De-Escalation
I saw some bad reviews online
I understand you saw some bad reviews. No business is immune to online criticism, fair or unfair. What matters most to us is how we respond, communicate, and take care of customers. We work hard to be transparent, improve every day, and stand behind our work. Even Disney World has bad reviews, and that's the happiest place on earth. What are you thinking about doing with your bathroom?
We just bought the house
Congratulations! Have you closed on the home?
If YES- confirm paperwork is signed and they have their keys
If NO- ask them if they have a closing date set
I don't know my spouses schedule
1. I know it can be tough to coordinate a time that fits both schedules which is why we also offer evening and weekend appointments to help make that easier for you both. What time is everyone typically home together?
2. I understand that you need to check with your spouse. However, I do not want you to miss out on our best promotion of the year (promotion). You said (Day/time), typically works best for them as well, correct? I am going to put you both on the calendar for (day/time). We will give you a courtesy text the night before and a call to confirm as well, fair enough?
Can you call me on the way
Due to hands-free cell phone laws, we ask our specialists to stay off their phones while driving. However, this is a set appointment so you can expect them to arrive promptly at (Date/Time).
Just give me a price
1. We get that question quite a bit. However, because each project is custom to your home and every bathroom set up can be a bit different, each price is not the same. I can send one of our specialists out to give you a free quote.
2. We value our customers at Premier Home Pros. So, when you get a price, we want it accurate down to the dollar that way you can appropriately plan for your bathroom project
I didn't submit my information
It looks like we received your information online,
what were you looking to have done?
Call me back later
1. I would be happy to call you later, but while I have you on the phone
2. It will take me just a moment to get you on our schedule
My spouse does not need to be there
1. During the estimate we will be going over a lot of information and there are many choices to be made such as color, style, and design. We will also be going over any promotions and even financing options if that’s what you are looking for. So, we do require all spouses and decision makers to be present to ensure
all questions are answered.
2. We require all decision makers to be present at the estimate because there are several promotions our design specialist can offer. Your spouse may qualify for some that you may not qualify for and vice versa. We want to ensure you receive all available cost savings.
3. I can appreciate that, but our design specialist runs a tight schedule and with the many questions and decisions that come with this type of project, we need to be able to answer all the questions in one sitting.
4. I appreciate that you want to handle this yourself, but there may be questions that your spouse would like to ask, most homeowners ask that we schedule a time their spouse can at
Where are you located
We do have a warehouse in (Office Location), however, the design specialist is local to your area.
You guys are always calling me
I do apologize, we were unsure of the best time to reach you so we do try at various times throughout the day. While I do have you on the phone, can you tell me a little more about your project?
Take me off your list
I’ll be happy to place you on our Do Not Call List so that you don’t receive any more calls. Have a nice day.
Call me back (season)
I can understand why you would like to wait until (season). The great thing about having one of us stop out now is the estimate that you receive will be good for a full year. It will give you plenty of time to plan for the (season) project because you will know exactly how much this project will cost you
You'll have to talk to my spouse
1. Our design specialist would love to speak to the both
of you, when are you both typically available together?
2. I do understand that you would like us to schedule with your spouse, however our calendars do fill up quickly. What time are you both typically together?
Where is the rep coming from
Our specialist will be coming from a previous appointment, but they are local to your community.
We aren't ready right now
1. I understand you (repeat objection). However, our estimates are free, there is no obligation, and right now we are offering our best promotion of the year which is (promotion). It makes sense to at least learn about the products and lock into a low price. What works best for you and (other homeowner) 9, 2 or 6?
2. Thank you for sharing that with me! We weren’t expecting to catch you the day you are ready to buy. In fact, most homeowners get their pricing six to eight months in advance before completing a home improvement project. This way you know what to expect and budget for. What works best for you and (other homeowner) 9, 2 or 6?
I'm going to do it myself/ my family member is going to do it
1. I understand that you have someone else doing the work for you, however, you do know that we use professional installers and that our (product) have a lifetime guarantee that is transferable.
2. I understand that your brother is doing the work for you, however, with our Lifetime
Guarantee and multiple packages to choose from, I’m sure it couldn’t hurt to see what we have to offer
I'm busy at work
No problem—I can make this brief. Tell me about your project. (Continue with the standard pitch.)
Why does my spouse have to attend
During the estimate we do go over a lot of information and there are several choices to be made such as color, style, and design as well as going over any promotions you both may qualify for. We do require both spouses to be home and present as you and our specialist may have many questions.
Does the rep have an ID or badge
All reps will have paperwork with your name and their name on it from Premier Home Pros at the time of the appointment
I am not interested
1. I am sorry to hear that, can I ask the reason you were looking to start this project originally?
2. The good news is we offer a free no obligation quote and that's valid for a full year. I would love to get you scheduled now and save you some time down the road.