Chris Collins shares two moves for handling price objections: blame inflation and labor shortages instead of your business, then tie your price to the skill and care of your technicians. Customers stop resenting you when they see the cost comes from somewhere else.
Foreign, let's say a customer is mentioning, complaining about bringing up the fact that the price is high.
I, I would just very simply say, yeah, inflation is crazy, prices are up for everything. And they, in a light bulb goes off in their head. Yeah. Because we're not any different. And you just associate that prices are up everywhere with, why wouldn't they be up with us? Like. And then I would talk about, yeah, it's, you know, it's impossible now to find a plumber. It's impossible to find welders, contractors and technicians are really hard to find. And shine the light on the fact that the technicians are the ones solving the customer's problem. And so I did this when I was an advisor, just when I was 19 or 20. I would talk about the technicians a lot with the customers. I would say, well, I'm going to, you know, I'm going to, I want to give this to a specific tech. Or, you know, I would say this a lot. I would say, I don't want to, I don't want to rush the technician. Oh, that's a great one. Because then the customer like all of a sudden has to stop and think for a second like, oh yeah, I don't want them rushing either. Like, I want them to do a good job. And you associate taking your time and being methodical and fixing something with quality. Right. So customers are all like, I need it back by two, whatever it is. And I mean, I learned that out of trying to manage an impossible situation with a moron dispatcher with an open drive where, you know, we would bring in more cars than we could ever get done by 2 o' clock, we were calling.
Customers, telling them, I know you made an appointment two weeks ago, but we can't get it in. So, you know, out of, you know, survival, I had to come up with these sort of things to say. But they're very effective because it makes the customer stop and think. So when you bring up the fact that, you know, it's harder and harder to find good quality technicians, the customer associates quality with the reliability subconsciously of their vehicle. Right. You're in, you know, phrasing things that way is going to do a lot of work behind the scenes in the customer's mind that you're, you know, you're planting seeds that everybody agrees with. Customers aren't going to want technicians to be in a hurry. They're not going to want technicians that aren't good working on their vehicle. Right. So you're just using that association to, to your advantage. So Disassociating kind of from it and talking about, well, yeah, prices are up everywhere. Inflation is crazy. We don't know where the ceiling is or when this is going shot. But our industry is the same as plumbers, welders, construction workers. I mean, think about for our new building that we're moving into.
We've tried to have contractors, like, bid on what, you know, some, some things that we would like to do, and they're not even available. They're booked out a year, like. Yeah. Not even to do an estimate. Yeah, they don't even want to do an estimate because they just don't have time. They don't care and they don't, they don't even really want the work. In a lot of situations, they're like, well, the job's too small because they have so much demand. They're, you know, they're just doing bigger jobs.
Thanks so much for watching this clip.
Of Service Driving revolution.
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