call out / labour fee phone speech ??

[funkyboogy]

anyone got a good speech that they say to customers re fees..

we tend to do not to bad – with what we say but there a lot of customers get put off when they here call out fee …they dont even listen to the rest of the conversation …

we basicaly have a one of fee which covers call-out and any labour required – parts extra .. sometimes i feel this is an awfull lot to get over to some customers and kinda puts them of …

does anyone else have the same fees , and if so how do you get your point over with putting / confusing customers ..

cheers ally …

[bazza500]

Re: call out / labour fee phone speech ??

We just tell them ” the total cost of your repair will be £58.80 plus parts”.

Most people don’t even ask.

[funkyboogy]

Re: call out / labour fee phone speech ??

yeh dito most people dont ask , most of our phone inquiries are via our web where our fees etc are explained ,

sometimes i feel the girls in the office dont really get the message over when i listem to them .. but there a few times when customer are looking for free estimates free this free that and thats where they dont get the chance to explain ..

i was just wondering if someone has a script i could utilise and give to our office staff .. so they dont deviate ..

i now i should be able to do this myself – but that what ukw is all about and im sure someone has a very good line they give to phone customers ..

cheers ally

[EFS]

Re: call out / labour fee phone speech ??

I quote a fixed fee labour rate based on postcode and type of appliance starting at £40 for closest jobs where there is a lot of local competition and up to £90 for more distant jobs but any more distant calls I would be more expensive than manufacturer service and I advise accordingly.

I took a call last week from woman last week who explained the faulty appliance in great detail and asked advice.

I told her that she would need a visit to diagnose fault and she asked the usual “Do you have a callout charge?”.

No says I its a fixed rate labour charge which covers the cost of the repair including a second visit to fit spares but not cost of spares.

“But what if its not worth mending?”

Its a fixed rate charge says I

“You’re a rip off merchant” and hung up.

Good job I didn’t tell her I was laid out on a sunbed at a 5 star hotel in Gran Canaria when I took the call 😈

Steve

[Martin]

Re: call out / labour fee phone speech ??

funkyboogy wrote:and im sure someone has a very good line they give to phone customers ..

Ok, I don’t mind you borrowing my speil funky….go for it!:wink:

“….Our charges are based on an extremely competitive ‘fixed rate basis’ which is a one-off fee that covers our call to your home and all labour costs involved. The reason our charges are as low as they are reflects the experience we have in resolving appliance problems quickly and effectively, we cannot be matched, our reputation is your guarantee…………..!”

[bazza500]

Re: call out / labour fee phone speech ??

Oh yes I can see how that long winded speech will work….

Our charges are based on an extremely competitive ‘fixed rate basis’ which is a one-off fee that ….click….prrrrrrrrr

[funkyboogy]

Re: call out / labour fee phone speech ??

cheers i will your wisdom on to office staff.

i suppose if we were purley set up for chargeable work we would be more switched on re speech etc ..

maybe i should have a recorded message which will reed out the rubish b4 we even speak to them ??

[eastlmark]

Re: call out / labour fee phone speech ??

Most big companies have all that sort of thing on a recorded message played after you have talked to a human, they know full welll no one will ever listen to all of it.

there is loads of stuff that needs to be said officially, cold cooker advice, payment methods etc but the customer generally only hears what they want to hear no matter how its put forward.

[funkyboogy]

Re: call out / labour fee phone speech ??

yeh it is a bit of a problem , ie you dont want to bombard new customers with all your t&c , and fees.

tbh i have ahit list of appliances- areas we dont really want the work anyway ..

most customers accept your fees are what they are – but i still feel with the ones we go to are unsure of what they still have to pay ie sometimes i get asked if they need to pay a further call etc .. maybe they just not listening ..

ally

[robbra]

Re: call out / labour fee phone speech ??

I’m just a one man band but always say “I’ll tell you my charges. £20 for an estimate plus another £25 to complete the job plus parts, no vat.” It is another £10 for built in on both counts. Never seems to put people off and leaves no room for argument. Do make a fair bit on parts though.
I’m always being told I’m cheap. 😳
Rob

[Jonah]

Re: call out / labour fee phone speech ??

We don’t work for nothing, Tesco’s don’t ask you to pay a bit later so we don’t end of 😀

[funkyboogy]

Re: call out / labour fee phone speech ??

not really what thread is about jonah , but thanks for that

lol …

you are correct we dont work for nothing ,

re parts , you got to watch now as most customer check prices online etc , so mark up can sometimes be an issue ..

tbh in general we normally get 80{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} of customer who phone 10{e5d1b7155a01ef1f3b9c9968eaba33524ee81600d00d4be2b4d93ac2e58cec2d} are free estimate brigade and the other 10 well they may be customer we scare away with speech … which brings me back to orig post

does anyone have a speech ………

[leavemetogetonwithit]

Re: call out / labour fee phone speech ??

I only state my charges if asked or if I have any doubt that they may be able / willing to pay or if I think they sound like the sort of people who may be expecting a free call. If they ask, and it’s a job I’m keen to do (e.g. two doors down, WM series interlock) then I divert the conversation by asking more details about the fault etc. By the time they’ve answered my questions they have usually forgotten about cost (which I then tell them anyway, since they asked); they want me to do the job. I think most customers can sense I’m interested in the appliance and keeping it running if not BER, and that with me payment is not at the front of my mind. If it’s a job I’m not keen to do (e.g. Indesit F8 10 miles away) they get full info about likely repair cost before anything else!
I don’t know if that is something you can achieve so easily in a larger business.
Mike.

[Martin]

Re: call out / labour fee phone speech ??

funkyboogy wrote:does anyone have a speech ………

Here’s my rap version……

“We is the cheepest in da land
Put a pony in ma pocket ‘an iz fix it grand
If itz busted bad and can’t fix it then
Jus cross my palm with a speckled hen!”

[funkyboogy]

Re: call out / labour fee phone speech ??

martin what eva you on … get off it

[Author]

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