Call Guide
Getting started
Bathroom: -- m²
Set
m² or x m
m

What type of job is this?

Property & site
Central point (default: Surfers Paradise)
Measure the run, fall and area in Google Earth, then type the numbers here. They flow straight into the price.
Your recommended fix and price will show here as you work through the steps.
Step 1 of 6 - Symptoms
1
What is the customer noticing?
Their words, tick all that apply
▾
Already know what they want?
Tick the job and price it now. You can still work through the questions below for anything they are unsure about - it all adds up into one quote.
or help them figure it out
Ask
  • What's going on at the property?
  • Where do you see the water, and when?
  • How long has it been happening?
2
A few quick questions
Pin down the real cause before the fix
▾
3
What's really going on
The root cause, in plain terms
▾
4
The fix we recommend
Explain it, show how it works
▾
5
Questions & concerns
Handle it, tweak the fix if needed
▾
6
Agree the solution
Lock it in, then price it
▾

The quote

Send in under a minute
📧 Email
💬 SMS
🧾 Invoice body (paste into invoicing software)

Bathroom Checklist

⏱ 4-6 mins
🏠 Floor Level & Existing Condition
Floor level
Ground floor
Concrete-breaking may need termite barrier
Upstairs
No termite barrier required. Carry allowance:
Above bedding waterproofing
Optional extra protection
Damage & changes
Signs of leak or water damage?
Flag only - no cost added
What's moving? (taps, toilet, walls…)
Flag only - priced by engine
Property type
House
Townhouse
Apartment
Floor construction
Timber
Concrete
Under-floor access
Easy
Difficult
🚿 Which style of shower?
Walk-in
Fixed panel with a water stop (water stop is the waterproofer's item — no cost here)
Enclosed
3-sided (sometimes 2). Hinged & sliding — same price.
Concrete hob
Build + waterproofing + tiling (combinable with either style)
🪞 Vanity
Single or double vanity?
Single
One basin.
Double
2nd vanity / basin
Floor-standing or wall-hung?
Floor standing
Sits on the floor.
Wall hung
One extra plumbing hour to hang and brace
🪟 Tile Coverage
How high are the tiles going?
Floor to ceiling
All walls full height (most tiling)
Halfway up
Shower recess still full
Skirting only
Floor tiles + skirting
How high do the tiles currently go?
Floor to ceiling
Existing tiles reach the ceiling (cornice at risk on strip-out)
Halfway up
Existing tiles stop below the ceiling
Skirting only
Existing tiles at skirting height
No existing tiles
Walls currently untiled
Large format tiles (>600mm dimension)
$135/m² tiling (vs $90 standard)
🔍 Ceiling Condition
No issues
Stains / soft spots
Ceiling replacement (net of wet seal)
Does the bathroom have a cornice?
Repair or replacement may apply
Ceiling wet seal included as standard ($35/m2) - applied by painter
🛁 Bath
Include bath work?
Off by default
Is there an existing bath?
Yes
There's currently a bath
No
No existing bath
Bath plumbing position confirmed on site visit
Special Features & Upgrades
Recessed (in-wall) mirror cabinet
Carpentry — cabinet from fixtures selection, concrete backing required
Concrete-breaking work required
+$300 termite barrier (ground floor only)
Shower niches
$550 each (tiling + carpentry). 1st at 25%, 2nd+ at 40%. Next niche:
1
⚡ Electrical
Electrical points
3 included. Extra light, heated towel rail, new circuit. Each point above 3:
3
🚪 Doors & Openings
Doors to trim
1 standard — add for ensuite or 2nd door. Each door:
1
Is there a window? How many?
Each deducts 1.20m² from wall area. Tiling (full-height only):
0

Quote Summary

✅ What's included
✓ Strip out the old bathroom and cart away the waste
✓ Rough-in plumbing and electrical, re-sheet and frame as needed
✓ Waterproof and bed the floor to falls
✓ Tile the floor and walls, set the screen and niche
✓ Fit off all plumbing and electrical, silicone and seal
✓ Full clean and handover, ready to use
Say This
  • Quote the price, name the key scope in one line
  • Quote the saving vs the normal price
  • "How does that sit with your budget?"

