How to Avoid Getting Shopped

As a home service professional, you know the drill. You arrive at the customer’s home, diagnose the issue, provide a fair and transparent quote, and then . . .  "Thanks so much, we'll get back to you." In today's competitive market, getting shopped by the customer is a common frustration, but it doesn't have to be. Your goal is to not just be a contender, but to be the only company the customer wants to hire.

So, why do customers shop around?

Customers shop for a variety of reasons, and it's not always about finding the lowest price. Sometimes it's a lack of trust. They might be skeptical of the diagnosis or the price and want a second opinion. They may have had a bad experience with another contractor in the past and are cautious, or, perhaps, they're simply following a habit of getting multiple quotes for any significant purchase.

Whatever the reason, your job is to change the dynamic from "let's see who's cheapest" to "this is the company we want to work with." Here are the key strategies to ensure your customers either don't shop you at all or use you as the gold standard they hold every other company to.

Be the Expert, Not Just a Bidder

Customers shop when they feel they don't have enough information. Your role is to be the trusted expert who educates them. This starts the moment you arrive.

• Honesty and Transparency: Don't just give a price. Explain the problem in clear, simple terms. Use visual aids like photos or videos from their own home to show them the issue. Be transparent about what needs to be done, why it's necessary, and what the potential consequences are if it's not addressed.
• Provide Options: Instead of a single quote, offer good, better, and best options. This puts the customer in control and frames the conversation around solutions, not just costs. For example, for an HVAC repair, you might offer a basic repair, a more extensive repair with a longer warranty, and a full system replacement with energy-saving benefits.

Respect Earns Trust

How you present yourself and interact with the customer says more than your price ever could.

• Respect for Their Home: Wear shoe covers, lay down drop cloths, and keep your workspace tidy. This shows you care about their property and are a professional, not just a contractor.
• Respect for Their Time: Be punctual and communicate proactively. Call ahead if you're running late. A simple text or call can set a professional tone and show you value their time.

Communicate Professionally & Engage Personally

Professionalism is the foundation, but a personal connection is what seals the deal.

• Professional Communication: From the initial phone call to the final invoice, every interaction should be professional. Use clear, concise language. Follow up with an email summarizing the estimate and scope of work.
• Personal Engagement: Get to know the customer beyond the job. Ask about their day, their family, or their pets. A little small talk can build a rapport and turn a transactional encounter into a relationship. This personal touch makes them feel comfortable and builds the trust that is so crucial to preventing them from looking elsewhere.

Create a "Best-in-Class" Experience

Even if a customer decides to get another quote, your goal is to make your visit the one they can't stop thinking about.

• Provide a Detailed Proposal: Give them a professional, easy-to-read proposal that outlines the work, the cost, the warranty, and your company's value proposition. This document becomes the benchmark against which they will compare every other company.
• Follow Up: A simple follow-up call or text a day or two later is a powerful tool. "Just wanted to see if you had any other questions about the estimate. We're here if you need us." This shows you're not just a one-and-done contractor but a true service partner.

By implementing these strategies, you're not just providing a service; you're building a relationship. When customers feel respected, educated, and valued, the price becomes secondary to the trust they have in you. They won't need to shop around because they've already found the best company for the job: yours.