Franchise location guide
A lead just came in. Now what?
You already know what they want, what they chose and what price they saw. Here is how to use that instead of starting the conversation from scratch.
Ring them the same day, ideally within the hour. Read their answers before you call so you can open with something specific. Talk about the range they were shown rather than pretending you have not seen it. Speed matters more than polish.
Before you call: read what they told you
The notification links to their results. Open it. In thirty seconds you know the job, what they selected, and the range they were shown.
That changes the opening line completely:
The second one tells them you paid attention before you picked up the phone. It also skips the ten minutes of questions they have already answered.
Call the same day
Speed is the whole thing. Somebody who ran your estimator this morning is comparing options this afternoon. A call two days later reaches somebody who has already booked with whoever rang first.
If you cannot ring, text within the hour and ring later.
Hi Sarah, Dave from [your business]. Got your estimate through, thanks. On a job until 4 but I will ring you after that. Anything urgent in the meantime just reply here.
Talk about the range, do not dodge it
They have seen a number. Pretending otherwise makes you look evasive. Bring it up first.
So the estimator put you somewhere between $9,500 and $13,000, which sounds about right for what you have described. The thing that will decide where in that range you land is what we find when we lift the old material. Does that range work for what you had in mind?
Three things are happening there. You confirm the estimate rather than undermining it. You explain what moves the number. And you ask a question that tells you whether this is a real job or not.
Say estimate or range, never quote. A quote is a fixed, binding number. What they saw is a range, and it can move once you have seen the job. Using the wrong word sets up an expectation you will have to walk back later, and that is where the awkward conversations start.
If the estimate was wrong
Be straight about it. "That range is lower than I would charge for this, and here is why" is a survivable conversation. Turning up and adding 40 percent is not.
Then go and fix the pricing, because it will happen again. Your numbers look wrong →
What a normal week looks like
- Not every estimate is a job. People price things they are not ready to buy, and that is fine.
- Some will be far outside your area or your services. Cheap to find out.
- The ones who complete it and answer the phone are usually further along than a form fill.
- If nobody is completing it at all, the problem is upstream. See promoting your estimator.
Should I ring or email first?
Ring. Email if they do not answer, and text if you cannot do either. The person who makes contact first usually gets the job.
What if my price ends up higher than the estimate?
Explain what changed and show them. People accept a number moving for a reason. They do not accept it moving without one.
Do I have to honour the range?
It is an estimate, not a quote. But if your final price is regularly outside it, your pricing needs adjusting rather than your explanation.
Can leads go into my CRM automatically?
Usually. Some brands run this centrally, so ask who owns it before setting anything up yourself.
Not getting notifications? Email [email protected] with your location code.