Since we are transitioning to flat rate, your role will not change, but your presentation style
will change. You will need to review and organize your new flat rate book so you can locate needed
repairs quickly. Notice the different columns of pricing and be sure you understand how to charge
customers properly. You will be showing this book to the customer, so keep it as neat and clean as
possible. If you need a new book, check with your service dispatcher.
Normally in the past we have charged the customer a service call which may or may not include time in
the home to diagnose and repair. With flat rate, any time initially in the home will be used only to
diagnose the problem, not repair anything. After you have properly diagnosed the problem, go to your
flat rate book and locate the needed repair. Your role in the flat rate pricing process is to accurately
diagnose the problem at the customer’s home or business. If you accurately diagnose the problem, then
finding the problem repair in the flat rate book and determining the column pricing that you need to
charge the customer will be easier.
Price Repair before Service
The key to flat rate is showing the customer the price of the repair before your repair instead of after.
Showing them the price of the repair before you repair allows them the opportunity to approve or not
approve the suggested repair. This will eliminate many customer complaints and also will remove time from
the repair. The customer will no longer be studying their watch and tracking your time because we will no
longer be charging time and material. With flat rate, we only charge customers the service call plus the
repair fee.
Billing
On your ticket that comes back into the office, list the parts you used on the job, but no prices. You can
also list the time you were in the customer’s home, but no prices. Remember, the total price of the service
call is reflected in two items—the service call to travel and diagnose the problem and the repair fee to repair
the problem. Good luck.
