quoting app prices over the phone

[americanlawn]

Anybody quote application prices (for lawn care) over the phone?

Had a guy call in today. Said he lived "just around the corner", and his lawn was 7500 sq ft. When we told him we never quote over the phone cuz we always "analyze & measure" before we leave an estimate, he said "Okay, what if you come out and measure, and it adds up to 7500 sq ft .... what would the price be?". Again we told him. He finally said, "Okay, I'm calling several others". Then he hung up. :confused:

Anybody else experience this? :dizzy: rscvp, thanks

p.s. 2 estimates taken over the phone last year turned out to be TruGreen employees' lawns (I know cuz I spoke with the next door neighbors both times)

[turf hokie]

NEVER, NEVER, NEVER....that is a trugreen tactic. We have taken calls " I have 3000 sq ft" but it is really 8000 b/c they are using T/G and THINK they have 3000.

We look at all properties, because you never know about gates, hills, pools etc.

[DA Quality Lawn & YS]

I have done one this way.....i knew it was a tire kicker so I just went 1.5x my price and never heard from them again:)

[MnLefty]

Larry-

You know I don't do this for a living like you guys, but here's my take. A guy looking for a quote over the phone is at best a price shopper that's going to take the lowest quote he gets. At worst, it's a competitor trying to get your pricing.

I'd start by taking a stand like you did saying you don't do quotes by phone. If they won't let it go give them a range of say .5x to 2x your normal price. If your normal price would be $50/app just tell him "It would be somewhere between $20 and $100 depending on difficulty." The price shopper might be interested enough to say "well come out and look at it then", and it would leave the competitor guessing.

But really, there's probably not much to be gained by even listening to someone looking for a phone quote.

[Real Green]

"I am sorry we are not able to quote lawn care prices over the phone. The reason for this is that we have a proprietary formula based upon the square footage of your turf utilizing OUR on site measurment. If that's ok with you and you are interested in a free lawn analysis we'd love to offer this to you. I have a 2:00 p.m. appointment available. What is your address?"

At this point they either start stuttering and stammering or they hang up the phone. To this day, utilizing that response, I have never had a problem.

[rcreech]

"i am sorry we are not able to quote lawn care prices over the phone. The reason for this is that we have a proprietary formula based upon the square footage of your turf utilizing our on site measurment. If that's ok with you and you are interested in a free lawn analysis we'd love to offer this to you. I have a 2:00 p.m. Appointment available. What is your address?"

at this point they either start stuttering and stammering or they hang up the phone. To this day, utilizing that response, i have never had a problem.

real green!!!!!!!!!!!

What is going on man??????????

[Real Green]

real green!!!!!!!!!!!

What is going on man??????????

Swamped... on my way home tonite I thought about calling you. Obviously, I didn't. I'll call you tomorrow buddy.

[rcreech]

Swamped... on my way home tonite I thought about calling you. Obviously, I didn't. I'll call you tomorrow buddy.

AWESOME!!!

Glad to hear you are SWAMPED man!

Life is good! :cool2:

No big hurry but give me a call or I will try you!

[humble1]

I always say I need to come out to determine the appropriate application based on the site conditions and topography of the property. I also never write the sq footage on my estimate. I write all turf front back and sides.

The other day i was doing an estimate, for a spring aeration overseeding and full program etc. small lawn 8K tight neighborhood, the neighbor pulls in xyz lawncare. I look at the lady i was doing the estimate for and she had a awkward look. So how do i go about the estimate was she feeling bad that she didnt ask her neighbor to do it, or was she getting a price for her neighbor? Also I think it would be hard for someone to figure my price if I charge for example $50 for 5K I dont charge 100 for 10K or 200 for 20K make scense. oh by the way my spelling sucks cause i need to go to bed good night

[Dr.Simon]

Never, ever quote over the phone. Not even a "ballpark" range. The prospect only hears the first and lowest price. americanlawn and realgreen are there. They will give the address if they're intersted and will save you a trip and time if not.