Combined Quote Summary

Qualify

⏱ 2-3 mins
📋 Are they getting other quotes?
🔥 No — haven't called anyone else
First mover advantage
Yes — 1 or 2 others
Yes — several quotes in play
👥 Who's making the final decision?
Me — I decide
Both of us — partner is on the call
Partner not on the call — will be at site visit
Confirm both will be there before anything is committed
Partner not on the call — book a callback together
"Happy to jump on 10 mins with both of you"
📅 When are you looking to get started?
🔥 Few weeks
1–3 months
Just planning
💳 Finance or cash?
Cash / savings
Financing
Note: deposit is only 5% to lock in date
🔑 The close question
Ask This
  • "If the measure-up comes back at a similar number to what we've talked about today, is there anything that would stop you going ahead with us?"
🟢 "No, nothing — we're ready to go"
"Just need to confirm with my partner"
"Depends on the exact final price"
"Still waiting on other quotes"
🔴 "Need to think about it"
Score capped — don't book site visit yet

Check Urgency

Say This

Test their readiness:

  • If the measure-up stacks up, could you start in 3 to 5 days?
  • Or is that too soon?

What did they say?

What's the issue?

Ask This

"What's going on? Tell me what you're dealing with."

Price Range Found

Job Type
$0 - $0
Confirm & Give Price

Confirm scope, give range, check budget:

  • Confirm: you've got [job description]
  • Typically around [price range]
  • How does that sit with your budget?

Pre-Call Prep

⏱ 2-3 mins

Read the full hot lead report before calling. Look at: photos, call notes, email history, timeline, price range, and what we missed.

Opening

⏱ 15 secs
Say This

Intro yourself and check timing:

  • Hey [Name], it's [Your name] from Plaza Works
  • Calling about your [job type]
  • Got a minute?

What did they say?

Confirm Job Scope

⏱ 45 secs
Say This

Play back what you know, then check:

  • Confirm: [job description with context]
  • Is that the full scope, or anything else?

Example scripts:

Check for Competitors

⏱ 30-60 secs
Ask This

"Just out of curiosity - has anyone else given you a price on this yet?"

What did they say?

We're First

Say This

"No worries - let me give you an idea of what you're looking at."

They've Got Quotes

Ask This

"Okay, so what's stopping you from going ahead with them?"

What's their reason?

Price Objection

Ask This

"What did they quote you? And do you know what was included in that?"

  • Get their number so you know if you can compete
  • Cheaper quotes often leave out waterproofing certs, compliance, or skip steps

Trust Objection

Say This

"Yeah fair enough - you've got to be careful. Here's how we do things differently..."

  • Hundreds of 5-star reviews - happy to send links
  • Progress payments tied to milestones, plus escrow protection on bigger jobs
  • QBCC licensed with proper compliance certs including waterproofing

Timeline Objection

Ask This

"When were you hoping to get started? Let me see what we've got."

  • Note their deadline - if you can start sooner than the other company, that's your edge
  • If you can't beat their timeline, be upfront and lean on quality instead

Getting Quotes

Say This

"No worries, that's smart. How many quotes are you trying to get?"

  • Their answer tells you how serious they are - fewer quotes means closer to deciding
  • Focus on getting the site visit booked so they can compare properly

Communication Objection

Say This

Acknowledge it and contrast our approach:

  • Stage-by-stage breakdown with payment tied to milestones
  • Upfront about what's in the price and what's not
  • 12 months workmanship warranty plus waterproofing cert

Other Concern

Ask This

"What's the main thing holding you back?"

  • Let them explain fully before responding, then repeat it back so they know you've heard them
  • Address it directly - if you can solve it, say how. If you can't, be honest about it

Clear Remaining Concerns

⏱ 15-30 secs
Ask This

"Anything else you'd want to know before I give you an idea on price?"

What did they say?

Price Qualification

⏱ 45 secs
Say This

Give range and check reaction:

  • For that kind of job, typically around [price range from report]
  • How does that sit with you?

What did they say?

Budget Gap

Ask This

"Fair enough. What sort of number were you hoping to come in at?"

Select alternatives that could work:

