We give the knowledge away for free.

01 Start with their project

Introduce yourself, say which inquiry you are returning, and check that it is a good time for a short conversation. Let the customer describe the work before you start suggesting a solution.

Try: “Tell me what you’re hoping to have done.” Then ask, “What made you want to tackle it now?” This helps separate the actual problem from the first solution they had in mind.

Tip: Write down their own words. A customer who wants privacy may care about a different fence design than someone trying to contain a dog.

02 Get the basics before booking a visit

Confirm the service, job address, approximate size, desired timing, and whether they own or manage the property. Ask for a couple of photos if those will help you judge the work.

Keep a short note: name, contact details, location, project, timing, and next step. Ask how they found you so you can see which lead sources produce useful inquiries.

Tip: Do not turn the call into an interrogation. Explain why a question matters: “I’m checking access so I know whether our equipment will fit.”

03 Talk about expectations and budget

Find out what the customer expects the finished result to look like and what matters most: appearance, durability, timing, or keeping the cost down. Ask whether they have a budget in mind without treating it as the price you should automatically charge.

If you know a realistic range from comparable work, explain the assumptions behind it. Say clearly that a range is not a final quote and that site conditions can change the price.

Tip: If the budget and likely scope are far apart, explain that before either of you spends time on a visit. Offer a smaller scope only if it genuinely makes sense.

04 Check whether the job fits

Consider your service area, skills, equipment, team capacity, and the customer’s timeline. A lead is useful when you can deliver the work well and at a price that works for your business.

If it is not a fit, say so clearly. If you know a suitable contractor, offer an introduction without promising their availability or price.

Tip: Do not promise a start date just to keep someone interested. Tell them what needs confirming first.

05 Book a useful onsite consultation

Agree on the time, location, expected purpose, and any information the customer should have ready. Where relevant, ask whether the other people involved in choosing the scope can attend.

Send a short confirmation: “See you at [address] on [day/time]. We’ll look at [project], take measurements, and discuss options. Please let me know if anything changes.” Disclose any consultation charge before booking.

Tip: Before hanging up, repeat the next step. A conversation without a clear next action is easy for both sides to forget.

01 Arrive prepared

Review the call notes and photos before the visit. Bring what you need to measure, take notes, and record the site. Let the customer know if you are running late.

Start by confirming the purpose of the visit: understand the job, check the site, and gather what is needed for an accurate quote.

Tip: You do not have to sell in the first minute. Being organized and listening carefully gives the customer something concrete to judge.

02 Let the customer show you the problem

Walk the area with them and ask what is not working now. Clarify the result they want before talking through construction methods or upgrades.

Ask: “What would make you happy with this when it’s finished?” and “Is there anything you definitely don’t want?” Record priorities and decisions rather than relying on memory.

Tip: Repeat your understanding back: “So the main goal is privacy, and keeping this access open matters more than adding height here.”

03 Measure and check the actual conditions

Take detailed photos and measurements of everything relevant to the job. Record dimensions, materials, access, existing conditions, and any specifications that affect the work. When you sit down to create the quote, you should have all the information you need without guessing or making another trip.

For a fence, that may include length, gates, changes in grade, removal, and access. For concrete, it may include area, access, removal, and the intended use. Do not guess at boundaries or hidden conditions.

Tip: Take one wide photo for context, then close-ups and measurements. A close-up without a location is hard to use when quoting later.

04 Talk through the options

Explain a small number of options that fit the customer’s priorities. Describe the differences in scope, appearance, maintenance, and cost without overwhelming them with every possible material.

If one option costs more, explain the extra work or material it includes. If a request needs further technical review, say what needs checking before you can commit.

Tip: Keep optional upgrades separate from essential work. The customer should be able to see what they are choosing.

05 Close the visit with an agreed scope

Summarize the work, exclusions, unresolved questions, and who will provide any missing information. Tell the customer when to expect the quote and how you will send it.

