Ghosting. It has happened to every service professional, and it’s no fun.

Here’s how it usually goes. You have been asked to give an estimate on a large job. You’ve taken your time to assess the situation, determined what it would take to get the job done, and delivered an estimate that was fair market value and good for you and your prospective customer.

And then, silence. Days pass and you never hear back. Not even an email letting you know the customer went with your competitor.

What happened? And what now?

Someone else got there first

In the home service industry, speed is critical and follow-up is key. Customers want fixes to their problems yesterday, if not sooner. If you’re not on the ball, especially if customers have reached on online on something like Angi, where many companies can vie for jobs, the early bird is going to get that worm.

Sticker shock

Many homeowners don’t understand exactly how much it’s going to cost to fix something that has gone wrong. Their unrealistic expectations can lead to sticker shock when you and your competitors give estimates about how much it will really set them back to fix what needs fixing. It might cause them to simply withdraw from the process and stop responding. Maybe they can live with the problem awhile until they can afford to fix it.

Indecision + fear of being “taken”

Home repair, whether it’s HVAC or plumbing, can feel overwhelming. That’s especially true when there’s a large price tag attached. If people aren’t familiar with what it takes to service their plumbing or HVAC, they might feel like they’re being “taken” or getting a high-pressure sell. This can cause them to hit the pause button.

How to Prevent Ghosting

Follow up ASAP

Speed wins in many instances. If you have a dedicated dispatcher or office manager, you might think about making this one of their duties. A real person following up right away is the first step to creating a great relationship.

Offer tiered pricing…

The “good, better, best” strategy allows customers to feel more in control of the process, rather than being given just one high-priced option.

…but keep it simple

Don’t pack your estimate with too many technical details. Keep your descriptions short and to the point unless they ask for a more detailed estimate.

Ask for a phone call before offering an estimate

Sometimes, customers are just trying to determine how much a project might cost before actually committing to getting it done. Give them the info they need to know, but get the low-down from them in terms of their timeline. If they don’t want to do the project now, that’s fine. Let them know you’re their go-to if and when they decide to take action.

In the end, closing that deal and getting a new customer is the goal. It’s about responding quickly with clear information and a friendly attitude!