The moment they ask what the fee is for
It covers me sending someone out with the parts and the meters to tell you exactly what is wrong. If you go ahead with the repair, that comes off the price.
That is just our standard service call fee.
You are paying for the answer, not the visit. You will know what is wrong and what it costs before anyone touches anything.
Everybody charges one.
If it turns out to be something I can talk you through in two minutes, I will tell you that and you will not owe me anything.
The fee is non refundable.
Say these before the price, not after
- What the fee covers: a qualified person, on site, with parts on the van.
- What they get: the actual fault named, and the cost to fix it, in writing.
- What happens if they book: it comes off the repair, if that is your policy.
- What happens if they do not: they keep the diagnosis and can shop it.
- How long it takes, because uncertainty costs you more calls than price does.
When they push back anyway
I understand. Plenty of places will look for free and make it back somewhere you cannot see. I would rather charge you once and tell you the truth.
If you do not want to pay it, I cannot help you.
Would it help if I told you the fee up front in writing, so there is no surprise when the tech arrives?
It is on our website.
If money is the concern right now, tell me what is happening and I will tell you whether it needs a visit at all.
Everyone pays it.
The three ways this goes wrong
- Arguing that the fee is fair. Nobody has ever been talked into believing a price is fair.
- Letting whoever answers the phone decide whether to waive it. Inconsistency costs more than the fee.
- Hiding it until the tech is at the door. That is the version that turns into a review.
When you decide to waive it
I am not charging you for this one. Here is why, so you know it is not the usual arrangement.
Fine, we will waive it this time.
This one is on me because it is fifteen minutes and you are round the corner. Next time it is the normal call out.
No problem, no charge.
The fee is not the problem. Finding out about it late is the problem. Say it early, say what it buys, and say what happens to it if they book, and most of the argument never starts.
I answer the phones for contractors and this is the script I run when someone asks what it costs. callbobai.com