Send a brief recap afterward: “We discussed [scope]. I still need to confirm [item]. I’ll send the quote by [date].” Keep that date realistic.

Tip: Before leaving, ask whether there is anything else that could change the scope. One extra question can prevent a second trip or a missing line item.

01 Price the actual job

Build the estimate from labour, your own working time, materials, equipment, delivery, disposal, subcontractors, and job-specific costs. Account for overhead and profit rather than assuming the money left over will cover them.

Use supplier quotes where needed. Write down quantities, expected hours, and assumptions so you can compare the estimate with the finished job.

Tip: Include the small things: mobilization, picking up material, cleanup, and return trips. Repeated omissions can turn a decent-looking quote into a poor job.

02 Know the difference between markup and margin

Markup is the amount added to cost, divided by cost. Margin is the amount left from the selling price, divided by the selling price. The same percentage gives different results.

Example: if the included costs are $1,000 and the price is $1,250, the markup is 25% and the margin on those costs is 20%. Any omitted overhead or other costs still reduce the amount you keep.

Tip: Do not copy a universal markup from another trade. Start with your own costs, capacity, and the profit the job needs to earn.

03 Research and arrange the required permits

During quoting, research which permits and approvals the project requires. Confirm the requirements with the relevant local authority, including any plans, inspections, fees, and lead times, so they are accounted for in the price and schedule.

Make clear in the quote who is responsible for applying for and obtaining each permit. If that is part of your scope, arrange the applications and obtain the required approvals before the work that needs them begins. Do not assume every job needs the same permits.

Tip: If a permit requirement is still unconfirmed, state that assumption in the quote rather than guessing at the cost or promising a start date.

04 Make the scope easy to understand

List what you will deliver in the order the work happens. Specify the materials, quantities, finish, removal, and cleanup that affect the agreement. State important exclusions and assumptions plainly.

“Install a new fence” leaves too much open. A useful scope identifies the agreed length, style, gates, removal, and other relevant details. Put optional work on separate lines.

Tip: Someone who was not at the site visit should be able to read the quote and understand what is being purchased.

05 Set clear commercial terms

Document the price, currency, applicable taxes, payment milestones, scheduling assumptions, customer responsibilities, and acceptance process. Explain how extra work or changes will be approved and priced.

Deposit limits, cancellation rights, lien or holdback rules, and required contract wording vary by location and job type. Use terms appropriate to your trade and jurisdiction rather than copying a generic contract unchanged.

Tip: Avoid vague promises such as “all work included.” Clearly written inclusions and exclusions are more useful than broad language that can mean different things.

06 Check it before you send it

Compare the quote with your site notes. Check names, address, quantities, arithmetic, version date, and attachments. Confirm you have not carried over another customer’s details.

Send it with a short explanation: “This covers [scope]. The main options are [options]. Have a look and let’s go through any questions on [agreed time].”

Tip: Give the quote a reference or version number. When you revise it, make clear which version replaces the old one.

01 Make sure the customer understands the offer

Ask whether they received the quote and whether they want to go through it. Focus on the work and outcome they asked for, then explain the price in that context.

Try: “Does this cover what we discussed onsite, or is there anything you want clarified?” Let them finish before answering.

Tip: Agreement that the work sounds useful is not acceptance of a contract. Confirm what they are actually ready to proceed with.

02 Find out what is holding up the decision

A delay may be about money, timing, scope, another decision-maker, or another quote. Ask a specific, calm question instead of guessing or pushing harder.

Try: “Is the main concern the price, the timing, or something about the scope?” If they are comparing quotes, compare inclusions and responsibilities—not just the final number.

Tip: Do not immediately discount. If their budget is lower, explore an honest reduction in scope instead of promising the same work for a price that does not work.

03 Follow up with a purpose

Agree on when they expect to decide and follow up around that timing. Each contact should help them make a decision, answer a question, or confirm whether the project is still active.

