# The consult, start to finish

The free look. By the time you're here, someone booked a slot (03) and a call got written up
(04), so you already know a little. Your job now isn't to sell hard — it's to understand the
house, show the proof, and put a fair, specific number on it. If it's a fit, getting to "yes"
is easy. If it isn't, you both find out in fifteen minutes.

We'll walk it as a typical **prime-time household** — someone who streams every night and
cares about privacy, like the home in the live example statement.

---

## Before you knock

- Read the record. The call note said: *streams every night, hates the idea of their internet
  company selling their browsing, mentioned the smart TV "does weird stuff."* That's your whole
  opening.
- Have a real statement ready on your phone, and know the price cold ($175 / $35 / +$2 mailed).

## The arc (this is the 2-minute pitch, slowed down)

**1. Name the invisible problem — using their own words.**
> "You mentioned the TV does weird stuff and you're not crazy about your provider watching what
> you stream. That's exactly the stuff we deal with. Right now everything on your Wi-Fi — the
> TV, the phones, the speaker — is chatting with the internet all day, and a lot of it is junk
> you never agreed to: trackers, the TV reporting what you watch, your provider seeing every
> site."

**2. The quiet someone keeps.**
> "We put a small box on your network. It filters that out for every device at once — nothing
> for you to install, nothing to babysit. When your provider changes something at 2am and
> normally your stream would stutter, your operator fixes it before you're even up."

**3. Show the proof — don't describe it.**
Hand them your phone. Scan the QR, scroll a real statement. Let them read a "Handled For You"
line out loud.
> "Three things happened to this home last month. They felt none of them — that's the whole
> point. And see how every fix is signed? Jose did those. A real person, two miles away."

**4. The human.**
> "This isn't an app you fight with. It's a background-checked, bonded local person whose name
> is on your statement. That's the part you genuinely can't buy on Amazon."

**5. One ask.**
> "Want me to take two minutes to look at your setup and put a real number on it? If it's not
> worth it to you, you'll know right away — no pressure."

## A quick look around (this makes the quote personal)

You're not auditing anything — you're getting a feel for the house so the quote isn't
boilerplate:

- "Roughly how many things are on the Wi-Fi?" (Say they've got about 12.)
- "Anyone you especially want covered — kids, an older parent?" (Just them, mostly the privacy
  and the streaming.)
- "Anything been driving you nuts lately?" (The TV freezing.)
- "Who's your internet company?" (Spectrum.)

Write down what they say in their words — it goes straight into their first statement's
"Handled For You" intro and the quote's "what we're covering."

## Put the number on it

Pull up the quote (see [`quote-template.md`](quote-template.md)) and say it plainly, no hedging:

> "For your place — about 12 devices, mostly the streaming and privacy side — it's a one-time
> $175 to come out and set up the box, and then $35 a month for the ongoing quiet and the
> statement. No contract; cancel any time. Want it mailed on paper for the fridge, that's two
> bucks more — most folks just use the phone version."

Then stop talking. Let them sit with it.

## When they push back

| They say | What you say |
| -------- | ------------ |
| "That's more than [some app]." | "It is — because [the app] is a checkbox and we're a person. You're paying for the someone who fixes it at 11pm and signs their name, not just the software." |
| "Why $175 just to set up?" | "It's a real visit and a real install on your gear, and we do it right once. We never discount it — but there's no contract after, so the only thing keeping you is whether the monthly statement's worth it." |
| "Can I think about it?" | "Of course. Want me to hold an install slot so you're not waiting two weeks if you decide yes? Costs nothing to hold." |
| "What if I want to cancel?" | "You email us, we stop billing, done. We keep your setup on file for a bit in case you come back. The whole pitch is that you stay because it's good, not because you're stuck." |
| "Is it safe to let you on my network?" | "Fair question — it's the right question. I'm background-checked and bonded, here's my ID, and you'll get a statement every month showing exactly what I touched. Nothing happens on your network that doesn't show up on that page." |

## Close

> "Want me to get you set up? Takes about [X] minutes to e-sign, then we pick a day for the box."

On "yes": they e-sign, you collect the $175 (07), and you book the install. Then walk the
[onboarding checklist](onboarding-checklist.md).

## After the consult — write it on the record

Whether it's a yes, a no, or a "thinking about it," jot the outcome on the customer's record:
what they care about (privacy + streaming), the number you quoted, and the next step. A
"thinking about it" with no follow-up date is a lead you just dropped.