Quoting over the phone starts the same way: a client describes a job and asks what it will cost. Say a number and you have anchored the price. Refuse and you may lose the work to someone who did not.
There is a middle route, and it is better than both.
Quoting over the phone: give a range, not a number
For a standard replacement in an accessible position, that is usually between R6,000 and R8,000 including VAT. If the pipework needs replacing or access is difficult, it goes up. I can confirm exactly once I have seen it.
Three things that does. It answers the question, so you are still in the running. It sets the conditions that would change the number. And it names the inspection as the thing that produces a real price.
The rules
- Never give a single figure for work you have not seen.
- Always state what the range assumes, in the same breath.
- Follow it up in writing the same day, with the same range and conditions.
- Convert to a quotation only after inspecting, and reference the range so the client sees the connection.
The written follow-up matters most. A range given on the phone and never confirmed becomes, in the client's memory, a price.
Charging for the assessment
For anything requiring real diagnostic time, quote a fixed assessment fee and credit it against the job if the client proceeds. That filters clients who are collecting numbers rather than buying, and it pays for the time either way.
When to decline
| Signal | What it usually means |
|---|---|
| Wants a firm price with no site visit | Comparing on price alone. The job will be won by whoever guesses lowest |
| Already has several quotes and wants you to beat one | You are being used to negotiate, not to work |
| Cannot describe the scope but wants a number today | The scope will grow after acceptance |
| Refuses an assessment fee on a complex job | Not yet a buyer |
Declining politely is a commercial decision, not a failure. The quotes you lose because you insisted on seeing the job are usually the ones you would have lost money on.
Common questions
Is a verbal range binding?
It is safer to treat any figure you give as one a client will hold you to. Say the conditions, then confirm in writing.
How wide should a range be?
Wide enough to be honest, narrow enough to be useful. If you cannot do both, quote an assessment instead.
Should I charge for quoting?
Not for a straightforward site visit. For genuine diagnostic work, yes.
Turn the assessment into a proper quotation with scope, exclusions and a validity date.
Create a professional quotationDisclaimer: This content is for general information only and does not constitute legal, tax, accounting or financial advice. Always confirm important requirements with SARS, the relevant authority or a qualified professional.
