Options Presentation (Good/Better/Best)

Purpose

Define the Good/Better/Best framework for presenting repair and service options to customers.

When to Use

• After diagnostic and check-in on every service call
• Any time presenting a repair, replacement, or recommendation

The Good/Better/Best Framework

Why Three Options

• Customers want choices — one option feels take-it-or-leave-it
• Three tiers let customers select based on budget and priorities
• Better (middle) is where most customers land
• This is about complete information, not upselling

Building Options

Good (Economy): Addresses the immediate problem. Minimum viable repair meeting code. Lowest cost. May not prevent recurrence.

Better (Recommended): Addresses the problem AND related issues. Longer-lasting with better materials. Includes preventive elements. Best value — your recommended option.

Best (Premium): Comprehensive solution for root cause and all related systems. Highest quality materials. Longest warranty. Includes upgrades or modernization.

Presenting to the Customer

Summarize findings: "Here's what I found..."

Present all three options using ServiceTitan estimate screen

Explain what each includes and why

Highlight differences between tiers, not just price

Make your recommendation: "I'd recommend Better because..."

Let customer decide without pressure

Present Financing

For Better and Best, present financing alongside the price

Use all providers: GoodLeap, Service Finance, Turns — not just one

Show monthly payment — makes larger jobs accessible

Financing must be approved before work starts

The Decoy Effect

• Good makes Better look like great value
• Best anchors what a premium solution costs
• Use this ethically to help customers see the full picture

Important Notes

• ALWAYS present three options — never just one
• Never pressure — present, recommend, let them choose
• If customer wants time, leave the estimate and follow up per protocol
• For larger repairs, get options reviewed by coach before presenting

Related SOPs

• Customer Assessment & Problem Identification — building diagnosis
• Customer Authorization & Paperwork — getting sign-off
• Financing Options Explanation for Techs — presenting financing