Caller's first question is "How much do you charge?"

[fastremotehelp.com]

This question is and continues to be my least favorite way to open a call. Over the years, I've tried a number of ways to handle this question:

1. We charge $90 per hour.
2. Let me first see what your situation is, and then we will work out a price.
3. I can offer you a flat rate price for whatever you need done.
4. Hmm, sounds like price is important to you, we can offer you a great price once we determine...

So far, I don't really like any of these answers! The only thing I know is, once the call starts with that question, it usually goes downhill from there. Anybody else have a great way to answer this question?

 

[NYJimbo]

If I could only pick one of your responses, I would go with #2.

It doesn't mean you have to charge a lower price, it just tells the customer you are willing to be flexible (even if you really aren't).

 

[jack-ant]

Don't answer the question about price until you have questioned throughly and listened to every detail about the issues they have then drop the price in as the last part of your proposal. If you get agreement then you make the arrangements and finish the call. It's reasonable to ignore the question initially and move in with a simple question about their issue. I agree with Nyjimbo that the price should come across as personal to the customers circumstances even if you give a generic price.

 

[nlinecomputers]

None of the above. "We charge a non refundable $45(or whatever) diagnostic fee that is put towards the final bill. What seems to be the problem?"

Or to keep it even more generic "We charge half an hour labor to do a diagnostic. What seems to be the problem you are having?"

 

[mraikes]

If you don't wish to have the "money talk" at the front end of the call, an appropriate response would be something like, "Well, that depends on the work needed and where we do it. What's wrong with your computer today?" and lead them down that path.

But if money is clearly their primary concern, then that's the first question I'll answer. If they reject me based only on pricing, then that's fine with me. Shorter conversation means less time wasted.

 

[Markverhyden]

If you don't wish to have the "money talk" at the front end of the call, an appropriate response would be something like, "Well, that depends on the work needed and where we do it. What's wrong with your computer today?" and lead them down that path.

That's my response if they do not provide any details during the initial exchange. If they call up and ask "what do you charge to do <insert something specific like printer repair>". In those situations I'll quote my standard price for whatever the task is. Usually my hourly rate of $105 plus potential trip charges. I will qualify that response with actual costs depend on the required work which may be different than what they envision. If they come back with a negotiation type response I'll continue the conversation depending on their response.

I try to steer much of the initial call away from pricing and towards what their objective is. As we all know EU's "diagnosis" are very flawed. Whether they consulted Google, their relative who is an "expert", or something else. Many studies have shown that price only negotiations usually many times do not result in a satisfactory outcome for the EU.

 

[Mainstay]

I think @nlinecomputers and @markverhyden have it.

If price is their #1 concern, get that out of the way first coupled with a "What sort of issue(s) are you encountering? Once I know that, I can give you an estimate on the repairs."

For instance, although we charge $75 / hour, a virus cleanup on our bench might run for 6 hours, but we likely aren't going to go over the 1.5 hour mark for billable. So we have pretty established prices for certain jobs... which helps to set expectations.

People feel more confident if you can quote a semi-firm price on a job... although, all that being said, we don't really know what the REAL job is until we get a look at the system, thereby giving us an out, should we need it.

I never do #2, as it implies you are negotiable and maybe your prices are bit made up.

 

[gikstar]

Well I'm sorry, but if you're just shopping 'price' then we're not the shop for you as we pride ourselves on the quality of our work at a fair price... as is attested by the 100% 5 Star reviews we have received on Yelp. If you care to bring your computer in and have us check it out for you...

 

[cypress]

I think @nlinecomputers and @markverhyden have it.

If price is their #1 concern, get that out of the way first coupled with a "What sort of issue(s) are you encountering? Once I know that, I can give you an estimate on the repairs."

For instance, although we charge $75 / hour, a virus cleanup on our bench might run for 6 hours, but we likely aren't going to go over the 1.5 hour mark for billable. So we have pretty established prices for certain jobs... which helps to set expectations.

People feel more confident if you can quote a semi-firm price on a job... although, all that being said, we don't really know what the REAL job is until we get a look at the system, thereby giving us an out, should we need it.

I never do #2, as it implies you are negotiable and maybe your prices are bit made up.

I do this as well. Had a new client call me up last week. One of the first questions she asked was my rate. I answered promptly if you need me to go onsite its 1 hour minimum. When she explained the job I said it could take 1-2 hours depending on what exactly needs to be done. I haven't seen the computer nor the other equipment. Honest and straight forward I booked the job. I ended up doing a couple more things and it turned into a 3 hour job.

Do what you can to convert that appointment. Bryce made an excellent podcast about this.

