How do I deal with a mysterious customer?

J

Justine

New member
Okay, I have been experiencing trouble since the company I work for allowed free housing consultations. (I work for a home designing, construction and renovations company)

We have been getting a number of clients that like to ask for materials from us such as drawings, floor plans, quotations, copy of contracts and alike, which is somewhat fishy, but also understandable when you're a first time builder.

We struggle to make prudent and customer friendly decisions as well -- in this light we only release floor plans and quotations prior to an engagement fee. We want to protect our intellectual property and hard work, but since we know that construction is a suffering industry, we try our best to please our customers.

We are experiencing a customer who came to us, had a house quoted, then dropped us, and then came back and is now having a resort quoted. Fishy, much?

I guess my question is: can someone recommend a more organized way to handle this? We don't like being abused, and I need to identify clients that are actually interested from those who are just plain abusive or have another agenda in mind --- and how do I handle them/turn them away?

The process is getting be frustrating because we're turning in to a quotation mill with less sales..

I definitely appreciate any detailed advice that you guys may have to recommend.
Thank you in advance.
We're under gong some major changes in management and system. Basically, the company has been around for some time, but its been running like a mom and pop joint.
Now we're trying to systematize everything so we can branch out gracefully with a more professional approach to handling clients.
I work closely with the board -- and I have influence on their decisions. :) I just wish I knew better....
Thank you, Archer. :)
 
If you are not the decision maker for your company, let it go and just do what the company pays you for. Let your boss know so he/she can review the situation.


The company that I work for is based on subscriptions to our product and new customers who want to cancel are offered free 30-extensions to review our subscription further in case they can be persuaded to stay with us.
Like you, some customers will take advantage of our free month and we lose more when they call back and cancel. But since I don't make the policy, I just live with it and have expressed my concerns once to management. After that, I can't raise the issue again since that would reflect badly on my own job by second-guessing our bosses.

Be careful.
Talk to your boss about this concern and then trust that they are doing the right thing for your company.
 
I don't know if the board will go along with this, but they might since it's standard for architects. An architect will not allow a blueprint to be drawn up without the prospective client paying for them. The reason is for the same problem you have, tire kickers.

In the new policy, (except for previous clients who have given you work and paid on time) quotes are only available with a written Request For Quote document. It's standard business practice for someone who is looking to have a project done to provide specific details, their working budget and terms of payment before a contractor will give them a quote.

Simply tell people that it's company policy to only provide a quote through a formal RFQ. If the person you are speaking with really has intentions of having your company do the work then they will send you one or have one with them when they come in. Otherwise, they are seriously wasting your time and taking advantage of your newness.
 
For quotations of a certain scale you must have a Letter of Qualification, and documentation that the person has the resources to go through with the deal. That letter can come from their CPA, their firm's CFO, or their bank.

Investment partnerships often ask for something similar before sending out prospectus to investors.

Come up with a qualification form that can sort of weed out the people who are having you quote jobs that they can turn around and quote to someone else, or use to get a better offer. You must pre-qualify your big quotes.
 
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