Pool and Spa


Flat Rate Pricing– The Key to Professional Service

If you’ve been servicing the public in the recent past, you may have been offering your customers an hourly service rate with a “Service Call” charge which pays for you to travel to the customer’s home and do a nominal assessment of the problem they have called you out for. With flat rate pricing, you will no longer charge the initial Service Call.  You’ll use a Diagnostic Charge.

 

Mike Hajduk, President, Callahan Roach Business Solutions presents how to do this in three easy steps. 

 

Step Three: Conducting a Good System Diagnostic

 

The next thing is that you have to DO a good system diagnostic. We’re not suggesting that you merely add a diagnostic tax to every service order. Actually PERFORM the necessary tasks to do a professional determination of the status of your system.

  • Ask the customer how the system is performing.
  • Check all power connections.
  • Check all safety situations.
  • Check the cleanliness of the coils.
    Look for building anomalies.
    Take a step back and look for design problems
  • Look for duct leaks.

 

All these items are what good heating and air conditioning companies do on EVERY service call.  They take time. Time is money. And unless you actually perform them, you are not really doing what your customer expects from your company. Tell them the things that you WILL be doing.

The change in your business method of operation may feel a bit uncomfortable at first. Most new things you do are. But not only is it what your customers WANT, but it’s also PROFITABLE


Flat Rate Pricing – The Key to Professional Service

If you’ve been servicing the public in the recent past, you may have been offering your customers an hourly service rate with a “Service Call” charge which pays for you to travel to the customer’s home and do a nominal assessment of the problem they have called you out for. With flat rate pricing, you will no longer charge the initial Service Call.  You’ll use a Diagnostic Charge.

 

Mike Hajduk, President, Callahan Roach Business Solutions presents how to do this in 3 easy steps.

 

STEP 1:

 

First of all, customers DO NOT like the notion of Service Call charges, Trip Charge, Show up charge, Truck Charge or any other name we give to the costs incurred for you to send a service tech to a customer’s home or business. While these are REAL costs, the customer still doesn’t like them. In fact, out of guilt, or in the perception that you will lose customers, you may even waive your service call charge if the customer agrees to the work you recommend.  Well, that’s unprofitable and tips your hand to your customer that you are willing to compromise your rates.

 

So, let’s give them what they DO like. 

 

They like a Diagnostic. It makes sense to them.

A diagnostic is simply the professional assessment of not only the apparent problem, but also the Root Causes and other problems occurring in the system.  What customer can argue with that?

You owe it to your customer, and your customer expects you to be a professional diagnostician, so by doing a diagnostic is the ONLY way to service your customer.


Next  Blog – Step 2: “How do I present the diagnostic as a charge?”


Now Is the Time to Dive In

Dive In - Pool Service Tips

It’s June in North Texas, 100° days are just around the corner and people are thinking about swimming pools. If you are a swimming pool contractor, chances are your business is pretty hectic right about now. So if I said this was an ideal time to be marketing and building your business, you would probably tell me I’m crazy. After all, you have your hands full just getting to all the service calls. But what’s going to happen four months from now? Things will start to get slow and you will have to again settle for the feast or famine that is the pool business in late fall/winter. It doesn’t have to be that way!

How many consumers have either the will or knowledge to take care of their own pool? How many times have you been called out to make a repair because the homeowner did not take proper care of their pool? When do you find these homeowners? Typically it’s not fall or winter, but right now in the heart of the summer when homeowners experience failures brought on by aging equipment or improper maintenance. Think of every service call you make during the summer as an opportunity to build a long-term relationship with a homeowner and their pool. Don’t just make that service call, spend a little extra time during the call to learn about that customer, positioning your company in the forefront of their minds for service and ongoing maintenance. Marketing back to these customers in the slower time of the year for your business may yield surprising results if you sow the seeds properly right now.