How to Overcome These Common Customer Excuses

As a moving company, your sales team is responsible for booking jobs and generating revenue. However, it’s not uncommon for customers to provide excuses to get off the phone, leaving your sales team struggling to close the deal. In this article, we will discuss some common excuses that customers give to get off the phone, as well as strategies to overcome them and close the deal.

Excuse 1: “I need to think about it.”

This is a common excuse given by customers who are not yet ready to commit to a booking. Creating a sense of urgency can be an effective way countering their hesitancy and encouraging them to book. For example, you can emphasize the limited availability of moving dates and explain that slots are filling up quickly. You can also offer a special promotion or discount that is only available for a limited time. By creating a sense of urgency, you can help the customer to understand the importance of booking quickly and encourage them to make a decision.

Excuse 2: “I need to talk to my partner.”

Sometimes, customers may not be the sole decision-maker when it comes to booking a move and will explain they need to check with their partner. It’s important to not dismiss their desire to check-in as unnecessary or claim you know what their partner would say. Instead, offer to host a conference call right then and there if their partner is free. This shows your flexibility to do whatever it takes to make them comfortable and that you honor their relationship above the bottom line. If their partner isn’t available, you can still schedule a conference call for later or offer to follow up with them at a later time to continue the conversation together.

Excuse 3: “I’m not ready to book yet.”

When given this excuse, offer to make a tentative reservation. A tentative reservation is a temporary hold on a date and time for a customer's move, which may be subject to change or cancellation until the booking is confirmed. By leading a customer to make a tentative reservation to be confirmed by them later, you can reduce the chance of losing them to a competitor. This is because tentative reservations create for many customers a sense of obligation to call your company back and cancel their reservation in the event that they’ve chosen an alternative option. At the end of the day, many customers won’t want to go through the trouble of calling to cancel and will opt to book with your company out of convenience. Tentative reservations are essentially a means of getting your foot in the door and keeping that door open.

Excuse 4: “I’ve found a cheaper quote elsewhere.”

It's not uncommon for customers to shop around and compare quotes from multiple moving companies. In this case, it's important to emphasize the value of booking with your company, rather than just the price. You can highlight the expertise and experience of your movers, as well as any additional services or perks that you offer, such as free packing supplies or a guarantee of on-time delivery. You can also offer to match or beat the price of any competitors, provided they can provide a written quote for the same services.

Excuse 5: “I’m too busy right now.”

Customers may be hesitant to book a move because they have other commitments or are busy with work or personal obligations. In this case, it's important to be understanding and flexible, and offer to work around their schedule. You can offer to schedule a call at a more convenient time, or even send them additional information via email or text message that they can review when they have a free moment. Additionally, you can provide reassurance that your company will handle the move from start to finish, taking the burden off the customer and allowing them to focus on other things.

Hearing excuse after excuse can be discouraging, but consider it as a great opportunity to provide more information and overcome any doubts the customer may have. You’re not just trying to book a move; you’re working to win a customer, which pays dividends well into the future. 
Next Steps: What excuse do you feel like you’re least prepared to counter while on the phone? What scripting do you need to meet that excuse and turn the conversation around?