As always, you’re excited to hear your business line ringing. You answer the phone with your professional greeting and, yes, it is someone interested in your home staging services!
After telling you a bit about the million dollar vacant home she needs staged within the month, the homeowner says she’s been to your website and already knows she would like you to do the job. But, she has already spoken with a couple of other stagers who have both offered to do the initial consultation for free.
She tells you that she saw what you charge for your home staging consultation on your website and says she’ll hire you if you waive your fee.
How do you handle this phone call?
I’ll explain what I would do in an upcoming post, but first I’d like to hear what you would do. Please leave your answer by commenting below.
Debra Gould, The Staging Diva®
President, Six Elements Inc. Home Staging
Debra Gould knows how to make money as a home stager and she developed the Staging Diva Training Program to teach others how to earn a living doing something they love.
[tags] home staging business dilemma, home staging consultation, home staging, home stager, home stagers, home staging services[/tags]
I would thank her for the opportunity and gently explain that I do not do free consultations. I would be working for her the moment I pulled up to the property and she is buying my time and expertise at that point. She would have the allotted consultation time totally devoted to her and at the end of that time she would come away with a comprehensive well laid out written plan as to how to approach the staging of the property. She then would have the opportunity to hire my company to complete the staging or to take my plan and arrange to do it on her own.
Debra, I don’t charge to do an estimate on a vacant staging. If it’s in my immediate geographical area, I don’t charge to come to the property, take pictures and prepare a proposal which includes a firm quote of my fee and a very good estimate on furniture rental. If the property’s not in my area, I give an estimate of both over the phone to see if they are still interested. If so, in this market, I probably wouldn’t charge for an out-of-area in-person estimate. By the way, I DO charge to do a consultation on an occupied home, though. Would I credit that fee towards the fee should they hire me to implement my suggestions in the consultation? Perhaps, but not likely.
I ALWAYS charge my considerable consultation fee. If the client is referred by a Realtor that I work with, I discount my fee to them. Many times I’ve been relieved that at least I didn’t waste my time when the clients decide to do the staging themselves or just say no thanks. If someone isn’t serious enough to pay for a consultation, they aren’t serious enough to pay for my services. So, I’m more than happy to let them pick my talented brain, but not for free. I am the expert, the professional whose opinion makes a great deal of difference, and like a lawyer, my advice is my business, the way I earn my living as it were. Does anyone know a lawyer who gives advice for free?
I don’t do free consultations. I do a consultation that includes a room by room report that tells them exactly what to do. It takes 2 hours minimum and I never waive this fee. At the end they can use the report as a DIY or they can negotiate with me the things that they want or need done. I do have agreements with a few agents who pay for the service and use the service regularly.
Hello Debra! Work for free??? I don’t think so… I’d rather not do the work and not get paid for it than do the work and not get paid for it. The services I have to offer as a professional home stager are definitely worth their weight in gold (or at least Canadian dollars!). If I were to work for free in such a situation, the word would quickly get out that I’m willing to waive my consultation fee. If that were to happen, my business would soon be on it’s way out as a serious contender in a serious business – selling real estate quickly and a the best possible price. I’d simply tell the client that fortunately for her, I am a professional home stager and would not be willing to waive my consultation fee, since home staging consultations are what I excel at. If she isn’t willing to pay my fee, then I’m simply not willing to work with her because we all know, you get what you pay for so if she’s getting a free consultation… Basically, I would end the conversation by saying “Madame, perhaps there are other home stagers out there willing to waive their fee but since I am a professional home stager, there is no question of that happening. With my consultation fee comes the guarantee you will receive the best possible professional home staging advice and services, allowing you to sell your home rapidly and at the best possible price.”
I’ve also found over the years that “friends” want you to waive your fee or at least lower it because they’re your “friend”. I turn this around by telling the person, “Sure. You can have my “friend & family” rate. That will be 20% more than my usual fee because you see, all of friends and family members want my company and I to succeed.”
As for working for free, yes, I do do it. But only when I choose to, which is to help out in my community. I’ve given time to women’s shelters and some of their clients when they are able to move on to their own place. I charge no fee for this because I firmly believe that I need to give back some of what I’ve been given in life. Though some people say I’m crazy to do this for free, in reality, it’s not really working for free. It’s just working for another type – instead of getting paid in dollars, I get paid in smiles, tears of joy, laughter and the knowledge that I’ve helped make someone’s life just a little bit better. Nothing can really beat that feeling!
I agree Patricia, Why should we give our advice away for FREE. Those of us who have completed Debra’s courses learned early that we should get paid for our time. Why waste your time giving free advice when you could be somewhere else making money. Recently here in Nashville I saw an article that just raved about the importance and benefits of our services. However, they continued on by saying most home stagers will give a free estimate. Where in the world did they get that ??
Bottom line …. Get paid for your time.
Gary Baugher , An Eye 4 Change Home Staging , Nashville TN.
