Contractors See Success with a “Two-Call” Close

COVID-19 news and updates change quickly and frequently. Some of the information in this article may soon be out of date. We will do our best to keep details updated during this challenging time. The article below reflects information as of May 21, 2020. 

The shifting landscape of this pandemic has impacted all industries and has disrupted many tried-and-true processes. For contractors, closing a sale may look and feel drastically different during COVID-19. Body language can be hard to decipher over a screen, and there is no hearty handshake when discussing next steps. 

Even in these uncertain times, homeowner demand is steady. At Modernize, we survey our homeowners on a weekly basis to learn more about their home improvement preferences and pain points. We are currently asking homeowner’s about their project plans during COVID-19. Our most recent survey shows 65 percent of homeowners plan to begin their project in the next two to four weeks. 

Forging a connection with a homeowner is vital to securing a project. In many areas, contractors may still not be welcomed into a home for an appointment, but there are new methods being explored to close a sale.

One of our contractors recently shared their success with a two-call close. By preparing for, and scheduling, two virtual meetings with homeowners that have achieved up to a 75 percent close rate. Here is how you can replicate this process for your business: 

Understand that your first meeting may not end with a sale. 

First, make sure you are using an easy-to-use virtual platform for your appointments. There are many virtual tools available, including FaceTime, Zoom, and Google Hangouts. When you have a virtual appointment scheduled, spend time developing a candid relationship with your homeowner. In a recent blog, we share tips for supporting a homeowner during a virtual meeting. 

As your appointment evolves, you will naturally discuss the cost of the project and next steps. Asking for a down payment, or a digital signature can lead to some hesitation from the homeowner. Approach this situation with patience. 

Large scale home improvement projects are stressful under normal circumstances. During COVID-19, homeowners are concerned about cost, their comfort in their home, and maintaining safety precautions. Remaining compassionate, while confidently addressing their concerns, is the best way to handle their hesitation. 

Share how your company is providing a final quote, and how project sign off will work, when they are ready. 

Book a second appointment within 48-72 hours.

Wrap up the call by sending all of the project details to the homeowner, and mention you will follow up in the next day or two, once they’ve had a chance to review the materials you’ve sent. Connect with the homeowner for a second virtual meeting within 72 hours of the first appointment. This ensures that the customer is still warm. 

Running a secondary consultation allows you to quickly address any lingering questions the homeowner may have and helps reduce the risk of the customer getting cold feet. You have likely already covered how project kick-off will work, so they are mentally prepared for next steps. 

Are you seeing success as you pivot your processes during COVID-19? We’d love to learn more and help highlight your expertise. You can email us modmail@modernize.com.