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Dispatch Fee Objection & Waiving Dispatch Fee (WHEN & HOW) 

“Value first. Control always. Waive strategically.” 

Small price concession → large return 

🔹 OBJECTIVE 

  • Protect the value of the dispatch fee  

  • Prevent immediate pushback from killing the call  

  • Use waiving as a closing tool, not a giveaway  

 

🧠 OBJECTION PSYCHOLOGY  

When a customer pushes back on the fee, they are usually thinking: 

  • “I don’t want to pay just for someone to show up”  

  • “Other companies might not charge this”  

  • “I’m not sure I trust this yet”  

👉 This is a trust and value gap, not just a price issue 

 

🔥 STEP 1: ACKNOWLEDGE + EMPATHY (ALWAYS FIRST) 

 

🗣️ SCRIPT: 

“I completely understand.” 

👉 That’s it. Short, calm, confident. 

 

 

⚠️ COACHING NOTE: 

  • Do NOT skip this  

  • Do NOT argue  

  • Do NOT sound defensive  

 

🔥 STEP 2: VALUE EXPLANATION 

 

🎯 Goal: 

Help them understand what they are actually paying for 

 

🗣️ SCRIPT (CORE): 

“That fee covers having a licensed technician come out, diagnose the issue, and walk you through your options so there are no surprises.” 

 

🔁 ALT VERSION: 

“That way you’ll know exactly what’s going on before making any decisions.” 

 

🔁 STRONGER VERSION (WHEN NEEDED): 

“Our goal is to make sure you have a clear answer and the right solution, not just a guess.” 

💡 WHY THIS WORKS: 

  • Reframes fee as value, not cost  

  • Builds trust  

  • Reduces resistance  

🔥 STEP 3: MOVE BACK INTO BOOKING 

 

🗣️ SCRIPT: 

“Let’s go ahead and get you taken care of.” 

“We have availability [today] or [tomorrow], what works better for you?” 

 

👉 Always try to close before offering to waive 

 

🔥 STEP 4: ESCALATION PATH (WHEN THEY STILL PUSH BACK) 

 

🎯 Goal: Save the call without giving away value too early 

 

🗣️ SCRIPT: 

“I hear you — we definitely want to help.” 

“Let me check with my manager really quickly and see what we can do for you.” 

 

👉 Pause (even if fake, it matters) 

 

🗣️ RETURN SCRIPT: 

“Good news — we were able to get that taken care of for you today.” 

 

🔒 CLOSE IMMEDIATELY: 

“Let’s go ahead and get you scheduled.” 

 

🚨 CRITICAL RULE 

👉 NEVER say: 
❌ “I’ll waive it” 

👉 ALWAYS say: 
✅ “We were able to take care of that for you” 

👉 This keeps: 

  • Authority  

  • Value  

  • Control  

 

🔥 WHEN TO WAIVE (APPROVED SCENARIOS) 

​

✅ 1. TRUE EMERGENCY 

  • Sewer backup  

  • No heat / no AC extreme weather  

  • Water leak / flooding  

👉 Script Tone: 
Fast, empathetic, action-driven 

​

✅ 2. HIGH-VALUE JOB POTENTIAL 

  • System replacement  

  • Major plumbing issue  

  • Excavation / big ticket  

👉 Strategy: 
Small concession → large return 

​

✅ 3. MEMBERSHIP OPPORTUNITY 

👉 Script tie-in: 

“Another option is for you to sign up for our membership program where you will pay a low monthly or annual fee. You will receive discounts on repairs, services, bi-annual maintenances and waived dispatch fees all the time!” 

(There is a membership section that will further explain this!) 

 

✅ 4. SERVICE RECOVERY 

  • Missed appointment  

  • Bad experience  

  • Complaint call  

👉 This is non-negotiable goodwill 

 

🔥 FULL FLOW EXAMPLE (REAL CALL) 

 

🗣️ CUSTOMER: 

“I’m not paying a service fee” 

 

🗣️ CSR: 

“I completely understand.” 

“That fee covers having a licensed technician come out, diagnose the issue, and walk you through your options so there are no surprises.” 

“Let’s go ahead and get you taken care of.” 

“We have availability today or tomorrow, what works better for you?” 

🗣️ CUSTOMER: 

“I still don’t want to pay it” 

 

🗣️ CSR: 

“I hear you, we definitely want to help.” 

“Let me check with my manager really quickly and see what we can do for you.” 

(Pause) 

“Good news, we were able to take care of that for you today.” 

“Let’s go ahead and get you scheduled.” 

👉 This is perfect execution 

​

🔥 BAD vs GOOD  

❌ BAD: 

“Yeah we can waive it” 

🚫 No value 
🚫 No control 
🚫 Trains customers to push back 

​

❌ ALSO BAD: 

“That’s just our policy” 

🚫 Defensive 
🚫 No trust 
🚫 Kills the call 

​

✅ GOOD: 

“I completely understand.” 

“That fee covers having a licensed technician…” 

“Let me check with my manager…” 

👉 Calm. Controlled. Professional. 

​

🔹 SCORECARD (FOR THIS SECTION) 

Score 1–5: 

  • Used empathy first  

  • Explained value clearly  

  • Maintained control of call  

  • Followed escalation process correctly  

  • Closed after waiving  

 

“If you lead with value, most customers will accept the fee. If you lead with discounts, they will expect them.” 

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