Try: “Hey [name], checking whether you’re still planning [project]. Happy to clarify anything in the quote. If the timing has changed, just let me know.”

Tip: Keep one next-action date per quote. Stop the sequence when they accept, decline, reply, or ask you to stop.

04 Ask clearly when they are ready

Once the scope, timing, and terms make sense to both sides, ask whether they want to move forward. Do not use false deadlines or pretend your schedule is full.

Try: “If you’re happy with the scope and terms, would you like to go ahead? I’ll send the acceptance steps and explain what happens next.”

Tip: Pause after asking. Give them time to make a decision rather than filling the silence with more promises.

05 Turn the yes into a clear handoff

Get the correct version accepted in writing. Complete the payment steps required by the agreement and explain when the job will be scheduled or confirmed.

Send one confirmation with the accepted scope, next action, point of contact, and anything the customer needs to provide. Check that payment is actually confirmed before describing it as received.

Tip: Do not promise an immediate start before checking materials, crew availability, and job readiness. A clear handoff is part of the sale.

01 Make one job file

Keep the accepted quote, contract, drawings, site notes, photos, contact details, and agreed changes together. The crew should be working from the accepted scope, not an old conversation.

Create a short job brief: what is being built, where, who is responsible, and what could hold the work up. Highlight any customer-specific concerns.

Tip: Use the same file structure for each job. It saves searching through texts while someone is waiting onsite.

02 Confirm the site is ready

Check access, parking, delivery space, working hours, pets, gates, and any areas the customer needs to clear. Confirm relevant permissions, permits, utility-location requirements, and inspections before the work that depends on them.

Before any digging, contact BC 1 Call in British Columbia or your area’s call-before-you-dig service. This is a critical pre-work step.

Request utility information early, wait for all required responses, and follow the utility owners’ locating and safe-digging instructions before work begins. One request does not identify every buried service: contact non-member utility owners and arrange separate locating for private services where needed. BC 1 Call’s contractor guidance

Tip: Do not discover an access problem after the rental equipment arrives. Recheck any tight or uncertain access before booking it.

03 Line up materials and equipment

Confirm specifications, quantities, lead times, delivery dates, and where material will be stored. Arrange rentals and subcontractors around the actual sequence of work.

Check the delivery order against the accepted scope. Confirm who receives it and what to do if something is missing or wrong.

Tip: A promised supplier date is an assumption until confirmed. Keep the customer informed when availability affects the schedule.

04 Plan the work with the crew

Explain the scope, daily sequence, responsibilities, quality checkpoints, and site-specific hazards. Make sure the right skills and supervision are available for the task.

Identify which steps depend on earlier work, inspections, or material readiness. Build the schedule around those dependencies rather than simply filling calendar squares.

Tip: The person doing the work should know what a finished, acceptable result looks like before starting.

05 Send a clear start message

Tell the customer when to expect you, who will arrive, what access is needed, and what disruption to expect. Explain how they will receive updates and how to raise questions.

Example: “We’re scheduled to start [date/time], subject to [known condition]. Please keep [access area] clear. Your contact is [name/number]. We’ll update you if the plan changes.”

Tip: Only promise a fixed completion date if you can support it. Explain important weather, inspection, or supply dependencies early.

01 Start each day with the plan

Check what needs to happen today, what could stop it, and who owns each task. Make sure the work still matches the approved scope and current site conditions.

A short crew check-in can cover priorities, deliveries, quality checks, and hazards. Keep it specific to that day’s work.

Tip: Do not let a hurried start replace the planning and safety checks the job requires.

02 Check quality as you go

Confirm dimensions, materials, and workmanship at the points where mistakes would become expensive to fix. Follow the design, manufacturer requirements, and applicable standards for the work.

Photograph relevant work before it is covered and record required checks or inspections. Stop and resolve uncertainty before building over it.

