What to say when a customer says your quote is too expensive

“That’s more than I expected” isn’t a no. It’s a question. Here’s how to answer it without racing to the bottom.

Before you drop your price

  1. Ask what they’re comparing it with. Another quote may leave out materials, waste removal or making good.
  2. Explain what’s included. Customers often can’t see the difference between two prices until you spell it out.
  3. Offer options, not a discount. Change the scope or materials rather than the rate for the same work. Cutting your price for nothing tells them it was padded.
  4. Be ready to walk away. Some customers only buy on price. Losing them politely is fine; working at a loss isn’t.

The replies

Pick the one that fits where the conversation is.

Find out what they’re comparing

Subject: Your quote for [the job]

Subject: Your quote for [the job]

Hi [Name],

Thanks for being honest about the price. Would you mind telling me what you’re comparing it with? Quotes for [the job] can cover quite different things, and I’d like to make sure you’re comparing like for like.

Happy to talk it through on the phone if that’s easier.

Thanks,
[Your name]

Explain what’s included

Subject: What’s included in your quote

Subject: What’s included in your quote

Hi [Name],

To help you compare, my price for [the job] includes:

• [Inclusion, e.g. all materials and fittings]
• [Inclusion, e.g. removing and disposing of the old one]
• [Inclusion, e.g. making good afterwards]
• [Guarantee, e.g. a [x]-month workmanship guarantee]

It’s a fixed price, so there are no extras unless you ask for changes.

Thanks,
[Your name]

Offer options, not a discount

Subject: A couple of options for [the job]

Subject: A couple of options for [the job]

Hi [Name],

I understand the budget matters. Rather than cut corners, here are a couple of ways to bring the cost down:

• [Option 1, e.g. a different finish or material] for [price]
• [Option 2, e.g. doing it in two stages] for [price]

Let me know if either works for you.

Thanks,
[Your name]

Hold your price politely

Subject: Re: your quote for [the job]

Subject: Re: your quote for [the job]

Hi [Name],

Thanks for coming back to me. I’ve looked at it again and I’m confident the price is fair for the work and materials involved, so I’ll keep it as quoted.

I completely understand if you go with someone else. If you change your mind, the price stands until [date].

All the best,
[Your name]

Price objections are easier to avoid than answer: a clear quote does most of the work. See how to write a quote that gets accepted.

More free guides

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