A client's offhand remark about my estimate process made me rethink everything
I was giving a quote for a roof repair on a house in the West End, and after I sent the detailed breakdown, the homeowner called me. She said, 'Margaret, this is great, but I have no idea what half this stuff costs. It just feels like you're giving me a big number and hoping I trust you.' That hit me hard. I realized I was just listing materials and labor hours without any context. The next day, I changed my whole template. Now, for a line like 'synthetic underlayment,' I add a short note saying it's the water barrier that goes under the shingles and why the good stuff costs more. I even put a rough percentage next to labor, so people see most of the cost is my crew's time, not just the shingles. It takes me an extra ten minutes per estimate, but I haven't had a single person question my prices since. Has anyone else had to totally change how they explain their work to customers?