Talking to customers is a skill. You learn it by practicing the words before you need them. Learn these.
Not: "Hello?"
Say: "Hello, this is Daniel with Daniel Car Wash. How can I help you?"
Your name and your business name, every time. The customer knows immediately they called the right place.
Not: "Umm, maybe fifty?"
Say: "It depends on the size of the job. I can give you a free estimate. Can I come by today at five to take a look, or would you rather send me a couple of photos?"
Never guess a price out loud. Get the information, then quote from your price sheet.
Not: "Okay, I can do it for less." You just told them your work is worth less.
Say: "I understand. My price includes my own supplies and a guarantee that you'll be happy with the work. If that's more than you wanted to spend, I also have [Service A] for [price]. Would that work?"
Offer a smaller service, not a smaller price.
Say: "I'm sorry about that. Here is what I'll do to fix it." Then fix it. A customer who watched you fix a mistake trusts you more than one who never saw one.
The most important script. Send it the day after the job, by text.
"Hi [name], just checking that you're happy with the work! If you are, would you reply with one sentence I can use as a review? It helps my small business grow. Thank you!"
If you have a Google Business Profile, send the link instead: "Hi [name], thanks again for hiring me! If you have thirty seconds, would you tap this link and leave me a rating? It really helps my family's business. [link]"
Some jobs are not yours: outside your services, outside your area, or a customer who is rude on the first call. Say: "That's not something I do, but thank you for thinking of me." Then stop. You do not owe an explanation.
Start with new customers: quote them the new price, and keep your regulars where they are for a while. When it is time for regulars, tell them a month ahead:
"Hi [name], thank you for having me these past [months]. Starting [date], my price for [service] will be $[new price]. I wanted you to hear it from me first. I look forward to seeing you on [next date]."
Do not apologize and do not explain your costs. If someone leaves over a fair price, you now have room for a customer who pays it.
When you book a big job or hold a date: "To hold the date I take a $[amount] deposit. The rest is due when the job is done. I can text you how to pay."
Tell people your rule before the first job: "If you need to cancel, please tell me a day ahead. If I come and can't get in, I charge $[amount] for the trip."
When it happens: "Hi [name], I came by at [time] and couldn't get in. I hope everything is okay. As we discussed, there's a $[amount] trip charge. Would you like to set a new time?"
Pair up. One person is the customer — make them a little difficult. One person is you. Practice each script out loud until it sounds like you and not like reading. Then switch.