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Are flat-rate pricing models working in FieldPulse for anyone?

Connor Burke

so our shop has been doing time + materials forever basically and we're looking at switching to flat-rate pricing for hvac installs and repairs. my boss wants to know if anyone's actually made this work in FieldPulse or if it's more headache than it's worth

the main thing i'm wondering is like... do you set up flat-rate items as services in the catalog? or do you handle it some other way? and how do you deal with when a job ends up being way more complicated than the flat rate covers

also curious if customers push back more on flat rate vs seeing the actual time on the invoice. we've got some elderly customers who really like seeing the breakdown

anyway would love to hear what's actually working for people in the field bc the office is all theory and no practice lol

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  • We're in the middle of this transition right now and I have SO many questions! How did you handle training your CSRs to explain flat rate to customers calling for quotes? And are you showing the flat rate on the initial dispatch or just when the tech arrives?

    We've also been debating whether to keep any T&M option for certain customer types or if that just creates confusion. Thanks so much for any insights!

  • in reply to Deja Washington

    Another way to think about the training question — we found it more effective to arm CSRs with specific language rather than general concepts. "Your repair is covered by our standard diagnostic and repair rate of $X" lands better than "we charge flat rate."

    Another consideration: the initial dispatch screen shows estimated arrival time only, with pricing discussed after diagnosis. This avoids phone-quote commitments that don't account for actual conditions on site. From a broader operational perspective, this also reduced our rate of quoted-but-unscheduled appointments significantly.

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  • in reply to Deja Washington

    Another way to think about the training question — we found it more effective to arm CSRs with specific language rather than general concepts. "Your repair is covered by our standard diagnostic and repair rate of $X" lands better than "we charge flat rate."

    Another consideration: the initial dispatch screen shows estimated arrival time only, with pricing discussed after diagnosis. This avoids phone-quote commitments that don't account for actual conditions on site. From a broader operational perspective, this also reduced our rate of quoted-but-unscheduled appointments significantly.

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