ours is "prompt service, fair prices, honest work"
I try to deliver on that. My prices certainly arent the cheapest, and I don't compete on price. I tell that to customers straight up. Some simply are looking for the cheapest price. You don't want to waste too much time on those quotes. If you're not competing on price, and are quoting a job to a customer who values quality, those types of people make the decision on whether to use you or not before they've heard your price. The trick is figuring which type of customer you've got before you spend half an hour there.
I start by listening. When I get to the site, They take me to whatever they've got that needs doing and I tell me what they need. I then ask a simple question like "what are you planning on doing with this area once the tree's out", or "how long are you planning on living here?". The answer to those questions usually tells you which type of customer you've got, and lets them know that you're not just there to make a quick buck.
If you've got a keeper, spend some time there and demonstrate your knowledge and skill. I dont go giving out details of how i'll do the job, but I do show that I know what I'm doing... like "We can do some weight reduction on this branch since you're planning on living here until you retire. I can take 15% off these 2 branches here, thin out this area a little so you'll get some winter sun, and take out that other crossed over limb. You'll want to leave this for a couple years after, but it's still not fully mature and its vigorous so it will recover just fine. In the long term we'll bring it into a better shape, and the way we cut the tree it won't sprout back and turn into a bush like that tree over there (pointing out a bad tree)".
Don't give details on how you make the cuts though, or where. You don't want to demystify it too much ;-) I also give out some info on what other trees they have, anything that looks like it will be a future problem like large invasive trees that are small at the time of quoting etc. I do a bit of fruit tree shaping, so I point that out if they have fruit trees. I upsell a bit of work this way, or keep my price high and throw in a little pruning for free which makes it hard to compare my quote to other guys who just came and said "I'll cut it down for $1000". Because I've offered a different service/work, its harder to compare my price directly.
If you feel they're the 'price matching' type, don't give a written quote. I often write my price down on the back of a card, with not too many details but I record the quote carefully on my quote sheet. If they decide to go ahead I do a detailed contract. If I feel they're fishing, I give them a verbal and if they ask for a written I go with "oh we don't do written quotes. We do full contracts before work commences if you'd like to go ahead and we don't ask for a deposit. You wouldn't believe it, but some people call me out just to get a written quote so the next guy can undercut it! (that often shuts them up)." If its totally obvious that they are going to go with the cheapest price (not me) then I just lay it out like; "There are plenty of guys out there undercutting each other and doing bad work. I don't compete with them, so if you're looking for the cheapest price it's not me. If you need a quote though, I'll write any number you like on my card. Those other guys don't know how to quote, they just beat any written price. Even if I write $1, they'll do it for .80c". Then I write down a ridiculous number, like $150 and free stump grinding for a $1000 removal. Why make it easy for the hacks? They've got to learn ;-)
Shaun
