Price Adjustments & Manager Approval

Purpose

Defines when and how a technician can request a price adjustment and the approval process required.

When to Use

Any time you need to deviate from the standard flat rate pricing — whether it's a discount, price match, or custom pricing.

Procedure

When Price Adjustments May Be Appropriate

Long-time customer loyalty: Customer has been with Spartan for years and asks for a discount on a large job.

Multiple services in one visit: Customer is getting several things done and asks for a package deal.

Competitor price match: Customer has a lower written estimate from a qualified competitor.

Membership discount: Automatically applied — no approval needed for standard membership discounts.

Goodwill adjustment: Previous negative experience, service recovery situation.

When They Are NOT Appropriate

• Customer simply says "that's too much" without a specific reason — present value and financing instead.
• Negotiating just because the customer asks — flat rate pricing is fair pricing.
• Lowering the price to close a sale when the customer can afford it — that undermines all techs.

Approval Process

Never adjust pricing without manager approval (except standard membership discounts).

Contact your manager via phone or Slack with:

- Customer name and job address.

- Original flat rate price.

- Proposed adjusted price and the reason.

Wait for explicit approval.

Log the approval and reason in ServiceTitan job notes.

Present the adjusted price to the customer as a one-time accommodation.

Documenting the Adjustment

In ServiceTitan, apply the adjustment to the estimate or invoice.

Add a note explaining the reason (e.g., "10% loyalty discount approved by [manager name]").

Never leave an unexplained price adjustment — it flags in reporting.

Important Notes

• Flat rate pricing exists so every customer gets a fair deal. Random discounts undermine the system.
• If a customer demands a discount aggressively, it's okay to politely hold the price: "I understand. This is our standard rate, and it includes everything — parts, labor, and warranty."
• Track which techs request the most adjustments — patterns may indicate a training need.
• Price adjustments affect margin. Use them sparingly and purposefully.

Related SOPs

• Authorization Requirements by Dollar Amount — approval thresholds
• Flat Rate Book Usage & Updates — standard pricing
• Discount Authorization Levels — formal discount levels