5 years into my business and wondering how to scale and become more efficient. Please provide feedback on how you handle requests for quotes; are you forcing everyone to the same avenues for quotes, regardless of whether they contact you via text, email or phone?
Thanks in advance!
Hire an office manager
[quote=“John “J” Nicholson, CMI®, post:1, topic:261276, full:true, username:jnicholson7”]
5 years into my business and wondering how to scale and become more efficient. Please provide feedback on how you handle requests for quotes; are you forcing everyone to the same avenues for quotes, regardless of whether they contact you via text, email or phone?
Thanks in advance!
[/quote]
My Wife has been hired for all office duties. I don’t pay her doodle, keep her in the kitchen between the office work as well as cleaning the office and all rooms around it. Life is great, life is grand!
I just handle them on a case by case basis. Some folks like to text or email, I prefer just to speak with them briefly, seems most efficient (with the exception of the 1 out of 50 that will talk your ear off 
).
I know the younger “kids” prefer to text or email, but I try to get them on the phone and explain who we are, what we do, and why they should choose us. A text or email with a quote simply makes them shop around and eventually they’ll find the $299.00 inspection guy who’s looked at 7 houses but has 150 google reviews. I’ve only lost one job after talking to a client on the phone ( (they wanted a $300 inspection and I’m not doing that.) Just my two cents.
Every man pays their wife to doodle.
That’s funny!
I always preferred to talk to the customer on the phone. The information you need to make a good quote is much easier to get.
Also, I had about 95% success rate in getting the job if I talked to them vs any other method of communication!
I totally agree, people need to talk to people so they can make the right decision. Otherwise, it’s only about the numbers and the smallest number by itself doesn’t mean anything. Genuine connections and future help are what really count.
What I’ve found is that, even for shy homeowners, a real conversation leaves them 100% more satisfied after I’ve explained everything. It not only saves time but also removes misunderstandings, and that’s a win for everyone involved.
I’ve spent large amounts of time answering/scheduling my own inspections, having an office manager/wife and even tried an answering service. The reality is no one can close a “sale” like I can. And it’s not that I have some magical power…. I’m just the guy that knows what I do and can convince people I’m who they need to use. Anything other than you on the phone and you’ll be losing some potential work. Of course, that can be built into your biz model but it’s the reality of things.
As for phone/email/text it’s always best to talk so you can ask them questions and learn what they need and convince them you know what you’re doing. The best question is to just ask the age of the house and then start talking about things inherent to that age. Once I run through a few characteristics/common problems, etc. I almost always get them….. unless they’re just hell-bent on the $269 guy in which case we probably wouldn’t be a good fit anyway.
That, and we (the actual inspector) can answer practically any question instantly, with confidence.
I can also un-sell a job if it sounds like something’s “off”.
I publish my rates on my website but give price quotes as needed via phone, text or email. But most of my business comes word of mouth from past satisfied clients and a handful of very loyal and ethical agents that know I might blow the deal but if I do, the deal needed to die!
Thanks Ken!
Thank you, Dave.
Thank you, Jeffrey.
Thank you, David!
Thank you, James!
Thank you, Matt!
Thank you, Marcus!