Quoting a Safe Opening for an Estate Sale
A technician receives a call from an estate executor who needs a home safe opened before an estate sale in three days. The executor does not have the combination and is unsure of the safe's make or model. The technician quotes a flat opening fee by phone based on the caller's description ("a big old safe"). On arrival, the safe is a large antique floor safe with a damaged dial and evidence of a prior drill attempt near the lock. The opening will take significantly longer than quoted and may require parts. The executor is upset about the original quote.
1. What went wrong in the quoting process, and how should the technician handle the situation now?
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The error was quoting a flat fee without verifying the safe's make, model, condition, and access. Antique safes, prior drill damage, and unknown lock types are all cost drivers. Now: (1) Acknowledge the quote was based on incomplete information and explain specifically what changed (make/model, prior damage, additional time/parts). (2) Provide a revised written estimate with the basis for the change, and let the executor decide. (3) Offer options - proceed at the revised price, schedule a separate assessment, or decline. (4) Document the original quote, the revised estimate, and the customer's decision. Do not simply perform the work and bill the higher amount without agreement; that is a billing dispute waiting to happen.
2. What should the technician do differently on future calls to prevent this outcome?
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Ask structured intake questions: make/model if visible, type (mechanical/electronic), approximate size and weight, known damage or prior attempts, and access conditions. Request photos or a short video before quoting. Quote a range or an assessment fee plus a not-to-exceed estimate for unknown safes, and state in writing what would change the price. For estate and time-sensitive jobs, confirm the deadline and build in a buffer. This protects both the customer and the technician and is consistent with transparent, professional practice.