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ConsumEr & businEss sErviCEs
Getting the quote right
Providing quotes to customers is an important part of securing work and building your business, but how do you do it well? Many people will seek multiple quotes for minor plumbing work that needs doing urgently around the house, such as replacing a hot water system, fixing a broken toilet or unblocking drains. Consumers will want to see who can come within a reasonable time and for a reasonable price.
Written quotes are usually best, so it’s clear what’s included and the likely extra costs. But regardless of whether you give a quote verbally or in writing, be clear about what is and isn’t included in the quote, and give the customer an estimate of how long the job will take.
Tell the customer whether your quote includes: • call-out fees
• labour costs, and how these are calculated
• any weekend or public holiday rates.
• transport to and from the job
• time to source materials that may be required for the job
Make sure the customer is aware how you will handle:
• any changes to your quote that may arise during the job
• any delays to your quoted completion time
• late payments, and how any late payment fees will be calculated • any concerns they have about the quality of the work or materials.
Document your quote and any conversations with your customer about the quality or cost of work. On acceptance of the quote, you have a contract with your customer, whether your agreement was verbal or in writing. Under the Australian Consumer Law, you guarantee to provide services with due care and skill, which are fit for any specified purpose and within a reasonable time, when no time is set.
Remember that consumers needing urgent plumbing work done around the house are already frustrated at their inconvenience. Providing a quote that clearly sets out what the customer needs to know, and what will happen in the event of any changes, will go a long way in keeping customers happy, which may lead to future work.
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