[Grandview]

I give a fair number of estimates over the phone. But they are usually referrals that already trust my work. They are often busy and do not have time for estimates and want it done. I give a ball park figure, big ball park. They know what their friends are being charged. I have quite a few customers I have never met. Met one of my long time customers at a chamber meeting this winter. If it is a price shopper I might give it a real big range.

[Dr.Simon]

Darn I thought I was the only on up this early on a Sunday! Then again Grandview, you're an hour ahead of me? You make a good point. I do not advertise except for the name of my company and personal name on my shirt. It is word of mouth and we don't have a lot of competition. We all know each other and not a single National Corp here in N.O. Maybe 1 franchise of Lawn Doctor, but never see them on the streets. Only at recerts or maybe in Lesco/Deere- which is not often. I'm aware of the corp tactics where there is much more competition than what you and I face.

[heathbar0]

Natural selection.

Those who adapt will survive.

95%+ of all my sales are made over the phone and based on their lot size.
Thre are so many tools online now to give you a lot size that there is no excuse to waste time going out to look at the lawn...come back...and then go back out to service the lawn.

I must admit, If you are the type to size up a client based on the house they live in or the car they drive, then i would say you are correct in demanding the need for an on site evaluation.

To each their own.

[lawn king]

Do these tools provide you with a soil ph, or inform you of a pest problem? A growth of weeds in gravel will look like a lawn from outer space. Sometimes its the fact that you took the time to go out and introduce yourself, in uniform, with a pro business card, that will sign on the potential client.

[heathbar0]

Do these tools provide you with a soil ph, or inform you of a pest problem? A growth of weeds in gravel will look like a lawn from outer space. Sometimes its the fact that you took the time to go out and introduce yourself, in uniform, with a pro business card, that will sign on the potential client.

No, no soil Ph.
No, no weed analysis.
I do send them my card in the mail. :)

As I said in the last post: "To each there own"

BTW I sold 2 lawns since I posted the last time, 9 total for the day, All of them over the phone.

[Dr.Simon]

Cool, Lawn King. HearthbarO, If you ar comfortable with doing average pricing, go for it. I believe a person that has 5k lawn will pay that price, 6k, 7k so on. Pay according to the size. Case in point: 3 years ago doing a comm prop, someone asked for an estimate and told me the street. Gave him a ball park figure, he didn't state that the street was a new addition of a dead end, turned into a cul-de-sac, with larger properties than th ones 30+ years older on the same street, and that he bought more property (no longer woods) in addition. So, for my no sight estimate for a 3-4k average for that street, it turned out to be an 18k! Guestimating is fine for some, but still, get payed for the size and the ease of the pull or access. Lastly, does the grocery store "average" the price for your buggy and the hand basket for the gal behind you?

[Real Green]

No, no soil Ph.
No, no weed analysis.
I do send them my card in the mail. :)

As I said in the last post: "To each there own"

BTW I sold 2 lawns since I posted the last time, 9 total for the day, All of them over the phone.

Is your approach, "wholeganic?"...... :)

[heathbar0]

Is your approach, "wholeganic?"...... :)

Lol.
Nope.

Not :)LAWN.

I take offence at that. =)
Man, somebody thinks outside the box here...look out!

[tlg]

I would never give a price based on the customers measurements or a competitors measurements. They are most often wrong. I will give a customer a price over the phone based on information we can get to make a reasonable assumption as to their lawn size. We can do this through or data base ( real green) and have pretty good idea what we are charging their neighbors. We also use satellite images to measure their lawns as well. We tell any customer sold over the phone that we will do an analysis of their lawn our first time out and recommend any additional services they may need other than our fertilizing program. I have no problem going out to look at their lawn, but if the customers buying right know why let them go? Just sold one over the phone an hour ago. Minimum size lawn, all lawns on the street were about the same size ( 5000sq ft) customer was happy and is prepaying. It don't get any easier. If it's TGCL calling who the hell cares if they know what were charging.... like they don't pull our quotes off our leads doors anyway . Don't worry just.... sell, sell, sell!!!!

