Consult/Estimate

[appalachianarbo]

I just had a prospective customer balk at paying a fee for a consult. He called looking for "...an expert eye to help us with a plan to reshape the trees that are on our property and maximize what we have..." I called him back to schedule a consultation and explained that there was a charge for a consultation, which includes a written report. He said he wasn't interested in a report and didn't like the idea of paying for an estimate. I then explained to him the difference between a consultation and an estimate (which I provide for free). He said that he used to be in the service industry and never heard of the idea of charging for experience and knowledge, that it was part of finding prospects. He said he'd check with his wife to see what she thought, and maybe he'd call me back. Not that it matters much, but these people are in a very upscale gated community.

Here's my take on it: If I spend an hour on your property telling you what you need and how to go about it, yes, you are paying me for it. I'm not about to spend a lot of free time telling you exactly what needs to be done so you can turn around and hire someone cheaper to do the work.

If you ask me how much it will be to do X, Y, and Z, then it's an estimate and it's free. I'll give you a fair price.

We'll see if he calls back...I'm hoping he doesn't.

 

[Ohiowoodguy]

With the economy in the crapper, its getting more and more difficult to get $$$ out of people. Its been my experience that the more $$$ some people have, the tighter they are with it.

 

[marshall_b]

tell this guy that big lots has saws on sale for $89.00.

 

[treeseer]

He said he'd check with his wife to see what she thought, and maybe he'd call me back.

We'll see if he calls back...I'm hoping he doesn't.

The old "I'll check with my spouse" line usually means they do not know how to process the info you just gave them, and want a simpler answer, so they will find someone who tells them what they want to hear.

Yes, you're much better off without that one...

 

[ATH]

I agree with your take on it. I'd also say that he doesn't know the service industry very well:

If I ask the mechanic how much it is to put in a new spark plugs, I expect them to give me the price (free estimate). If I ask them why my car is running poorly, I'd expect to pay a diagnostic charge on top of the spark plug change.

Again: If I ask the doctor how much it will cost to remove my appendix, I expect a 'free estimate'. If I ask why I am bending over in pain, I expect to pay for a visit.

If he wants an expert diagnosis or plan, etc... he should expect to pay for it. If you want somebody's "expertise" for free......you probably end up getting what you paid for (not always, but more times than not).

 

[custom8726]

With the economy in the crapper, its getting more and more difficult to get $$$ out of people. Its been my experience that the more $$$ some people have, the tighter they are with it.

YUP!!

 

[Cbrexdogg]

The company I work for has encountered this situation several times and we are actually planning on putting a distiction between estimates and consults in our advertisements so new customers will have an idea of what they are getting and if it will cost.

 

[John Paul Sanborn]

He said that he used to be in the service industry and never heard of the idea of charging for experience and knowledge, that it was part of finding prospects.

There is some truth to his point of view.

One way to handle it is to allow a nominal fee for consultation to be applied if the consult leads to work.

Also you can explain that it allows you to put more time and thought into the process and give an unbiased opinion as to the work needing to be done. Whereas the person with the free estimate may be giving advise that is intended to maximize his profit.

 

[appalachianarbo]

If I ask the mechanic how much it is to put in a new spark plugs, I expect them to give me the price (free estimate). If I ask them why my car is running poorly, I'd expect to pay a diagnostic charge on top of the spark plug change.

Exactly.

One way to handle it is to allow a nominal fee for consultation to be applied if the consult leads to work.

That's my policy, and that's what I told him. Consult fee will be applied to any work performed totaling over $200. I've never been burned by this (i.e. customer only approving $200 worth of work to get out of paying the consult fee)

Also you can explain that it allows you to put more time and thought into the process and give an unbiased opinion as to the work needing to be done. Whereas the person with the free estimate may be giving advise that is intended to maximize his profit.

That's what I told him. I guess he'll learn his lesson when the free estimate he gets is for $4000 of unneeded work....

 

[pdqdl]

I very seldom get asked for a consultation, as that means there is no request for any sort of price quotation with my visit. A consultation in my mind excludes the probability of doing any work.

When I explain that there is a fee involved with my work, I don't leave it open, I tell them I charge $XX/hour, and that includes road time.

For those people who think that there should be no fee, I simply ask them what they do for a living. Then I put it in perspective by asking if they can do some work for me at no charge. The conversation about not charging a fee usually ends shortly thereafter.

Sometimes it is helpful to remind people that they usually get what they pay for.

 

[treeseer]

A consultation in my mind excludes the probability of doing any work.

It need not be this way. You can give objective advice and let the client decide whether or not to follow it and whether or not to hire you. I always give links to potential bidders after consultations, and the client decides whether to call them or not, or to hire me--his call, so there is no conflict of interest.

:rockn:

 

[John Paul Sanborn]

I always give links to potential bidders after consultations,

The priciest competition in town

 

[Dadatwins]

I agree with your take on it. I'd also say that he doesn't know the service industry very well:

If I ask the mechanic how much it is to put in a new spark plugs, I expect them to give me the price (free estimate). If I ask them why my car is running poorly, I'd expect to pay a diagnostic charge on top of the spark plug change.

Again: If I ask the doctor how much it will cost to remove my appendix, I expect a 'free estimate'. If I ask why I am bending over in pain, I expect to pay for a visit.

If he wants an expert diagnosis or plan, etc... he should expect to pay for it. If you want somebody's "expertise" for free......you probably end up getting what you paid for (not always, but more times than not).

Good analogy and example of the difference. The only thing I will add is I tell folks that I will charge for the consult but the fee will be deducted from the cost of the work when I do the job.

 

[treeseer]

The priciest competition in town

Bartlett is at the top of the list. due to quality, not price, of course.

 

[JohnJr]

Good analogy and example of the difference. The only thing I will add is I tell folks that I will charge for the consult but the fee will be deducted from the cost of the work when I do the job.

I do something similar on estimates(not tree work). When I do an estimate I tell peopole that I will give a verbal price on a job but if they want something on paper with measurements and specs etc... I charge $50 which is taken off the price if I get the job. Most people are very understanding when I explain that I dont want to figure a job out for some other guy