Here is a simple question to ask a client who needs “the locks changed” on a business.
And here is a free professional sales tip. When talking to a customer over the phone, look in a mirror and smile. This simple act will change how you sound to the person on the other end of the phone.
Actual phone call transcript from April 2021
Prior to the recording being started, the client asked for someone to “change the locks” on a store in Elberton. The caller ID was out of the area.
Me: Is it your business?
Client: Correct.
Me: So let me ask you a question.
Client: Sure.
Me: Are you at all concerned about employees being able to get a key made anywhere they want to? Does that bother you at all?
Client: It does. And that’s the reason that I’m changing it because – Previously, the girl that was running the salon before I took over, she just distributed keys to everybody. And now that I’m there, I don’t know who’s got a key. So I’m concerned about my material.
Me: Gotcha. So I can fix that for you forever. It’ll cost a little bit more. Instead of the trip charge plus $20 for every lock that we touch, it’s closer to $35 for every lock. And it’ll be a registered key system. That nobody else can make keys for it. I mean, you literally can’t go into an Ace Hardware, you can’t go into a Walmart or a Lowe’s or a Home Depot or anywhere. You can’t even go to another locksmith and get it done.
Client: So I would have to come to you.
Me: Yes, and, you know, we do that like mail order if you want. I put you on the list of people that are allowed to authorize keys, and if you want a key, you call me up and you say, hey, make me a key and send it to me, as long as you don’t need it super hot rush, you know.
Client: That’s perfect. Okay. That’s absolutely perfect.
Me: That adds a little bit more. At that point, keys with the initial order are $8.50, and then future orders of one or two keys afterwards run $10 plus whatever shipping is. And each one of them is engraved with a unique serial number. And a lot of folks just – have a little spreadsheet or a little logbook or a notepad on their phone where they record that Sally has key number three and Joe has key number four and Roy has key number five so you always know who’s got which keys.
Client: so well I would like to get five keys and then how soon could I get you out there?
Me: I could do it tomorrow, but I need a little more information from you.
Client: Sure.
Me: I need for you to send me a text picture of the lock and door in question.
Client: Okay.
Me: Because, you know, there’s various different cylinders and things, and I really need to know what I’m dealing with.
Client: Sure. Okay.
Me: So if you can do that, I can probably squeeze you in tomorrow.
Client: Awesome. Okay. So my daughter, I’m the president of the corporation, and my daughter is the operations manager, and she’s the one that’s running the day-to-day operations. So… She’ll be sending you a text from a 205 area code number. I will have her send that to you. And then she’s also got the business checkbook there, so she can just pay you when you’re done.
Me: That would be good. All right.
Client: Thank you so much.
Me: Okay. I’ll wait for the pictures before I do anything.
Client: All right. Thanks, John.
Me: You’re welcome. Bye-bye.