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Home Improvement Appointment Setting - Customer who won't pay!

by MarketerPlus
12 replies
I started this appointment setting service not too long ago helping home improvement contractors get in front of potential customer via in-home appointments.

Early in the stage I'm having clients who would not pay for appointments when I billed them. That's a big issue; I put in the hard work to get them in front of customers and at the end would not pay. And some would mess up the leads by doing confirmation follow up the wrong way which cause them to scare customer away. Even I suggest the right way.

I know there's a lot of of others on WF doing the same thing or closely related. I just wanted some tips as to how can I fix that. I though of asking for their payment info upfront to keep on file and do manually billing most don't like that idea.

I'm good at what I do. I can do it well, but client will not pay. I used to read this in forum and now I'm really going through it myself.

Any suggestion is appreciated.
#appointment #customer #home #improvement #pay #setting #tele-marketing
  • Profile picture of the author Rus Sells
    The biggest construction services lead provider in this space makes all contractors prepay for leads. They do it for the reasons you've specified above.
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    • Profile picture of the author MarketerPlus
      Thanks for replying quick.

      I know, I even have a guy from homeadvisor explaining how he's paying upfront double the price for just contacts. And I'm giving him appointments not contact. He still refuse to provide payment info for me to keep.

      I now thinking of sending each leads in an invoice form where they will see the project details only and have to pay the invoice to attend the appointments. What's your opinion on that please.

      Thanks again.
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      • Profile picture of the author Rus Sells
        I'd make interested contractors prepay period. It makes them invested in actually going to the appointment. You may however have to work with a contractor on certain times they are best available and ensure all decisions makers are present at the appointment because contractors don't like presenting to just the husband or just the wife. They want/need both people there at the time of the appointment for the best possible chance to close the sale.

        Originally Posted by MarketerPlus View Post

        Thanks for replying quick.

        I know, I even have a guy from homeadvisor explaining how he's paying upfront double the price for just contacts. And I'm giving him appointments not contact. He still refuse to provide payment info for me to keep.

        I now thinking of sending each leads in an invoice form where they will see the project details only and have to pay the invoice to attend the appointments. What's your opinion on that please.

        Thanks again.
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        • Profile picture of the author Claude Whitacre
          They need to prepay, with a credit card on hold to charge every week (or day or month). Or charge $500 or $1,000 at a time, and lower the balance every time an appointment s made.

          No offence, but billing for leads is simply a mistake. If they insist, take it as a bad sign and walk.
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  • Profile picture of the author vndnbrgj
    I agree with everyone else.
    Prre-pay for leads with packages...
    5 leads are $XXX
    10 leads are $XXX (10% discount)
    20 leads are $XXX (20% discount)

    HomeAdvisor charges a flat fee and deducts from that, depending on thee lead type.

    You could try the pay for details thing, but that just seems like a lot more work for the same thing.
    On top of that, you want to sell leads at a rate of more than 1 at a time.
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  • Profile picture of the author Mady1234
    Besides that, clients that are not willing to pay upfront don't value what you do for them and are much more of a hassle in the long run...

    Pay upfront or set your own appointments
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  • Profile picture of the author NewParadigm
    They don't want the business. Find contractors that do. They know the drill. Nice guys finish last every time. Get your money upfront.
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    In a moment of decision the best thing you can do is the right thing. The worst thing you can do is nothing. ~ Theodore Roosevelt

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    • Profile picture of the author MarketerPlus
      Thanks for all the suggestion, I meditated on doing the upfront one time, but convince myself it will too much of hassle for customer and may feel discourage to pay. But from what I'm reading now, I should have ran with that idea. Now I lost almost $2500 worth of invoice. At first it was one. I though well only one bad apple than another follow the same route and on...

      But thanks for all the suggestion. Just to be clear any other idea on the topic is welcomed. I will always be checking back to see.
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  • Profile picture of the author Mady1234
    Honestly, I don't think there is another option...
    I did have the same experience once, I thought people would be discouraged to buy when they had to pay upfront...and just like you I had one bad apple....until one month I lost my entire month worth of earnings because I only attracted these kind of clients. It is not worth it, anyone serious enough will be more than willing to pay upfront.
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    • Profile picture of the author Michael Shook
      Rus Sells is an expert in this area, if he says make them prepay, then make them prepay. Don't give the non-payer any more leads.

      You already know you can do this and get good leads. Be the expert. Be the authority. Sell your value, even better if you have testimonials from satisfied clients.
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      • Profile picture of the author MarketerPlus
        I waited too late to seek out this advice. I learned the hard way. seems like majority of the contractors had no intention of paying. I call all contractors directly to let them know I will be changing the way billing happen after calling all 11 contractors Im left with maybe 3 that might be serious about my work. One of the contractors i let go even said they wasn't going to pay until the get a project from my leads. I'm said what, I provide leads, Im not a subcontract. So I'm hoping the 3 I'm relying on really stays with me.
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        • Profile picture of the author Mady1234
          Originally Posted by MarketerPlus View Post

          I waited too late to seek out this advice. I learned the hard way. seems like majority of the contractors had no intention of paying. I call all contractors directly to let them know I will be changing the way billing happen after calling all 11 contractors Im left with maybe 3 that might be serious about my work. One of the contractors i let go even said they wasn't going to pay until the get a project from my leads. I'm said what, I provide leads, Im not a subcontract. So I'm hoping the 3 I'm relying on really stays with me.
          Wow, that sucks, bet you're not gonna do that again....
          And next time, I would qualify them a little better....set up a contract...

          One telling you that he is not willing to pay until he makes a sale...that obviously wasn't the point...
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