Good Thing You Don’t Give Out Prices Over The Phone...RIGHT!

February 15th, 2017


Hi, can you tell me how much it will cost to install a 40 gallon water heater?


Don't Give Your Prices Over the Phone?


How many calls a day do you get that ask these questions! I can only hope that you are not giving your customer a price over the phone. There are so many reasons as to why you don’t give out prices over the phone. Here are just a few reasons:

  • Your competition is the one calling so they can underbid you on your next job.

  • Your potential customer is price shopping for the lowest price.

  • You have employees sitting around the office doing nothing. Let them price it out.

  • You have no idea what the job entails.

  • You have no opportunity to build a relationship with that customer.

  • You don’t even know where the customer lives. 35-50 miles away?

  • Are you going to stand behind the price after you find out you have zero access?

  • Does the current repair need a major code upgrade?

I could probably list 20 more reasons as to why.  By not giving your prices out over the phone will benefit you in these ways:

  • You competion will never know your prices.

  • Customers won’t be able to compare your price to your competition.

  • Utilize your employees, give them the opportunity to sell the job.

  • Visiting the job you are able to give a firm well informed price.

  • You have built a relationship with a new customer who will call you back for your selfless time spent.

  • After driving 50 miles you may be able to charge a trip charge due to the distance built into the estimate.

  • Come to find out, with current codes, that job is now 3 times the price because you have explained to the customer that the repair is out of code and has to be tackled a different way.

So, how do you divert the customer who demands a price over the phone. Secretary, office manager, owner or tech depending on who answers the phone can give this reply.  We will use a secretary in this instance.



Secretary - “Thank you for calling Bakers Plumbing, this is Holly, How may I help you this morning?”

Customer - “I would like a price to install a 40 gallon water heater”.

Secretary - “And whom do I have the pleasure of speaking with this morning?”

Customer - “This is Frank”

Secretary -  “Hi Frank. If you could just give me your address and a phone number We could have a plumber out to give you a price around 1pm today, will that work for you?

Customer - “I just wanted a price, I don’t want to waste anyones time”.

Secretary - “Oh, You’re not wasting anybody's time. We would appreciate the opportunity to provide you a price that is specific to what you need done. All estimates are cheerfully given!”


Giving prices over the phone is a “no-no” for any service or sales profession. Call it one of the Golden rules to abide by. Subscribe below to get more articles that come out twice a month regarding service industry standards, outspoken comments and things you won’t here about in general community round table meetings.


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