Sixth and final entry into our series of examining billing practices in the HVAC and Plumbing industries.

Scenario:  Why do I need to use Flat Rate books?

Personally train your technicians how to use the flat rate pricing book.  Proper use of the book is very important.  We recommend a weekly meeting with role playing.  Either you or your service manager should prepare some repair scenarios and have technicians find those repairs in the book.

The last point is key.  Probably the biggest mistake that technicians make is leaving the book in the truck.  Why is that such a big deal?  Because the book is more than a pricing tool.  It’s a calling card and a sales piece too.  There is something powerful about the printed price.  It says to the customer ‘I am getting the same price as everyone else.”

Proper use of the book is also a great way to sell maintenance agreements, if you’re in that business.  When customers say to the tech, “How much is it?” the proper response is :  “I don’t know, why don’t we look in the book.”  They should point to the price in the book and make sure the customer sees the preferred rate printed right alongside.  You want the customer to ask, “Why don’t I get that price?”  Answer:  “That price is reserved for our maintenance agreement customers, would you like to know more about them?  Properly used, your maintenance agreement sales will soar.