Repair Versus Replace

On this week’s podcast, Chris Elmore and Chris Loudermilk discuss repair versus replace. This can be a controversial subject depending on where you are on the spectrum from “fixing it until you can’t” and “replacing it as soon as it can be.” Chris & Chris will tell you where it makes sense to have that conversation, give you examples of how to make the transition, and how to make the case. Today’s points of discussion:

Use Age and Lack of Maintenance

Age and lack of maintenance get everything in the end. You need to set the age and maintenance status early in the call to make it easier to have the repair versus replace conversation.

Compare to the Range of Cost of a New One

There are lots of companies out there that do not let or do not like techs to give prices on new systems or big-ticket items. We suggest that techs be allowed to give a range of price on these things. First, if your tech is an expert the customer expects them to know the price. Anything else seems misleading. Giving a price range allows the customer to be price conditioned and more comfortable if they move forward.

True Cost to Keep It

Most customers don’t consider what they are already paying to keep what they have. Most only consider the upfront cost of a new system or item. You need to show them the true cost of keeping it versus the cost of replacing it.

Always Use Their Numbers

Customers always believe themselves. When going through any analysis involving money, ask the customer for the amounts or dollars. Don’t provide the information but do provide guidance to keep them reasonable.

Possible Versus Probable

Remember that everything is possible. That old HVAC system could last 25 years, that tanked water heater could operate flawlessly for another 5 years, or that 35-year-old electrical panel could last another 20 years. But what is probable? Your customer pays for your knowledge and skill, but they also pay for your expert opinion. You can tell them what is probable. Don’t be afraid to do that. Just don’t use it to scare them into buying.

You owe it to your customer to give them all the information to make a great decision. That decision could be to repair or to replace. They won’t know without all the information and you’re the expert to give it to them.

For more information check out our blog, How to Create Your Own Repair vs Replace Graph.

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