How to Handle Client Objections

Let’s face it, as an entrepreneur and solo business owner you need new customers. You can admit that by now. Even when you have access to red-hot leads, you have to have a plan in place to know what to do to get and maintain new customers. As a business owner, you probably already have some good customers right now – they are awesome, loyal and your bread and butter. You’ve probably also enjoyed a few good referrals that were garnered from those customers as well, and to tell it, life is pretty good right now. But is it?

If you are expecting our business to rest on its version of the status quo, you’ll need to think again. There are new companies just like yours in your industry and region popping up every day. Solo business owners who can do exactly what you do are out there too – and all for roughly the same price for services that you offer. All things being equal, some of these competitors will steal some of your customers over time. Yes, the loyal ones that you have serviced in the past will be in that number too. The time has come, you need to et more fresh new leads. That time is now. And once you get these rock-solid leads, you need to know what to do with them, as in: how to close these leads to become new customers as anchors for your growing business.

There is only one thing that will stop a customer from boking your services, and that is the customer objection. Customers object for a multitude of reasons. A customer will say “no” to a salesperson or business owner for good, bad or no reason. Even if a customer needs water remediation right now, that customer could put up a fight, throw objections around like punches, and completely resist the whole deal.

So, how should you get around this problem? Well, first let’s look at a few major objections and review how you should overcome them with the customer.

 1.  The service is too expensive.

 2.  We don’t have any money.

 3.  We’re going to shop around for a better price for these services before booking.

Starting with objection #2, “We don’t have any money,” let’s look at how to overcome this with a customer on the phone. If the customer has called you with an estimate request, or you have called the customer back to schedule or provide a consultation for services, the customer has figured out that your services are not going to be for free. You should never feel bad about discussing the full price and cost of your services to a customer, and don’t feel compelled to make unwarranted deep discounts if the customer cannot afford your service right now. If this is the case, you can always reschedule for when the customer has more funds to pay for the services at a later date.

Next, with objection #1, the customer may have missed your presentation on the value of your services, how you are highly likely to resolve their problem, and how you are available right now to remediate damages to their home or office property. Any time that the client feels or says that your services cost too much, that customer does not see the value proposition in the services that you are offering. You should re-visit telling this client of how the benefits of using your services will completely resolve their issue, and that you are available now to perform the service to their satisfaction. If they still don’t pick you, it may be as a result of objection #3.

The objection #3 reason for not getting booked by your customer is that the customer wants to price-shop your services with other providers of the same service in your area. If possible, don’t let this happen. Understand that there will be competitors who under-sell, underprice or under-bid you, but don’t go into a pricing war with yourself in a paper bag! Odds are that if you have a fair market price adjusted for your services fees, the customer will know this and chose you fort heir water damage, restoration or other repairs.

When you need water damage leads, plumbing leads, water restoration leads, water damage marketing, plumber marketing or restoration marketing, just give us a call. We are here for you are ready to help you take your service business to the next level.