Initial Contact.
I recently met with a warm referral to quote her house painting projects. It all began with a phone call, although I am often contacted by other means as well, to include email, social media, and even text. When we spoke on the phone, I listened to what she had to share, and scheduled the appointment for a day and time that was convenient for her. I arrived on time, and was prepared with quoting forms, color charts, and other estimating tools to help gather the most accurate information.
I don't take any estimation appointments for granted, as the selection process often begins before we ever meet. Many times, someone behind the scenes has referred me, or the potential client has read raving reviews, read blogs and gathered other qualifying info in order to make an informed decision before the invitation.
Meeting In Person.
As I enter a person's home, I always ask if they would like me to remove my shoes at the door. I've been told that sometimes trades contractors overlook this initial form of etiquette, and at least 50% of the time the clients answer is yes. I normally inquire about the goal or reason for the inquiry, which is valuable information to have. At times, potential clients just want a fresh look, as the walls have years of wear and tear. There could be many reasons to paint to include: an upcoming party at their home, settling cracks, other age related changes, water damage, a need for a color change, and much more. This information helps to guide the assistance that I can offer to my clients. Sadly, some contractors will overlook the purpose for the project, and the client may be unhappy in the end as they did not receive the desired results. As we walk thru the project I am sure to document what required repairs are needed as we further discuss these issues. I have a soft sales approach as I believe fair pricing, and top quality lasting results are what people truly want. Many times I am complimented on this approach, as the customer felt like they were previously "held Hostage" or aggressively "pushed" into signing a contract by other companies.
Business Credentials.
There are unfortunately a lot of painting contractors that will arrive at a clients door lacking proper insurance, bonding, and other critical required business credentials. These may be the "other quotes" that are discussed at the initial meeting, and they are often under priced as a result. I will go more into estimating standards in a future blog, as this concern is often raised by clients that have suffered sub standard work by "fly by night" companies. I will also discuss the over pricing of projects regarding estimating standards, as this is a deep concern for me as well. Normally, I have a lot to overcome when I meet someone, because my highest priority is to restore trust in hiring a real small business, and to allow my painting company a chance to provide a positive experience at competitive pricing. I'm normally excited to share the details of the services that we provide, and the immediate response is that the other companies did not get that detailed over the years, and that ultimately the client did not get what they paid for as a result.
Communication.
I normally try to keep the initial inquiry and meeting as brief as the client would like it to be, as I recognize that they may have scheduling constraints for the day. I conclude each meeting by communicating when they can expect the estimate/proposal to arrive, keeping in mind their preferred method of delivery and schedule. I believe that all of these reasons combined is why this particular homeowner ultimately hired my painting company. In my next blog I look forward to sharing more details about what a potential client should expect with their written estimate, why this is important, and why it is my pleasure to provide free estimates, and Next Level Services ™ to everyone that I meet with.
Yours truly,
Laura Michelle
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