I still struggle with this question. Realtors have even argued with me about charging for a consult. They say that if they can do an appraisal for free why can’t we do a consult for free. Many related occupations such as painters, landscapers, etc. don’t charge for an estimate and know that those jobs may not amount to anything more. However, I really feel that a Home Stager’s consultation gives so much of our talent away. I refuse to give that up for free. Maybe we can just call it something else such as a working consult or the initial appointmentt?
She wants me, but she’s talking to other stagers? This is a negociating tactic. Let’s be honest, it’s rather savvy on the woman’s part. When this kind of scenairo comes along I remind myself “If my mouth is moving, I’m getting paid!” Literally, I look in the mirror I’ve hung by my desk and remind myself of this cornerstone I’ve set for my business. I’m sure this sounds strange, (I can admit this because I consider myself among friends right now) but it works for me. I then confindently yet tactfully tell the prospect… “I make a living selling my time and talent, and the real grass roots of my service to a client comes in the consult. Once I spend time in your home, my talent begins to flow and my ideas take shape… THAT is what I’m selling you, and it’s yours to keep when I’m done. I’m sure you can see the real value in that, and I have an opening on Wednesday afternoon if you’d like to get the ball rolling!
Leah, Great segway into an appointment, paid of course.
Thank you Patricia! Please feel free to use my wording. I don’t consider it intellectual property … at least not yet! LOL!
I would not do it for free, I would be giving valuable information, and creative ideas, that could help them make thousands of dollars more on their property because of my expertize. My time and information is my income.
Carol
Thank you!!! I already got cheated out of 2 plans myself. I agree: even from the first, a stager already has ideas useful to a client, so the stager deserves to be paid. The stager does not “estimate”–s/he already has useful output.
I am just starting out in the home staging field and currently offer a one-hour free consultation. At this point, I view it as an opportunity to get my name out there. I am conflicted about this subject tho because I used to do “house calls” for free while I was working at home furniture stores because the company advertised this to prospective clients. I ended up with a 50% sales rate, and of course, I was on straight commission, not a salary.
So my question is — how do I cut off the 1 hour consultation and lead into a future appointment?
Of course not, Nothing free, We will discuss of the opportunity of staging and gertting more $$$ for seller /agent. Sorry I ‘m french. But I try to get involved.
Thanks Debra
When I first started my business, I fell into the “free consultation” trap just to get business. Don’t do it! Like so many of the other comments on this topic, the initial consultation is the most informative. Unfortunately for me … when I left the consult, I never heard from the sellers again despite repeated attempts. BURN! Why? Because I had given them all the info they needed to sell their home and they staged their home themselves! … and sold it quickly! .. and I got no recognition for it!!! I have never given written “action plans” to a seller for obvious reasons. I never leave a consult without full payment for a staging in hand. This way the client knows what repairs/improvements I’m going to do, and I’ve been paid for it UP FRONT. Our time is valuable and we’re not doing this just because we have a passion for staging. If you’re in business, you’re in it to make money!
Staging To Sell
Home Staging For Sellers . Interior Design & reDesign
231.690.0398
Jill R. Monczunski
President/Designer
http://www.staging2sell.com
jill@staging2sell.com
Michigan USA
I agree – no free consults for occupied properties! I give valuable information that they COULD use to do it themselves. If they use my services for more, that’s great!
However I do give preliminary estimates for vacant properties. I qualify them on the phone first and make sure they are quite serious. I’ve been burned a couple of times, but I’ve also gained a lot of loyal customers like investors, realtors and home owners.
Everyone has to make their own decisions and find what works for them.
Debbie Fiskum, The Home Decor Genie!
I’m stuggling with this issue myself. I am a new stager and have had 2 jobs so far through a realtor. This realtor wants to use me but he doesn’t want me to charge the consult fee and he also wants me to get paid when the house sells at closing! He says that THEY don’t get paid til closing or charge people a consult fee and I shouldn’t either! He also said that he couldn’t “sell the consult fee” and that people don’t have the $$ up front to pay for the whole job let alone the consult fee, but would be more likely to pay at closing. Since I needed the job, ( I know this is not a good thing to do,) but I did it on the first job (sold in less than 30 days fortunately) and this second job I required 1/2 now and rest at sale. I think the next job, I”ll have to put my foot down and get it all up front. Since both the homes were vacant, I was okay with not charging the consult fee. When I do one that is occupied, I definitely will charge for the consultation fee!
Susan,
The first time a realtor gave me that whole “Poor me, I get paid later and so should you” stuff I firmly said to him “…And that’s exactly why I am not a realtor!”
The day I stopped looking for all realtors to love me was the day I started seeing more success in my business. The right realtors will treat you right, and ones like this will burn you out. YOU are your boss… You set your terms… You are accountable to your business. Sorry for going off on this topic, but I hate to see this happen to one more new stager out there. You’re right to put your foot down Susan… I’m in your corner and I’m sure a lot of other Diva Grads are too.
