By Dave Madison
Owner, Cheektowaga, NY Plumbers

Any plumber knows it is impossible to give an accurate quote over the phone. Sure, we can give rough estimates, but nothing exact.

Still, many plumbers attempt to give phone estimates. Problem is, such a practice leaves has the potential to leave a contractor in a major dilemma when the estimate is less than the cost to finish the project.

What should he do?

Charge the customer extra? Doing so, of course, will irritate the customer, burn an opportunity to do future work for them, and risk tarnishing your reputation in the community you serve.

Charge what you estimated and take a financial loss? Not good for you, but unfortunately this is the only option if you want to build a successful business that is thought to have honesty and integrity.

My plumbing company receives calls for estimates many times in a day. We refuse to provide estimates by phone. Sometimes our policy annoys price shoppers seeking an instant quote, but the practice is much more beneficial to our bottom line.

We only provide on-site estimates. Estimates are free during the week and at all a small cost on the weekend – though if the customer chooses us to assist them, that cost is taken off their bill.

On-site estimates offer our company several advantages, including:

• Exact estimates
• Relationship building with customers
• Improved close rates

If one of our plumbers makes it to an on-site estimate, there’s a great chance we’ll get the job.

While on-site estimates cost us in terms of gas mileage and work time, we find that they are well worth the investment.