The moment you realise the address is outside your area
You are just past where I normally send a truck. I can still come out, and I want to be upfront that there is a travel charge and the window is later in the day.
We do not go out there.
That is outside my area for a small repair, but for a replacement like this one I can make the trip.
Let me see what I can do and get back to you.
I am not the right company for that distance, but here is who I would call if I lived there.
Sorry, cannot help you.
Decide these before the call, so nobody improvises
- Where the edge is: the towns or zip codes in, and the ones out, written down.
- Which jobs justify the drive: replacements and installs, not a quick filter change.
- What the trip costs, as a fixed charge, not worked out on the phone.
- Which windows edge jobs get: first or last of the day, so the route still works.
- Who you refer to when the answer is no.
When they push back on the travel charge
That covers the drive, not the work. The repair itself is priced the same as for anyone in town.
Everyone outside the area pays extra.
If the charge does not work for you, the company I mentioned is closer and will not need one.
Take it or leave it.
The three ways this goes wrong
- Saying yes to be nice, then booking it into the middle of a full day of closer jobs.
- Saying no to a job you wanted, because nobody decided where the edge really is.
- Adding the travel charge at the door instead of on the call. That is the version that turns into a review.
The edge of your service area is a business decision, not a mood. Make it once, say it clearly, and both the yes and the no leave the caller looked after.
I answer the phones for contractors, and I check the address against the service area before I book anything. callbobai.com