[americanlawn]

Quoting prices over the phone is 'sleezy' at best. Every property & customers' needs are often different. Some folks want five or more app's per year while others may want to get by with only two treatments per year to meet their needs & budget. Also, different weeds need different (often more expensive) herbicides, duh. Then there's difficulty factors........too many variables to give a "blanket quote" regarding these over the phone.

If a caller wants "a price over the phone", we tell 'em to take a hike, cuz they are not the type of client we want. (That's how we roll). End results = less cancelations, more customer referrals, etc, cuz we meet customer, analyze their property and explain how we can meet their expectations. We ain't no used car salesmen.

[Real Green]

Lol.
Nope.

Not :)LAWN.

I take offence at that. =)
Man, somebody thinks outside the box here...look out!

Hahaha! I knew you weren't and I def didn't mean to offend you. I just knew when I saw your location that you would know who I was talking about and get a kick out of it. Thanks for sharing a laugh with me!:waving:

[tlg]

Relax American. Just because you think it's sleazy don't make it true. We deal with each customer with an honest and up front " price quote" for a basic lawn fertilizing service. I also said an analysis is given to each new customer if they had a " phone quote " at the time of their first service. Further, if a customer wants fewer applications than our standard program I don't need to look at their lawn to talk about that. Different weeds? More expensive herbicide? Are you kidding? Our trucks are equipped to treat whatever weeds they may have all for one price. Let me also reiterate. Phone quotes are only given to lawns that are average size or compared to like properties in our data base from actual measured quotes. There is no guess work here as you imply. Difficulty factors? Good point. But is it really that big of a deal? Did I mention the satellite image. If there's a lot of trees, a pool etc..... it won't get a phone quote. Our contact with the customer does not require a meet and greet. In fact I would say 90% of the measured quotes we do never are a face to face with the customer. It's all done by phone. I have been in this business a long time. We conduct our business fairly and in a way we would want to be treated. You reference the used car salesmen implying a negative to phone sales. I can assure you that it's not the method it's the people doing the sale that make all the difference. If you are feeling good about telling customers " to take a hike " because you can't meet their needs by all means do it. We will gladly do whatever it takes to meet our customers expectations. If it's a phone quote. So be it. Could I interest you in this model over here driven by a little old lady........................

[americanlawn]

So funny we chose not to respond.

Relax American. Just because you think it's sleazy don't make it true. We deal with each customer with an honest and up front " price quote" for a basic lawn fertilizing service. I also said an analysis is given to each new customer if they had a " phone quote " at the time of their first service. Further, if a customer wants fewer applications than our standard program I don't need to look at their lawn to talk about that. Different weeds? More expensive herbicide? Are you kidding? Our trucks are equipped to treat whatever weeds they may have all for one price. Let me also reiterate. Phone quotes are only given to lawns that are average size or compared to like properties in our data base from actual measured quotes. There is no guess work here as you imply. Difficulty factors? Good point. But is it really that big of a deal? Did I mention the satellite image. If there's a lot of trees, a pool etc..... it won't get a phone quote. Our contact with the customer does not require a meet and greet. In fact I would say 90% of the measured quotes we do never are a face to face with the customer. It's all done by phone. I have been in this business a long time. We conduct our business fairly and in a way we would want to be treated. You reference the used car salesmen implying a negative to phone sales. I can assure you that it's not the method it's the people doing the sale that make all the difference. If you are feeling good about telling customers " to take a hike " because you can't meet their needs by all means do it. We will gladly do whatever it takes to meet our customers expectations. If it's a phone quote. So be it. Could I interest you in this model over here driven by a little old lady........................

[tlg]

Come on keep punchin !