In response to Susan Gillespie’s comment – A realtor also recommended to me that I get paid at closing. I don’t know where you’re located, but our real estate market is very depressed in Michigan, and way too many houses are not selling at all. They are going into foreclosure. So, if I were to go that direction, I wouldn’t get paid … period. Also, I’m sure I’m not alone in this theory … don’t we need to get paid to KEEP OUR BUSINESS GOING? I’m talking cash flow here… and who wants to wait 30, 60, 365 days, or never! … to get paid? I never, ever leave a consult without total payment in hand. From the consult through the total staging expenses. If I spend more they reimburse me at the end. If I end up spending less than originally anticipated, I reimburse my clients. But no matter how you shake it, I get paid IN FULL at the initial consultation. For me, this also eliminated that dreaded phone call from a client who changed their mind about hiring me after the initial consultation. Their money in my hand seems to seal their committment to having their home professionally staged. I am totally honest with my clients and present receipts for every item I purchase for their staging project. Giving them receipts serves two purposes: trust in me on their part; and, if after selling they want to return any items I have purchased for them, they have the receipts to do so. Obviously I have to quessimate my shopping time, etc. up front, and I keep time cards for each client for my records, as well as for billing purposes. After my initial consult, I charge on an hourly basis (discussed in our initial consultation).
Staging To Sell
Home Staging For Sellers . Interior Design & reDesign
231.690.0398
Jill R. Monczunski
President/Designer
http://www.staging2sell.com
jill@staging2sell.com
AMEN, Leah!!!
Staging To Sell
Home Staging For Sellers . Interior Design & reDesign
231.690.0398
Jill R. Monczunski
President/Designer
http://www.staging2sell.com
jill@staging2sell.com
Michigan USA
Hear, hear, Leah! Well put.
Thanks for the encouragement Leah and Patricia!
I like that response for realtors! Thank you!
As for clients trying to get stuff free, they always will. I’ve even had a client try to ask me to look at pictures of stuff he wanted to borrow from friends and family to stage his home! 72 Pictures! And then he wanted me to tell him which ones would work and which wouldn’t. For free!
Don’t put your foot in that trap. It’s simple. We are Home Staging Experts. We sell advice. If you give it away, you’ll soon be closing up shop.
I’d much rather not do the job and not get paid for it, than do the job and not get paid for it. At least with the first option, I can spend the time wisely to grow my business!
Have faith and confidence in yourselves, ladies! If you have what it takes, don’t let them take it! Sell your services for what you’re worth!
Hi, Pauline. Next time free pictures/free advice happens, you can say, “Those are considered as references, and I discuss references, as well as provide additional ones, on my next consultation, which is a paid consultation. Do you want to schedule one on [date/time].” Please also share with us later how that works out for you.
Leah, I love your scripts!
All – Thanks for the feedback. I appreciate learning from other people in the field.
When a potential client calls me for a vacant staging, I give them a ballpark estimate over the phone of my staging fee (I’ve been doing this for a long time, so I pretty much know how much of my time it will involve). Included in this estimate is my time to go out and initially preview the property. Most consults take me take two to three hours, so that’s the amount that I collect upon that initial visit. If they decide to proceed with the staging, that initial visit fee gets credited towards their total bill. If they choose not to proceed, I didn’t lose any money because I at least got paid for my time at their property.
What a great stream. I’m glad to see that most are charging for initial consultations. It will be a great day for our industry when stagers charge for all their time – every time. Similar to Leah, if I have to get in my car, I’m charging.
When the painter or contractor come to the house for an estimate, they are not leaving the owner with anything of value. And Realtor’s should not define a home stager’s business model. I have been asked by agents to do free consultations, reduce my 2-hour minimum to 1, and even asked for a referral fee. Debra’s courses and Dialog calls prepared me and I turned down all of these requests – prepared to lose the jobs. I didn’t. Once the agents saw what I could do for them, I gained more work (and more confidence).
Just a month ago, a potential client called about home staging. Another stager gave an in home “free estimate”. The stager talked the seller out of spending money on staging, but told the seller what to do. A free consultation prevented either of us from getting the job. This stager is missing out on a valuable revenue stream – consulting.
Everyone has doubts. I fight my demons every day. Define your business model well and commit to it. Do not be swayed by outside forces that have interests that compete with yours. Have confidence in your abilities and knowledge. And listen to Leah!
I love you guys! Thank you for validating that the Staging Diva business model works and sticking to your ideals even when the easier short term solution is to give in. It never serves you well long term. That’s why you’re in business after three and four years while many of your competitors gave up in under a year.
Our company policy is to always charge for a consultation, regardless of if the house is occupied or vacant. However, if the homeowner hires us to complete the entire staging job (and we have a signed contract in hand) we offer to waive the consultation fee since a consultation is included in the price of our complete staging package. This has worked well for us since we always get paid for our time and homeowners will often go ahead and hire us to finish the job and feel that they’re getting a good deal.