Talking through repair versus replace with a customer
Customers want a clear choice and a reason. Presenting both options fairly builds trust, even when they choose the cheaper one.
- Describe what you found. Use plain words and show photos when you can.
- Give the repair option with its cost and what it does not fix. Be clear about what to expect afterward.
- Give the replacement option with its cost and what it includes. Include warranty terms you actually offer.
- Share your recommendation and why. One or two reasons are enough, such as age, parts availability or repeat repairs.
- Let them decide, and write down the choice. Record which option the customer selected and the date.
Common questions
What if the customer wants time to think?
Say how long the quote is good for and offer to answer questions by phone or text.
Should I always show both options?
When both are reasonable, yes. It helps customers feel in control.
See also the contractor guides and free tools.
General information, not legal or financial advice. Verify with your attorney or accountant.
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