[pesticide]

Relax American. Just because you think it's sleazy don't make it true. We deal with each customer with an honest and up front " price quote" for a basic lawn fertilizing service. I also said an analysis is given to each new customer if they had a " phone quote " at the time of their first service. Further, if a customer wants fewer applications than our standard program I don't need to look at their lawn to talk about that. Different weeds? More expensive herbicide? Are you kidding? Our trucks are equipped to treat whatever weeds they may have all for one price. Let me also reiterate. Phone quotes are only given to lawns that are average size or compared to like properties in our data base from actual measured quotes. There is no guess work here as you imply. Difficulty factors? Good point. But is it really that big of a deal? Did I mention the satellite image. If there's a lot of trees, a pool etc..... it won't get a phone quote. Our contact with the customer does not require a meet and greet. In fact I would say 90% of the measured quotes we do never are a face to face with the customer. It's all done by phone. I have been in this business a long time. We conduct our business fairly and in a way we would want to be treated. You reference the used car salesmen implying a negative to phone sales. I can assure you that it's not the method it's the people doing the sale that make all the difference. If you are feeling good about telling customers " to take a hike " because you can't meet their needs by all means do it. We will gladly do whatever it takes to meet our customers expectations. If it's a phone quote. So be it. Could I interest you in this model over here driven by a little old lady........................



isnt this cut and pasted from the trubrown manual? :dancing:

[Rayholio]

I sale over the phone all the time.. I'll talk with the potential for a minute.. and depending on the service, I'll pull up their lawn online, measure it, and give them a price right then... I then offer to come out and do an analysis.. but I often sell on the phone without any fuel or extra labor spent. People 9 times outta 10 don't give a flyin' crap about the 'analysis' They KNOW that's code for 'sales pitch' and NOTHING more.

After the sale I send out more paperwork than usual.. 2 business cards, a flier.. a welcome letter with scheduled services (and pricing) and a copy of the 'terms and conditions' which apply to all customers, and all applications. I also include pricing for upsale services. and a short hand written thank you..

I always go do the 1st app personally, perform an analysis, and alert the customer to potential problems on the 1st invoice.. and meet the customer if at all possible..


Let me tell ya something.. We non-tru-green type LCOs take a lot of pride in our 'customer service'.. ability to perform the job above and beyond, etc.. but the more 'high end' the customer, the less they want to see from a 'service' company. They're calling you to provide a service.. not to talk to. ALL of my biggest accounts have decision makers that I rarely ever see or hear from.. most of which I've never met.

Research has shown that both residential and commercial decision makers have less and less free time, and are doing more and more business via the phone and internet. This is causing a high demand for good, yet impersonal service.

I recently baught new windows for my house.. in the end, the company I went with actually gave me a price over the phone BEFORE coming out.. and firmed it up with some quick measurements.. We took the hand written quote after about 10 minutes with the 'sales' rep.. and signed it the next day.. Everyone else just HAD to come talk to me.. But I don't have time for this crap... It took a whole day to see 3 companies.. Terrible time.. all of them with 'presentations' and energy analysis etc... It was crap from the word go.. Same thing with kitchen cabinets we just baught.. weeks dredging thru sales people.. and in the end, we baught from the company who made OUR job easy.. gave us a ballpark over the phone.. firmed it up with measurements within 2 days, and 30 minutes after recieving the final quote via email, we confirmed the order.

So my line of thinking is that our service doesn't just have to be GREAT.. but we have to also be CONVENIENT. I strive to not 'over' communicate with the customers.. if it was my choice, I could talk to them all day about cultural controls.. watering etc.. but all they care about is having a green lawn.. and when? Sooner the better..

Something else to consider.. Many customers (especially yellow page shoppers) have allready called other companies.. and they're PLANNING on calling more after you.. If you make the sale, you just beat out the competition without having to 'fight' for the business on the customers front lawn.

you should never take a hot sales lead and put it on hold.. which is exactly what you're doing when you make an appointment instead of a sale.

[group501]

American,

Just curious, is it mandatory that your prospective client be home at the time of the analysis? During this time of year we are running so many sales calls that if we met with every prospect there would not be enough time in the day. We will complete the estimate and leave it at the front door. Just curious how others handle theirs.

[tlg]

isnt this cut and pasted from the trubrown manual? :dancing:

No I wrote my own book on customer service and sales. I realize the problems many of you see with phone estimates. That fact that your not comfortable or lack the ability or confidence to do an estimate like this is clearly a business decision you are happy with. Those that automatically condemn these type of sales because of what they think happens are just uniformed. The TGCL sales program is only flawed because of a lack of good management and poor ethics. To imply all companies doing a phone quote are doing a disservice to their customers is outrageous. Why is it that some of you guys can't comprehend that if you have the data right in front of you can give a price over the phone. If you have 20 homes on a street with all the same size lots whats the problem. Don't assume that phone estimates are our exclusive sales method. They are only done if a customer requested it and the property meets the criteria we must have.

