Your cell phone rings and the call display shows it's 'that client.' You know who I mean. That client who is constantly grinding your gears, and is always upset about something. That same client who got their hands on your direct number some time ago and hasn't stopped calling you since.
You answer (knowing they will call back if you don't), and to nobody's surprise, they are angry. They remind you about the special pricing you agreed to provide them on their current project and are demanding to know why it wasn't reflected on their invoice.
We have all been there. Somehow, the discount you agreed to slipped through the cracks, and your customer was billed off your standard rate sheet. Here is the good news: never again will you have to answer that call from that client when you implement 'Client Specific Pricing' in ServiceTitan.
What It Does
Client Specific Pricing allows you to pre-determine markup and labor rates on a custom rate sheet. When creating your custom rate sheet, you can markup based on a percentage, a dollar value, or a multiplier. You can also select a range to apply the markup. For example, an item that costs you $1000 can be marked up 50%, while a higher-priced item is only marked up 25%.
While being able to set specific markup rates is fantastic, sometimes a blanket discount rate is a better option for you. The discount tab in the setup tool applies a percentage discount of your choice to the item's price, not the cost.
There are additional options to set and automate labor rates and even an option to create an exception. If a particular item or service should never be included in the discount or custom markup, you can create a rule that excludes it. For example, you may offer a service that is already priced to sell and shouldn’t be discounted any further.
Once you create a custom rate sheet, you can ensure it is always applied to your client by assigning it to the customer record. Alternatively, you can restrict it to specific work for that client by assigning it to a location, an invoice, or an estimate. Once assigned, that rate sheet will be automatically applied whether you are working from the office or on mobile.
Why It Matters
When customers are promised a special price that isn't reflected on their invoice, they tend to assume they are being taken advantage of and immediately jump to anger and accusations. Contractors don't often get the benefit of the doubt, and therefore, we have to get it right every time. Utilizing client-specific pricing in ServiceTitan ensures the price you quoted is the price they are charged.
Offering your clients special pricing, even if it is only a small savings for them, makes an impact. It is a great way to reward clients for repeat work and a tool for your sales team to close more deals.
Get Started Now
Click on the 'Pricebook' module in your account. If you see an item in the left side menu called 'Pricing Builder, ' you are all set to build your first custom rate sheet. Follow the instructions here.
If you do not see the 'Pricing Builder' menu item, please contact support and ask about 'configuration for client specific pricing.'
