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I have to agree with rwhite692. You need to listen to your customers. I would also recommend a Negotiating class as you will learn the term trash on the lawn. What I mean by this is a customer is going to try to get the best deal he can and if that means he is screwing himself (sometimes it is not obvious to them) without knowing it, but feels he has just negotiated the best deal and he is happy. It doesn't mean that he will be happy in the end with what he has negotiated. My statement about trash on the lawn is a negotiating term that means both sides will find trash to throw out. In your case the customer used the welding company down the street. Now the customer is throwing out the trash in hopes you will lower your price because he gave you a reference to someone that was lower. I have known people that have to get the best price ever and have found them to always have problems with the shop or vendor.

Your job as the shop owner is to listen to them and find out what they actually want and sell them on you and your shop. You have to be the one to explain that you use TIG vrs Mig and your benefits. You have to sell yourself. It is not just your business that this takes place in. This is in all facets of business. If you can sell your benefits and do this without showing your frustration you will greatly improve your business. It is hard to be a creative person and do the wonderful job you know how to do and at the same time be the salesman that you have to be to get the job. It might be better to higher someone to handle the selling side and stick to the creative side. I do not mean this in a bad way. Both positions are work and take a totally different mind set. My father has owned a body shop for over 45 years and he is the salesman. He is key to the business success, but he does not do the creative work (anymore). He learned that he was good with the customers and managed his employees to get the desired end result. People are people and they want what you provide, but most cannot afford a Chip Foose or Troy Trepanier. Most can not afford what you desire to do for them so they will hit you with other shop prices hoping to negotiate a better price. You will also get people that can afford the project and they are master negotiators for a living and will do what they can to get the best price.

Listen to your customers! Make a note of what they want, repeat it back to them and explain your benefits. If you show signs that you are frustrated with their comments or it appears you are not listening to them you are loosing their business. You have to sell them and yourself. You must make it a win – win situation. When you do this you will have a satisfied customer and that customer will now sell your business to others.

Another point I would like to make is if you expect to be challenged like this with every customer, you will. If you change your mind set and go into every quote or estimate with a positive approach you will find your business will be much more pleasing. If you look for the sour grapes you will always find them. You sound frustrated in your post try to be positive and look for the positive you’ll enjoy your work and life much more. Every one wants a good deal! You have to sell them on your good deal! Make them feel like a million bucks!

I apologize for the book, and it’s just my 2 cents. Others may have different views of the situation. Use what you can.