[tlg]

I sale over the phone all the time.. I'll talk with the potential for a minute.. and depending on the service, I'll pull up their lawn online, measure it, and give them a price right then... I then offer to come out and do an analysis.. but I often sell on the phone without any fuel or extra labor spent. People 9 times outta 10 don't give a flyin' crap about the 'analysis' They KNOW that's code for 'sales pitch' and NOTHING more.

After the sale I send out more paperwork than usual.. 2 business cards, a flier.. a welcome letter with scheduled services (and pricing) and a copy of the 'terms and conditions' which apply to all customers, and all applications. I also include pricing for upsale services. and a short hand written thank you..

I always go do the 1st app personally, perform an analysis, and alert the customer to potential problems on the 1st invoice.. and meet the customer if at all possibl


Let me tell ya something.. We non-tru-green type LCOs take a lot of pride in our 'customer service'.. ability to perform the job above and beyond, etc.. but the more 'high end' the customer, the less they want to see from a 'service' company. They're calling you to provide a service.. not to talk to. ALL of my biggest accounts have decision makers that I rarely ever see or hear from.. most of which I've never met.

Research has shown that both residential and commercial decision makers have less and less free time, and are doing more and more business via the phone and internet. This is causing a high demand for good, yet impersonal service.

I recently baught new windows for my house.. in the end, the company I went with actually gave me a price over the phone BEFORE coming out.. and firmed it up with some quick measurements.. We took the hand written quote after about 10 minutes with the 'sales' rep.. and signed it the next day.. Everyone else just HAD to come talk to me.. But I don't have time for this crap... It took a whole day to see 3 companies.. Terrible time.. all of them with 'presentations' and energy analysis etc... It was crap from the word go.. Same thing with kitchen cabinets we just baught.. weeks dredging thru sales people.. and in the end, we baught from the company who made OUR job easy.. gave us a ballpark over the phone.. firmed it up with measurements within 2 days, and 30 minutes after recieving the final quote via email, we confirmed the order.

So my line of thinking is that our service doesn't just have to be GREAT.. but we have to also be CONVENIENT. I strive to not 'over' communicate with the customers.. if it was my choice, I could talk to them all day about cultural controls.. watering etc.. but all they care about is having a green lawn.. and when? Sooner the better..

Something else to consider.. Many customers (especially yellow page shoppers) have allready called other companies.. and they're PLANNING on calling more after you.. If you make the sale, you just beat out the competition without having to 'fight' for the business on the customers front lawn.

you should never take a hot sales lead and put it on hold.. which is exactly what you're doing when you make an appointment instead of a sale.

Ray you could not be more right. Reality is a hard concept for some to deal with.

[Ric]

Ray you could not be more right. Reality is a hard concept for some to deal with.

Tig

Yes I remember when sense was common. It appears not everyone has that Common Sense any more. BTW Nice Troll Larry.


As a one man band I keep a Blue Tooth in my ear 24/7. People will call around until they get a live intelligent human who can give them straight answers. But if I am in the middle of a treatment I continue to work because of my hands free Blue tooth. They want a price and I give them a Ball Park figure as best I can with reservations that I must see the property to confirm it. This does two things. First it is a straight answer that might lead to a sale. Second I have qualified the customer is willing to spend the money I am asking. Because I know my area, I can be pretty dead on with the price unless other factors come into play.

[Dr.Simon]

Ric, Curiosity- How old and how long in the business? And where are you located? Not a trick question. Just curious. You can private message me.
Paul

[Ric]

DR

No secret I am 68 and it is in my profile. I am back in Business for 1.5 years now after being out of business for 3 years. Before that I was in business for about 10 years and had a Nursery. And Many years ago I worked for the state of Louisiana in a Agricultural position. I am on the Gulf Coast of South Florida.