stillaround

As a rule I dont give free est. and have a non refundable show up fee--- but I break it if I dont have anything going, and its not too far etc...still remember that guy who said he felt he got more bang for his free estimate than his yellow page buck.
As far a s the non refundable I explain the quoted price doesnt have the travel built in so its a wash..and no additional travel fees....I'd refund if I got a lot a flak and then put it in the bid....Dont feel bad, I have to be reminded once and a while to not let a bad tone be detected.
Had one recently who said ...where are you located...I said my city and his work was 30 min. away...and he said...Oh I dont think I'd want to use anyone in another city after I told him we are there every day and do 1/3 of our work there....at which point I said....Sir, that makes absolutely no sense...have a nice day..click.

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Pipe Rat

When I was doing service work I had to remind myself more than once to be professional regarding this topic (yes its frustrating). You have to remember people have been conditioned to expect this, I dont think most of them put enough thought into the situation to even realize that it costs you money to send someone to their house. I would just tactfully explain that I have to pay my men for their time but if you could bring your broken plumbing to my shop so I can see what you have I will be happy to give you a free estimate. Most people understand you have costs associated with estimates after explaining this and have no problem with it. The others...............well they will never get it. Bye Bye

Phat Cat

Interesting post . . . I didn't see any posts above yours that suggested being a smart --- on the phone.

A proper way to do business is to answer the phone, follow your own policies/procedure, don't prejudge, and leave emotion out of it. When you have a clear policy written out, you are more apt to follow it.

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All that is necessary for the triumph of evil is that good men do nothing. – Edmund Burke

alexloramer

Yeah this is a tough one. My company actually has one person that goes out and does estimates. That's all he does. We charge a minimal fee of $20 to cover the cost of this one employee. If we do work, the fee is waved. I guess that doesn't help you much, however, maybe you could do something like keep the fee wavable and charge them a minimal fee for time of drive and then if they make you wait, for that as well. It's a tough one though.

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Was a trained plumber by age 21. I'm now 53. I haven't stopped working in that whole 32 years.
In the NYC plumbing industry you're never out of work. It's a great trade.

plbgbiz

Your right TM, the knee jerk reaction by a lot of plumbers (me included) is to go from "I want your money" to "Your not worthy to give me your money" in one quick blink of an eye.

The only purpose for the quips and retorts is to make yourself comfortable with your decision and to attempt putting the customer in their place. Both are losing propositions. The consumer already doesn't like your policy. Now they have a valid reason to not like YOU. How on earth can that ever turn out good for a business. Wish them well and move on.

Then...become a friend to a plumber in your service area that thinks he should work for free, buy him (or her) a nice lunch lunch and try to help them understand more about their business and our industry.

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John Johnson
Water Works Plumbing, Inc. - Oklahoma City, OK
Water Works on the Web
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Herk

Once they've told you that they will not pay you to come out just to look, I can imagine this conversation taking place:

"OK, how about I just send you a check?"

"Hunh?

"I'll write you a check for $40 and put it in the mail. After all, it's cheaper for me to do that than it is to drive to your house and spend an hour haggling over the price. And in the meantime, I can be busy working for someone else who knows the value of good service."