Customers love Wiremu's workmanship and his friendly approach, and he has built up a 3-month waiting list.
But sometimes customers complain about costs that are much more than they were quoted initially. Wiremu already tries to review his quotes with customers before starting the job, but finds customers often forget changes they’ve made to their plans since talking to him initially. When he calls customers they’re often busy or distracted, and remembering to call them later is a pain.
Wiremu documents his processes, and finds this quote review step is a big time-suck and his biggest source of negative feedback. Searching for a solution, he finds an online quote management tool he can use with his customers.
The tool provides a shared place where he and the customer can see the quote and add any notes or changes at any time. Instead of having to remember to call them back, the tool reminds them about the quote every few weeks and checks for any changes. And customers can upload changes to their plans whenever convenient, meaning fewer forget to do it. The process is more formal, but it’s also more flexible.
As a nice side-effect, the tool provides a definitive record of Wiremu’s quotes – no need to check through his phone call notes or emails and compare versions.