Tip: A five-minute check at the right time can prevent hours of rework. Decide those checkpoints before the crew reaches them.

03 Communicate before the customer has to chase

Use the agreed update method. Explain what was completed, what is happening next, and anything affecting the schedule or access. Be direct about delays.

A useful update is: “Today we completed [work]. Next is [step]. We’re waiting on [item], so [effect on timing]. I’ll update you again by [time].”

Tip: Do not say “nearly done” when there are unresolved steps. Specific updates build more confidence than vague reassurance.

04 Handle changes before doing extra work

When the customer asks for a change or you uncover a different condition, explain the scope, price, and timing impact. Get the required written approval before proceeding with the extra work.

Example: “That is outside the accepted scope. I’ll send the additional work, cost, and schedule impact for you to review.” Keep the change with the job file.

Tip: A friendly “while you’re here” request still consumes labour and materials. Be helpful without making unclear commitments.

05 Watch the costs while you can still act

Record labour hours, material use, rentals, subcontractor costs, and changes as the job runs. Compare them with the estimate while there is still time to spot a problem.

If a task is taking much longer than expected, find out why. Correct the process where appropriate; do not cut quality or hide the overrun.

Tip: Record why estimates were off. That detail is more useful for the next quote than simply writing “job took too long.”

06 Leave the site ready for tomorrow

Secure tools and materials, control access, and keep the site as orderly as the work allows. Explain any restrictions the customer needs to follow.

Before leaving, check what the next shift needs: materials, approvals, access, or an inspection. Confirm who is handling each item.

Tip: A tidy handoff reduces wasted starts and shows the customer that the job is being managed.

01 Check the work before the customer does

Review the completed scope yourself. Finish cleanup and identify any remaining items before asking for the final walkthrough.

Compare against the accepted quote and approved changes. Make a short list of anything still outstanding, with an owner and expected completion date.

Tip: Do not call the job complete just because the main construction is done. Cleanup, documentation, and agreed finishing details are part of delivery.

02 Walk through it together

Show the customer what was completed and explain anything they need to understand. Listen to concerns and record any remaining items rather than arguing from memory.

If an issue needs fixing, confirm what will happen next and when they will hear from you. Distinguish unfinished agreed work from a new request.

Tip: Take finished photos with permission while the project is clean. Ask separately before using identifiable property photos in your marketing.

03 Hand over care information and documents

Provide relevant maintenance guidance, product information, warranty terms, and documents required for the job. Use the actual material and manufacturer guidance rather than generic instructions.

Explain use restrictions or follow-up care that genuinely apply to the installation. Put important instructions in writing so they do not depend on a remembered conversation.

Tip: Keep a copy in the job file. It makes future questions much easier to answer.

04 Close the invoice and job records

Send the final invoice according to the agreement. Show approved changes, payments already received, the remaining balance, and the applicable due date.

Follow up professionally if payment is late and handle disputes or unfinished items through the contract and local requirements. Mark the job paid only after confirming receipt.

Tip: Reconcile actual labour and costs against the estimate. Note one thing to price or manage differently next time.

05 Ask for honest feedback and referrals

Check in at a sensible time for the type of work. Ask how everything is going and make it easy to raise a concern. Invite honest Google reviews without incentives or pressure for a particular rating.

Try: “Thanks again for choosing us. If you’d like to share your experience, here’s our Google review link: [link].” Yelp has a different policy: it asks businesses not to request reviews.

Tip: Ask consistently rather than only asking customers you expect to give a positive rating. Handle problems because they need resolving, not in exchange for a review change.

06 Keep the relationship useful

Record relevant future needs and any follow-up you actually agreed to. A completed job can lead to repeat work and referrals when the customer has a good reason to remember you.

If they mentioned a second project, ask whether they want you to check in around a particular date. Respect their answer and contact preferences.

Tip: The next lead may come from the job you just finished. Good delivery is part of your marketing.