This stuff happens infrequently but drives me insane because I don’t know how to rebuttal.
I’ve owned a service based business for 7 years now. The payment structure is based on hourly labor. I estimate a range of how long a job will take ex. 10-14 hours. After so many years of doing it I’m very good at estimates and most customers are happy when they sign a contract showing a certain dollar figure and it falls within their expectations.
My question is about a few customers with whom a conversation goes something like this.
Me: your estimated hours are 10-14
Them: okay, sign contract
Me: your total is 12 hours, please pay
Them: give me a discount because I thought it was going to take 8
This situation is so hard for me because I don’t want to sound rude but how do I say “why did you think you know better than me, a professional in the industry?” Without sounding rude?
I’ve owned a service based business for 7 years now. The payment structure is based on hourly labor. I estimate a range of how long a job will take ex. 10-14 hours. After so many years of doing it I’m very good at estimates and most customers are happy when they sign a contract showing a certain dollar figure and it falls within their expectations.
My question is about a few customers with whom a conversation goes something like this.
Me: your estimated hours are 10-14
Them: okay, sign contract
Me: your total is 12 hours, please pay
Them: give me a discount because I thought it was going to take 8
This situation is so hard for me because I don’t want to sound rude but how do I say “why did you think you know better than me, a professional in the industry?” Without sounding rude?