How to Flip a “Price Shopper” into a Loyal Client Without Discounting Your Work
Got service price shoppers? Don't despair! Offer tailored solutions & flexible options to turn hesitant homeowners into loyal customers.
KickStart: We can’t keep customers from asking for discounts. We CAN helpfully give them options.
At HFS, we’re not about theory—we live in the real world just like you do. And in this world, it’s rare for a homeowner to hear your price for a service contractor job and immediately say:
“Sounds perfect! Let’s do it!”
Yeah... right! 🙄
What actually happens? They hit you with the classic stall tactic:
“Let me talk it over with my husband (or wife, or boss)... I’ll get back to you.” Yeah... right! 🙄
What happens next? They start price shopping, calling around, looking for a cheaper deal—or worse, ghosting you altogether! 😥
But here’s the good news: This isn’t the end of the road. It’s just the beginning of a different conversation.
NEVER Give Up—Shift into Negotiation Mode
Just because they didn’t choose one of your Good/Better/Best options doesn’t mean they’re saying “no” to everything. Let’s pretend you’re a residential plumbing operation and you just presented your proposal.
When the homeowner replies, “Let me talk it over with my husband (or wife, or boss)... they are really saying: “I’m not comfortable with your price yet.” Or more likely...
Your prospect isn’t comfortable with YOU (or your company) yet!🙄 Yep, you haven't “sold ‘em on you” yet! Either way, now you have an opportunity!
So, instead of slinking away with your tail between your legs like a whipped dog, keep the conversation going with this:
“I understand. Let’s see if we can get the plumbing work you need done at a price that works for your budget.”
Now you’re not “selling” anymore—you have shifted into Collaboration Mode. You are signaling to the homeowner that you’re 1) flexible, that you 2) understand real-world budgets, AND 3) that you really want to help them.
Use Scaled-Back Options to Keep the Sale Alive
Here’s where you shift from “full project” mode to building a custom solution. You do this by asking a few smart, focused questions that help you reduce the scope of work—while still keeping your net profit intact!
🔧 Plumbing Example #1: Whole House Water Pressure Issues
You ask: “Let me ask you, Mrs. Jones, is the low water pressure affecting every faucet, or is it just the master bathroom that’s acting up?”
If it’s just the master bedroom:
“Great, if you wish we can start with just that zone—flush out the line, check the aerators, and see if that solves the issue. That alone drops your total by $260.”
Now SHUT UP! (He who speaks first loses!) Stop babbling, smile, maintain eye contact and wait...
🔧 Plumbing Example #2: Multiple Drain Clogs
You ask: “You mentioned the kitchen sink and both upstairs showers are draining slowly. Which one of these is the bigger priority for you?”
If the homeowner replies that the kitchen is their main concern:
“That’s really good news, Mrs. Jones! Let’s knock that out first. That’ll cut your bill almost in half and save you around $300! Then we can schedule the rest later if needed.” Now SHUT UP! (You get the idea!) 😁
🔧 Plumbing Example #3: Water Heater Replacement
You ask: “Is your current water heater not putting our any hot water, or just struggling to keep up with demand?”
If it’s still functioning (barely):
“You know, Mrs. Jones, we could do a flush and performance check first. That’d be a $240.00 service call instead of the full $2,000.00 replacement and it might just resolve your issues. Worst case, if it’s still not working, we’ll apply this amount toward the new install.”
You’re getting the concept! Instead of losing this prospect forever, explore and offer working solutions for both of you!
Give the “Illusion of Control” (While You Stay in Charge!)
The above strategy is so very powerful! You're being helpful while giving your prospect choices, which makes them feel like they're in control—but you’re guiding the process the whole time.
Here’s the deal- by giving this prospect the Illusion of Control you are:
Acting as a trusted advisor.
Showing flexibility without appearing “desperate”. (Even though maybe you are!) 😮
Building trust through helpfulness.
It’s not about discounting—it’s about “tailoring”. Smaller job = less time, fewer materials, and often the same or better margins.
And Here Comes the Best Part…
This happens all the time:
You show up a few days later to do the “reduced” version of the job and your new customer say:
“We talked it over and figured, while you're here, just go ahead and do the full job.”
That’s the magic of staying in the game. You gave this wavering homeowner the space to think, didn’t pressure them—and now they trust you enough to invest in the whole project!
But even if they don’t go for the full job?
You still:
Made a profit
Gained a new client
Created a positive first impression
Opened the door for referrals or future work. (The downstream income from this new client may be HUGE!)
Final Thought: Half a Loaf Is Better Than None
You’re not in the residential services industry to barely break even and/or waste your time. Every trip to a customer’s home needs to be productive. So, when someone’s hesitant, don’t treat it like a hard “NO”—treat it like a chance to adjust, adapt, and still make it work.
“Some profit” beats “NO profit”. A small win now beats waiting around for a maybe. And a new customer today could become a repeat customer—or even a lifelong Cheerleader—for years to come!
Stay sharp. Stay helpful. And never leave a house without offering alternatives that just may solve their issues. (While you still make your required net profit!) That’s how you 1) build trust, 2) close more jobs, and 3) grow a "Critical Mass” residential services business!
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