Matt, How Do You Deal With a Customer That Wants an Itemized Breakdown?
In this edition of "HVAC Skill Builder," Matt discusses how to deal with a customer that wants an itemized breakdown
Matt, how do you deal with a customer that wants an itemized breakdown? Well, if a customer wants an itemized breakdown, if your company is set up that way, just give it to them. If you're set up with a flat rate model or what we call menu pricing, I would suggest that you explain to them that the pricing is set here for a reason, meaning that we're going to charge you to put in this part and regardless of how long it takes, your price is going to remain the same regardless of the time. Now, if they're really insistent about that and want to try to get it out the technician, I would recommend that you call your manager, if you're a service technician, have the customer, excuse me, have your manager and customer on speaker phone so can hear everything to let them know that you're operating in a transparent manner and have the manager let them have a call with that customer because sometimes it's not as easy as giving a price breakdown however some insurance companies do want a price breakdown if there's an issue with the equipment and again if you're set up give it to them if not I would say you need to send that off to your manager and become a client advocate and help get that issue resolved.
Matt Akins is the Manager of HVACR Technical Education at ACCA.
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