✓
Stage the work Varies
Do the most urgent section now, the rest later
✓
Simpler solution Varies
Less pits, shorter runs, or surface drains instead of subsurface
✓
You do the digging -$500 - $1,500
You dig the trenches before we arrive, we handle the plumbing
✓
Payment plan Spread cost
Spread payments over time with finance option
✓
Do fewer items -$1,000 - $3,000
E.g., just vanity + taps, skip toilet replacement
✓
Payment plan Spread cost
Spread payments over time with finance option
✓
Downgrade to Refresh -$2,000 - $10,000
Keep existing tiles, just replace fixtures. Refresh starts from $5k.
✓
Floor tiles only -$2,000 - $3,000
Skip wall tiling, just do floor and fixtures
✓
Payment plan Spread cost
Spread payments over time with finance option
✓
Keep existing layout Varies
Savings depend on floor material, current layout, and how far things would need to move. We can only confirm this on site, but keeping the same layout always saves money.
✓
You do the demo -$2,500 - $3,000
You strip out tiles, fixtures before we start
✓
Downgrade to Partial Update
Skip demo, electrical, painting - just retile + fixtures. Partial starts from $9k.
✓
Skip electrical (3-5 points) -$950 - $1,550
Keep existing lights and exhaust fan
✓
Skip painting -$950
You paint the ceiling/walls yourself after
✓
Payment plan Spread cost
Spread payments over time with finance option
✓
Switch to Install Only -$5,000 - $8,000
We do all the work, they source their own fixtures and tiles. Build starts from $19,400.
✓
Payment plan Spread cost
Spread payments over time with finance option
✓
Downgrade to Partial Update -$5,000 - $10,000
Skip demo, electrical, painting - just retile + fixtures. Partial starts from $9k.
✓
Skip electrical (3 points) -$540 - $900
Keep existing lights and exhaust fan
✓
Skip painting -$550 - $950
You paint the ceiling/walls yourself after
✓
Payment plan Spread cost
Spread payments over time with finance option

Did an alternative work?

Price or Cash Flow?

Ask This

"Is it the price itself, or more about spreading the payments?"

What's the real issue?

Offer Finance

Say This

Offer Zip finance:

  • Interest-free finance through Zip
  • Spread over 6, 12, 24, or 36 months - no interest
  • Would that help?
Product Interest Free Max
Zip Money6 months$30,000
Zip Money12 months$30,000
Zip Money24 months$30,000
Zip Money36 months$30,000

Are they interested?

Not Qualified

Say This

Wrap up and leave the door open:

  • No worries - everyone's got a budget
  • If anything changes down the track, you've got our number
  • Send a text with your details

Add to nurture sequence. Don't waste time chasing.

Qualify Urgency

⏱ 45 secs
Say This

Test their readiness:

  • Need to do a site visit for an exact quote
  • You're happy with the range - if everything stacks up, could you start in 3 to 5 days?
  • Or is that too soon?

What did they say?

Not Ready Yet

Say This

Wrap up warmly:

  • No worries - timing isn't right at the moment
  • Send a text with your details
  • Give us a bell when you're ready

Add to nurture sequence.

Create Scarcity

⏱ 30 secs

Book the Job

⏱ 1-2 mins

Did they agree?

Book Measure-Up

⏱ 1-2 mins
Say This

Explain the measure-up:

  • Next step: bathroom expert comes out for a proper measure-up
  • Gives you an accurate number, not just a range
  • Walk through exactly what's included
Then Say

Explain deposit process:

  • If you're happy, 10% deposit on the day
  • Locks in your price and start date

Did they agree?

Give Price Range

⏱ 30 secs
Say This

Give range and offer timing:

  • For that kind of job, typically around [price from guide]
  • Can get someone out [timeframe - e.g. tomorrow, this week]
  • How does that sound?

Quick Reference

Service call (diagnosis, minor repair)$210 - $350
Standard repair (tap, toilet, blockage)$350 - $650
Fixture replacement (toilet, vanity, taps)$700 - $1,500
Hot water system replacement$1,500 - $3,500
Major work (burst pipes, gas, multiple)$3,500 - $7,000

Note: If this is bathroom-specific work (reseal, tap/toilet in bathroom), use the Bathroom Reno path for bathroom-specific pricing.

What did they say?

Book Service Call

⏱ 1 min
Say This

Lock in the booking:

  • Payment on arrival once the job's done
  • What day works best - [Day] or [Day]?
After Booking

Confirm details:

  • Locked in for [Day at Time]
  • Confirmation text with all details incoming
  • Plumber will call when on the way
  • Anything else before I let you go?

Lock In Time

Say This

Offer two time slots:

  • [Day] at [Time] or [Day] at [Time]?

Call Summary

Job Type -
Price Given -
Outcome -
Appointment -

Post-Call Actions

Outcome Action Timeframe
Drainage booked Send invoice + confirmation SMS Within 5 mins
Bathroom booked Send confirmation SMS + calendar invite Within 5 mins
Plumbing booked Send confirmation SMS Within 5 mins
Needs revised pricing Send alternative options via SMS Within 2 hours
Left voicemail Send follow-up SMS Immediately
Not qualified Add to nurture sequence End of day
No answer Try again Within 4 hours
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Total
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