Several years ago, when I owned my HVAC company, my son Matt, who also served as my lead technician at the time, was on a service call. Prior to calling, the homeowner had already received five quotes regarding a faulty heat exchanger. Matt went out anyway.
The call could have easily equaled no profit if Matt had simply offered a low-price bid to beat out the other five bids. That’s a great way to begin hating the business you’re in. No profit equals giving away your expertise for free, and that is not why you got into this business. Instead, Matt decided to think outside the box by diagnosing the real problem while addressing the customer’s poor IAQ. In the customer’s mind, Matt’s skill level far outweighed the other five technicians who quoted the job because he took his visit one step farther and addressed a greater issue. He showed concern for the customer’s initial pain and concern for the customer’s future health.