How customers choose which business to pick

On Monday, I posted a job asking for quotes for someone to help re-configure our office wireless network.

Here’s what I’m weighing up as I decide who to hire. I hope this helps you get inside the head of a customer and gives some idea into how customers think and how to stay in the running for a job.

Quoting fast is very important

Within a half hour of posting my job, I got four quotes and booked three on-site appointments. After the fourth quote email, I paused the quote on my job.

I’m sure other businesses would have gotten my lead alert and would have loved to quote if I’d left the job open. So you need to quote quickly to be considered.

Price doesn’t mean you’ll win, but it can rule you out

Of the four quotes, three businesses quoted an hourly rate. One used a price range.

Two of the hourly rate quotes were within $5 of each other, but one was $30 an hour more expensive. I ruled out the very expensive one straight away. If the industry average is $65 an hour, you can’t charge $95 and expect to be considered unless you explain why your rates are so much higher.

Back up your promises

I booked three appointments, and they all turned up at the right time. I’d happily hire any of them based on their professionalism and know-how.

After their site inspections, I asked each to email a written proposal with a detailed scope of work and price. The first guy sent his proposal within a few hours. He’s leading the race because I know exactly what he’s going to do and how much he’s going to charge. It’s what I need to do and within my budget, too.

Another said he’d “send the proposal through tonight”. It’s now after lunch the next day, and I haven’t received it yet. This has all but disqualified him from winning. By not backing up that simple promise, I’m not sure he’s reliable enough. Even if he does get me a competitive quote soon, I’d be reluctant to hire him.

The third business said he needed a few days to write up the full proposal. That’s cool with me, and he’s still in the running for our business. I’m happy because I know when to expect his proposal, even if it’s not for a few days. I’m hoping he can deliver it as promised!