Back when I managed a contractor's front office we had a lot of conversations regarding high/low probability leads and how to best identify and handle them. In my own experience I have found there are a few "tells" customers present that can save a lot of time. I allowed my guys to use their discretion but after we started qualifying our prospects better there was a noticeable decrease in "useless leads" gripes. And eventually we noticed less "problem child" jobs.
Even the best radar can be tricked but these are the ones that I never pursue.
- Customer can't meet at the property, ever. I always try to walk a job with the customer. A motivated homeowner will always have time somewhere in the week to be available.
- The customer confirms the estimate is free within the first minute of the call and then keeps verifying, If I have to promise a fee estimate twice in one call, I'm suddenly too busy to take the work. It never fails that this job is going to a brother in law or whatever and you're there to keep him honest.
- A detailed itemization is required, including brand names. Again no work here, someone's trying to get you to do the takeoff so the B.i.L. doesn't have to think too hard.
- Similar to above, a "report" of some kind is requested stating condition or describing specific defects or other issues. Real customers want to know what's being done and how much. That's it.
- Customer talks about money before the job. Or wants to know if I will "beat his best estimate".
Probably wouldn't have screened the above mentioned homeowner but in his case I would have asked in detail about the status of the first bid before ever making a second appointment, then I would have told him I expected to get some work out of him or I' have to explain to my wife how I let a guy waste my time twice.
I know I'm a bit hard on prospects. Sales managers hated me. But the numbers speak for themselves. Unless you are in dire need of work, it's not wrong to set standards for who you work with. I found that I have a higher closing rate, on more profitable work, with much nicer clients when I'm a little demanding. And I'm hardly ever p.o.'d at myself for chasing a useless lead. Let the goofy contractors have the goofy clients they deserve each other.
Since I started doing my own thing a few years ago I have been burned exactly once. My mistake for taking sub work from an outfit that has a "best price" policy.
Of course if you're into a different thing the rules change but I work on residential repairs and rehabs, usually pretty custom stuff and the people that hire me fall into a fairly narrow definition. But it's never wrong to tell a customer no, or make them earn the privilege of your time.
