How to Close the Deal on the First Visit

Kitchen and Bathtub Refinishing Small Business Tips

This article will discuss the strategies and tactics for closing a deal with a refinishing client on the first visit.

Not every client will decide to work with you on the initial visit, but many will. Ensuring that this can happen is a process.

This process begins during the initial phone conversation and when you schedule your visit. It includes how you build trust from the moment you arrive, what you say to start the visit, the questions to ask, and how to get a decision at the end when you hand them your quote.

The Initial Contact Phone Call

When you receive an inquiry from a potential customer about a tub, counter, or tile floor refinishing project, you must gather some essential information. You will gather their contact information such as name, phone, email, and street address. You will ask about the project they are interested in doing.

Timing of the Project

When you are on the phone with the customer, you will also ask a very important question:

“I’m curious, when were you planning to do this project? Are you planning to do this now or is it something you are thinking about doing sometime in the future?”

If they say they are planning to do this now or sometime soon you have an opportunity to close the deal relatively quickly. If they say, “It’s something for the future”, ask them, “By ‘future’ do you mean within the next month or two or could it be next year?”  Typically, if the customer plans to do this any time beyond 30 days it is probably not closable at the first visit.

If they say that this is “Something for the future” or beyond 60 days you might consider asking this question:

“I really appreciate you reaching out to me regarding this project. It sounds like it’s going to be great, but are we speaking too soon? I’ll explain. Typically, our quotes are only valid for 30 days. Our costs for material and labor are always changing. So, if you called me back in four or six months I would need to generate a new quote. I hope you understand.”

“Is there any chance you would want to do the project sooner?”

When you establish their intended timing for the project, then you can decide if you will quote it now or not. Sometimes it can be productive to give them the quote and follow-up in the future, but typically your close rate on those quotes will be relatively low.

Setting the Agenda

During the initial phone call, you will also ask the homeowner about any additional decision-makers who may be involved. That might sound something like:

“During our visit obviously, I will want to see the bathroom you want refinished. I will take measurements of the area. We will also talk about what color you want the tub to be. We can tint the coating to match your décor. We can also discuss what kind of finish you want.”

“We might discuss other options such as Inlays. That conversation will take about 15 minutes. From that discussion, I will develop a quote for the project while I am there. We will review It and we can decide if it makes sense.

Does that work for you? Any questions?”

Typically, the customer will be fine with what you have described. They may have additional instructions that you can accommodate.

Additional Decision-Makers

You need to find out if there are additional decision-makers. For that, you will ask a question like the question below:

“Sometimes when I do a project like this there is another person, like a spouse or a partner, who may want to be involved in the decision about colors, finish, or timing. Is there anyone else who you want to be there when I am going over the project with you?”

If there is no additional decision-maker, you are fine. You can skip to the next step

If the customer says some version of “Yes, there is another decision-maker”, then you will follow up with this question:

“I think it will help both of us and save us time if your spouse/partner can be there when I visit the house. As I explain our process, they may have questions about it or the materials we use.  Also, when I develop the quote, they will probably want to have input on the decision.

Can we schedule our time together at a time when your spouse/partner is available? This way we can be sure that I get everyone the information they need without extra phone calls or a follow-up visit.”

If the customer agrees that they can get the additional decision-maker to join the meeting you are fine.

On the other hand, if they cannot get the additional decision-maker to attend the meeting you will ask this question:

Well, if we get to the end of our conversation, we have discussed everything.  I have answered all your questions, and I have given you the quote, can you say ‘Let’s do it’ or will you need to review this with your spouse/partner?

If at this point the customer says, “No I need to review it with them”, you should understand that you are not going to close the deal on the project on the first visit. It may still be in your best interest to go to the visit, quote the project, and then follow up.

The Customer Visit

When you visit the customer’s home or business your goal is to be very thorough and methodical in gathering all the information you need for the project. Confirm your understanding of the customer’s preferences for colors, finish, and timing. Then you can deliver the quote and ask for the project

Arrival: You will arrive at the customer’s home or business on time or not more than five minutes early. Your punctuality is part of building your image of quality and dependability.

Greeting the Customer: Once you arrive, you greet the customer warmly. Let them know that you appreciate the invitation to their home. If their home is obviously well-maintained and decorated you may make a simple comment complimenting them on their home.

You will remember to take off your shoes or put on your protective booties. Then you will ask to see the tub, kitchen, or tile floor they want refinished.

Gather information: Once in the bathroom, you will ask the homeowner all the necessary questions about the timing of the project and their preferences for colors and finishes. You may ask them about options such as inlays or other additions such as floors or countertops. At this time, you will also measure the tub, countertop, or floor.

Review the Quote: After you have gathered all of the necessary information and made your calculations for to cost of the project, it is time to review the quote with the homeowner.

At this time, if there are multiple decision-makers you will bring them both into the space. You will explain what you will be doing and how you will do it. This includes any prep that the owner needs to do to prepare the space. You will review with the owner the preferences they provided you with for finishes, colors, and timing. As you are reviewing the program details remember to periodically ask the customer “Did I understand you correctly?” and “Any questions?”. Your mission at this point is to answer all their questions and demonstrate that you understand their preferences.

Present the Price and Time Requirements: After you have confirmed the details of the project, you will simply say to them,

“Based upon everything we talked about to complete this project I will need X hours in the bathroom over one/two days and it will cost $Y. Do you have any further questions at this point?”

If they have questions you will answer them until they have no more questions.

Ask for the Project: If they do not have any questions, your next question is:

“The only question I have is, do you want to do the project?”

They will say YES or NO.

If they say YES, thank the customer for the opportunity to work on their wonderful projects and pick a time on the calendar to start the project.

If they say NO ask them why and try to address their objection. If you cannot resolve their objection you may choose to follow up at a later time or let them know they can call you if they change their mind. If they have an unresolved objection you may not win the project.

Summary

The most important element for closing the deal on the first visit is to confirm

• When: Confirm when they plan to do the project.
• Decision-Makers: Meet with all of the decision-makers when you are in the house.
• Summarize: Summarize your quote with them face to face.
• Ask for the Business: Ask them if they want to do the project.

If you do these four things on each visit to a home or business, close rates will significantly improve.