Raquel said your pricing was “way too high” and you had nowhere to go. The $249 Refresh tier is your safety net — when someone balks at $389, justify the value first, then offer $249 as a “more focused option.”
The pattern: Raquel is the 7th consecutive lead across Mar 29–31 to receive pricing with no recovery path when they hesitated. She explicitly said “way too high” and you went silent. The $249 Refresh tier has not been offered to any of these 7 leads.
Why this matters: The downsell isn’t a discount — it’s a different service at a different price point. An interior + exterior refresh at $249 is still profitable and still solves the customer’s problem. Without it, every price objection becomes a dead end.
The 3-step recovery: Step 1: Justify — “it’s a full deep clean, not a surface wash. I’m the owner and do every job personally.” Step 2: Downsell — “I also have a more focused option at $249.” Step 3: Keep the door open — “either way, happy to help.”
What you did: Three targeted discovery questions completed before presenting any pricing. One question per text, gave Raquel space to share details naturally.
Why it matters: Discovery-before-pricing is becoming consistent. You had the full picture before naming a number — spinal surgery recovery, both interior and exterior needed, 2020 Toyota CHR with minimal pet hair. This is the consultative approach working.
What you did: Unprompted follow-up text to Dr Gilliam’s assistant about scheduling another Rolls Royce detail — 17 days after the last service. Mona called back to say she saw the message.
Why it matters: Reaching out before the customer asks keeps the relationship warm. Dr Gilliam is a 2x repeat Enthusiast ($738 total). This proactive outreach is how you build a recurring book of business.
Quoted $389, said “way too high.” Recovering from spinal surgery, needs help with her 2020 Toyota CHR.
New contact called in (37s), went to voicemail. No conversation.
Discovery before pricing: Three targeted questions completed before any options presented. One question per text gave Raquel space to share details naturally.
Q2 examples surfaced condition: Asking about “stains, pet hair, vomit, or other extreme scenarios” got Raquel to confirm minimal pet hair and nothing major.
Proactive follow-up about scheduling another Rolls Royce detail. Mona called back confirming she saw the message. 2 prior services ($369 each). Friday/Saturday offered.
New contact, 37s, went to voicemail. Needs follow-up text.
Replied “Stop” to auto-SMS. DnD enabled. No conversation.
100+ automated quote emails since Feb 25. Zero human interaction. Bot or broken form. Consider adding CAPTCHA to the quote form and cleaning this contact from GHL.