Helpful Tips for the Initial Walk-Around
You’ve come this far, and with the right focus, the job can and should be yours. If much of your contact with the homeowner up to this point has been through the telephone, it’s especially important to represent yourself professionally in person. It’s never too early to begin demonstrating your expertise; the homeowner will likely thank you with a signed contract. At this point, though, your focus should be on selling yourself and building rapport. Here are some easy tips to follow for the big day:
- Be Timely
Timeliness and consideration will help you to stand out from other contractors. Never be late to estimates. If you ever find that you are going to be late, even by 5 minutes, call the homeowner. This small gesture will get you a long way when it comes to sales.
- Dress the Part
Our goal for appearance is to look clean and professional while avoiding looking stiff and cold. We recommend the following dress code for estimates:
- Company shirt
- Khaki pants or shorts (no jeans)
- No sandals
Greet the client at the door, introduce yourself and your company, and ask all decision-makers to join you outside. Keep in mind: You are not there to sell a job, you are there to sell yourself. Typically, the more that you talk about business and the job you’re going to do, the less likely you are to book the job.
- Build Rapport
Understand that the clients are not buying a construction job, they are buying you. Look around their home, what do you see? Spend your time getting to know them on a personal level before talking about the job. Let people tell you about their lives and what interests them.
Here are some examples:
- How long have they lived at their house?
- Where are they from?
- How many kids do they have?
- Where did they go to school?
These are just a few examples of ways to build rapport. The important thing to understand is that it does not matter what you talk about, as long as you are genuinely interested. Don’t fake rapport; people can read it from a mile away.
- Maintain Control
Don’t let the client start walking you around the house and pointing out what they want to have done. The estimate should be done at your pace, with you leading the way. Take your time to explain small details so they know that you are paying attention and actually care about their home.
- Own the Initial Walk-Around
The purpose of the walk-around is to establish the parameters of the job (which parts of the house need work, which don’t, and special concerns and needs of the client), to gain their confidence (explaining process and technique, listening and satisfying their concerns/needs), and, most of all, to build rapport. We are not entering estimates with the goal of closing. It is your responsibility to develop a personal relationship rather than a business relationship with each client.
For more advice on what NOT to do, check out the following post: 7 Common Mistakes When Giving an Estimate. Good luck!
Tags: contract, conversion, selling