying for tankless.
Customer
Okay. Yeah, that I can explain to her.
Tech
What time tonight works for me to call you both? I'll answer whatever she wants to ask.
To pass
- Respect the joint decision without pushing Carlos to decide alone
- Offer to include Elena now by phone, or with photos and the options in writing
- Give Carlos a one-sentence version of your recommendation he can repeat
- Set a specific time to follow up with both of them
Your customer
Carlos Ruiz
Couple split between the cheapest fix and the lasting one
Carlos won't decide without Elena. Respect that, offer a way to include her now or later, and set a specific follow-up.
The drill picks up mid-call. Carlos already knows why you are there.