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Post-Purchase Reassurance

Discussion in 'Landscape Lighting' started by pete scalia, Feb 24, 2008.

  1. pete scalia

    pete scalia LawnSite Senior Member
    Messages: 960

    You've just sold a large job and walked away with a healthy deposit check

    What are you doing right after the sale, if anything to make sure your customer doesn't get buyers remorse.
  2. lifetree

    lifetree LawnSite Fanatic
    Messages: 5,369

    Making sure I cash the check as fast as Ii can so he can't put a stop payment on it ... LOL !!
  3. pete scalia

    pete scalia LawnSite Senior Member
    Messages: 960

    Good point , but besides that. Even after cashing the check in NY state the buyer has 72 hours to cancel without penalty if you make the sale in their home. Some crazy home improvement laws set up by the department of consumer affairs to protect the public from unscrupulous contractors.

    What are you doing to prevent second thought on their part, if anything?
  4. Az Gardener

    Az Gardener LawnSite Gold Member
    Messages: 3,899

    This may sound like a joke but I am serious. Give them an out. Make sure this is what they want to do. I use a technique called reverse sales where I sound like I am trying to talk people out of buying from me. :dizzy: I point out that its a lot of money I ask them if they are really getting value for their money "Yes that will look better but is it really worth an additional 400 to light this one tree?"

    Peoples natural response is to do exactly the opposite of what you as a sales person are offering. So use this to your advantage don't fight human nature. This is a proven sales technique taught at the Sandler Sales Institute. Of course there is a lot more to it and it works well. When you leave with a deposit you can be sure it is a done deal.
  5. pete scalia

    pete scalia LawnSite Senior Member
    Messages: 960

    Why in the world would you want to reinforce a negative thought in a prospects mind? I've been taught to acknowledge but never support an objection that is unless you truly do think it's not right for them.
    You tell them that it's alot of money for an extra light and question them as to it's value?
    Don't you think this undermines your doctor patient relationship?

    What would you recommend an extra light for and then put doubt into a prospects mind as to whether they will get value from it?

    I just don't understand this reverse psychology. I would think that if your prospect trusted you that you wouldn't need to use reverse psychology. If trust is missing from your relationship there is going to be a very rough road during the install and rest of the relationship.

    Also the fact that you are saying that it's alot of money is imposing your opinion on the prospect. What may be expensive to you may not be to them and vice versa.

    I respectfully disagree with this tactic.
  6. Az Gardener

    Az Gardener LawnSite Gold Member
    Messages: 3,899

    Human nature at work. Ok I don't blame you. I don't use every technique I am taught just the ones that work for me. So try this technique or some variation of it whatever you feel comfortable with next time you have a demo or appointment that is not going your way. Just another tool to have in your bag.

    I know it sounds stupid but it works.

    Not all prospects are going to trust you. Show them how good the light looks then take it away from them, see how fast they want it back. Then they are buying, you wont have to sell. I don't have a Dr. patient relationship, but that souns like a different sales technique.
  7. pete scalia

    pete scalia LawnSite Senior Member
    Messages: 960

    I agree with your last message the takeaway selling part which is that people typically want what they can't have
  8. Team-Green L&L

    Team-Green L&L LawnSite Bronze Member
    Messages: 1,775

    Pete, this is a great thread. I hadn't put a lot of thought into this subject. I will have to sit down and ponder on this for a while, but I will keep my eyes glued to this thread.
  9. Pro-Scapes

    Pro-Scapes LawnSite Platinum Member
    Messages: 4,180

    If they want out before I order materials or lay expenses out of pocket so be it. I have never had a client back out. Not sure if its because I put my clients at ease that I will not accept final payment until they are completly happy or if.........?

    It's not for everyone. I make that clear during the consult. Our systems are for thoes who want value and something special they wont get with one of the big landscape firms who also toss in lighting. If I have already ordered materials or used the deposit twoards the project in someway but someone wanted to back out they would get a refund prorated against the work/expenses already incured.

    If someone does not want my systems I do not want to install them. No need for sour grapes.
  10. INTEGRA Bespoke Lighting

    INTEGRA Bespoke Lighting LawnSite Platinum Member
    Messages: 4,102

    I would think that if you are doing your job properly this issue would never come up. I have never had a client "want out" after the contract is signed. Usually my clients are very excited and filled with anticipation.

    I would be rather shocked to have a client sign a contract for 10's of thousands of dollars, only to 'change their minds' shortly thereafter. If it were to happen before materials were procured, then I suppose I would hand them their money back and walk away. If the materials are on hand, then I would create an "exit agreement" have them sign it, keep the 50% deposit to cover my expenses, and walk away.

    If you are at risk of this situation ocurring, I would suggest you do a better job of qualifying your clients and selling them what they need, want and desire.

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