Customers who ask for a second opinion are looking for someone to trust.
In this article
Why second opinions matter
A customer who calls for a second opinion just got a big quote or a scary diagnosis. They're not sure who to trust. If you earn that trust, you win the job and a long-term customer.
Listen first
Ask what they were told and how they feel about it.
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Honest diagnosis
Diagnose from scratch. Don't assume the first quote was right or wrong.
Show evidence
Photos, readings and videos explain better than words.
Give options
Repair and replace options with clear pros and cons.
Never bash
Criticizing the other company makes you look petty. Stick to facts.
Fair pricing
You don't need to be the cheapest. You need to be clear.
Follow-up
If they don't decide, follow up with your written options.
Know your numbers
Track second-opinion calls and close rate. They're often your best leads.
A script that builds trust
"Here's what I'm seeing, and here's the photo. You have two options: repair this part now, or replace the system if you plan to stay long-term. Either way, here are the prices in writing."
Where to start
Add "second opinion" as a call type, and train technicians to show evidence on every one.
Common mistakes
Bashing competitors, upselling more than the first company and no written options.
Training technicians
Practice second-opinion visits in team meetings. One person plays the worried customer, the other explains with evidence. It builds the calm tone these calls need.
Price every call so it pays.
We help service businesses set clear policies, book better jobs and turn more calls into profitable work.
Frequently asked questions
Should a technician comment on the previous company's quote?
Only with facts. Explain what you see, show evidence and give your recommendation. Never criticize the other company.