Bill BrownFounder of ServiceTitan Hacks community (9k+ pros) | INC 5000 Contractor | Helping contractors win with AI & Automation

Handling Price Complaints

17 Oct 2024

Watch on YouTube

The speaker offers a short, ready-to-use script for handling customer price complaints in a heating and air conditioning business. The recommended approach is to explain that listed prices reflect real operating costs (revealed through the accountant) and include a stated pre-tax profit margin ("15% pre tax profit"), and to offer to show a cost breakdown to the customer if desired.

So whenever I got a price complaint from a customer, here's a strategy that I found effective. I'd say, Mrs. Jones, I wish I could charge $125 to replace your capacitor and still stay in business. However, the cost to run a legal, licensed heating and air conditioning company are even way more than I thought until my accountant showed me. Now, the price is set to cover all of our costs plus 3 15% pre tax profit. And if you want me to show you the breakdown of all of our costs, I'd be happy to.