 

[wickedmojoit]

My standard answer is - It depends on the problem. Then I ask them whats going on.
After I find out what the problem is, I tell them what " it might be" but its hard to know for sure with out looking at it and suggest they drop it off so a tech can look at it. Then I tell them how we dont charge to take a look (in shop) and once we know whats wrong we can provide a price.
This system works great for us.
Not all people who start by asking about price are cheap/bad clients. Some people are just straight forward, have been burned by another tech or have enough knowledge to know that their computer isn't worth a costly repair and buying new might be a better option.

 

[calldrdave]

One quick way I deal with this is if I suspect a price conscious caller: Me-"Are you looking for the lowest price in town". If the answer is yes, I refer them to someone that's much cheaper than I aka "pizza techs" or tell them to go to Craigslist. It's win/win. I'm helpful in resolving the issue of finding a cheap tech, and I avoid a cheap customer.

 

[Mainstay]

One quick way I deal with this is if I suspect a price conscious caller: Me-"Are you looking for the lowest price in town". If the answer is yes, I refer them to someone that's much cheaper than I aka "pizza techs" or tell them to go to Craigslist. It's win/win. I'm helpful in resolving the issue of finding a cheap tech, and I avoid a cheap customer.

In theory, this should work for us here... but in practice, I get a call back 2 weeks later, "Ever since you recommended X, I've had nothing but problems! Fix it.... Now!" And they don't mean that in a general way... they mean that I got them into this mess and I should get them out (for free).

Ya... I've seen a big increase in the number of customers with unrealistic / crazy expectations.

(like the guy whole called 3 times this weekend because his internet wasn't working... when we called him back this morning it turns out he's been sitting in a house without power all weekend... and he's ****** that I didn't call him back on a Sunday).

 

[callthatgirl]

I too have found that those that ask my prices out of the gate are not for me. When they start the converation with telling me for 5 minutes of their horrific story without me interrupting, I usually have a client.

But I get it, if you're a shop or a marketing for break/fix, I think it's common for folks to ask price.

 

[calldrdave]

In theory, this should work for us here... but in practice, I get a call back 2 weeks later, "Ever since you recommended X, I've had nothing but problems! Fix it.... Now!" And they don't mean that in a general way... they mean that I got them into this mess and I should get them out (for free).

Ya... I've seen a big increase in the number of customers with unrealistic / crazy expectations.

(like the guy whole called 3 times this weekend because his internet wasn't working... when we called him back this morning it turns out he's been sitting in a house without power all weekend... and he's ****** that I didn't call him back on a Sunday).

You'll get customers like that regardless. If you can't get out there soon enough you get the same problems. "You didn't call me back in time so I went with someone else. They messed up my computer and I need you to fix it for free. It's your fault after all" To be fair though, you aren't recommending an alternate provider, you are telling them who is cheaper. Sometimes when the client answers and I tell them Craigslist, they say "Well, I want a professional." Then I can move the conversation forward.

 

[cypress]

In theory, this should work for us here... but in practice, I get a call back 2 weeks later, "Ever since you recommended X, I've had nothing but problems! Fix it.... Now!" And they don't mean that in a general way... they mean that I got them into this mess and I should get them out (for free).

Ya... I've seen a big increase in the number of customers with unrealistic / crazy expectations.

(like the guy whole called 3 times this weekend because his internet wasn't working... when we called him back this morning it turns out he's been sitting in a house without power all weekend... and he's ****** that I didn't call him back on a Sunday).

I laughed way too hard at this, probably because I have been there before. @calldrdave said it best. If they want a professional they know who to call.

 

[Richard Chapman]

I'm just starting out in break/fix, so this has been very helpful. Thanks all

 

[sapphirescales]

If they call asking about price, I try to get them off the phone as soon as possible. If they want to come in, fine. But if they're just looking for the cheapest prices, then get off the phone so my line is free for good paying customers!

 

[nlinecomputers]

I wonder how many perfectly good clients you hang up on doing that? One reason people ask price is that they have NO other method to gauge your skills. They are too ignorant to ask proper questions so they fall back on price.

 

[TechLady]

It sort of depends where they're calling from. If they are a referral, often they just want to know a ballpark to prepare themselves mentally, and they're going to go with you anyway. If they're calling cold from Craigslist...ehh, not so good.

 

[glennd]

Many people have no clue what it's going to cost either because they've never had to call on a tech before or they don't have a good grasp of the problem. They're looking for guidance on whether this is a major issue and whether they can afford it this week or wait until next payday or write the thing off and get another. I try to give guidance over the phone whenever possible but I'll never commit to anything until i get it in my hot sweaty hands.