Handling Customer Questions
You have responded fast. You have sent a professional quote. Now comes the part that makes or breaks the deal: the customer pushback. Almost every customer has questions, concerns, or objections before they commit. This is normal. It is not a sign they do not want to hire you — it is a sign they are seriously considering it.
The tradespeople who win the most work are not the ones who never get objections. They are the ones who handle objections calmly, professionally, and quickly. AI can help you do exactly that.
The Three Objections You Will Hear Every Week
No matter your trade, no matter your platform — RatedPeople, Thumbtack, Angi, hipages — the same three objections come up again and again:
"That's too expensive." This is the big one. Sometimes they genuinely cannot afford it. But most of the time, they are really saying "I do not understand why it costs that much." The fix is not dropping your price — it is explaining your value.
"Can you start sooner?" Customers often have unrealistic expectations about timelines. A kitchen renovation does not happen overnight. A full rewire takes time. Your job is to explain why your timeline is realistic and why rushing would compromise quality.
"Why should I pick you over someone else?" They might not say it this directly, but it is always the underlying question. They have three or four quotes open. What makes you different? Your experience, your reviews, your guarantees, your communication — these are your weapons.
Turning Price Objections Into Value Conversations
The worst thing you can do when someone says "your quote is too high" is immediately offer a discount. That tells them your original price was inflated. Instead, you need to reframe the conversation around value.
Here is what that looks like in practice. If a customer says another roofer quoted lower for the same flat roof repair, you explain what is included in yours that might not be in theirs: a 10-year guarantee, EPDM rubber membrane instead of felt, proper flashing details, photographic evidence of the work, and a tidy-up that leaves no mess.
AI is brilliant at helping you draft these responses because it can take the specific details of your quote and turn them into a persuasive, professional message in seconds. You are not being pushy. You are being clear about why your work is worth what you charge.
Building a Response Library
Just like you built response templates for new leads, you should build a library of objection responses for the questions you hear most. Ask AI to help you create replies for:
- "Your price is higher than others" (the value response)
- "Can you do it cheaper?" (the scope adjustment response — what could be reduced if budget is tight)
- "Can you start this week?" (the realistic timeline response)
- "Do you have insurance/qualifications?" (the credentials response)
- "We are still getting other quotes" (the follow-up prompt response)
Save these on your phone. When an objection comes in, you pick the closest template, personalise it in 30 seconds, and send a polished reply before the customer has even had time to message your competitor.
One important rule: never be aggressive or defensive. The tone should always be friendly, confident, and helpful. You are a professional explaining your work, not a salesperson pushing for a close.
