Turned away my first customer.

I have a friend that I do not see very often but nevertheless we are close.

She contacted me over FB and asked about my rates. I went over to inspect her vehicle and during the conversation she was basically saying "start today" in her body language. She wanted the interior done and I told her to do her interior properly I would need to purchase a Bissell to use. I gave her pricing which was 50% cheaper than what I would normally charge and told her as much. We worked out a time for me to come on by and begin the work.

Several days later I confirmed the date/time with her and she told me to keep the date but finances seem to be tight. A few days after that she cancelled over FB IM, telling me she was going to be purchasing the house she is renting and wanted to "stay the course" on her savings plan.

Wouldn't it have been nice to know this when we first started the discussions? Hmmmm..... And now I have this Bissell which is a good unit but I didn't really need it; and reminded her I purchased this unit to use specifically for her vehicle. She tells me, "knowing who you are you have the receipt and can return it".

About 1.5 weeks after this what happens......

She's posting pics on FB at one of the MLB baseball parks.

Net-net..... I don't pay much mind to this type of mindset but suffice to say sometimes you get a shock or two as to the source.
 
You did the right thing even though I know it is hard turning people away. We had the same thing yesterday but unfortunately didn't turn them away. The owner called and said they wanted our basic interior/exterior cleaning package with a clay bar on two vehicles. We normally don't do just washes, but the owner said he is meticulous so we figured it would be an easy Saturday afternoon job and with two at same location, we could knock them out in no time. Plus I figured I could upsell them to our Deluxe Detail. Went to their place and knocked out the 2012 Chevy 2500. Apparently there are different definitions of meticulous because the wife showed up with the mini van and we almost passed out. They have 2 kids who have destroyed the interior of the van. Having raised three kids, I know they can make messes, but this was like nothing we have ever seen. It looked like the kids throw milk all over the inside and there was more food inside the van then they had in their cupboards and fridge. The owner decided he didn't want the clay bar, so it became a wash only. I told the owner we would have to charge him an extra dirty fee which he was okay with. We should have done a basic vacuum and vacuumed around the filthy baby's car seats, but can't do crappy work. After finishing, it was brass tax time. The owners said how happy they were but paid just what they were quoted with no tip whatsoever. Basically we spent 4 hours doing 2 cars and averaged $20 per hour. Never again!!! We no longer offer a wash package unless they are on a monthly maintenance plan which MUST start with our Deluxe Detail.
 
That's not cool! You should consider charging a retainer, even for friends. Explain to them that the retainer is for cancellations. Don't call it a deposit because legally, deposits have to be returned, retainers don't. We learned this after having people cancel the night before or day of. We explain to people that cancelled appointments cost us money. When someone wants a detail but we don't have an opening they will often go somewhere else, only to have the person who had the appointment cancel. If they don't cancel within 72 hours, they don't get the retainer back. And remember the saying, "friends and business sometimes don't mix" I did a job for a coworker once. His windows were in bad shape and needed polishing. I told him I would do it. He said he would pay me and I told him just cover the cost of my products. When all was said and done, he was very happy. He said he didn't have cash on him but would get me in a couple days. I ended up getting paid with a gift card to a restaurant. :dunno: I tried using the card when I ordered products from AG but they wouldn't accept it. :laughing: J/K. Just something to think about. Good luck
 
Black's Magic said:
...We no longer offer a wash package unless they are on a monthly maintenance plan which MUST start with our Deluxe Detail.
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+1.

Nor do I give something away (loss leader) with the hope of gaining upsell. Been there, done that...wisened up a long time ago.
What I will do is go the extra mile by throwing in a little somethin' somethin' (if I notice an issue) without mentioning it to the client. An example of this would be minor paint transfer on a maint. in/out. I'm not charging a maint. customer for something that takes just a few minutes. I'll point it out on the walk around, then take are of it.
 
Black's Magic said:
That's not cool! You should consider charging a retainer, even for friends. Explain to them that the retainer is for cancellations.
Click to expand...

This is a hobby for me. If it were my business I would have controlled the situation a little differently; such as do the work right away. If she were to call upon me again I would do the work for her, but odds are good she feels guilty and will not. So be it. It's over.
 
Bill1234 said:
A loss leader would work, but its more for restaurants and not cars
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mwoolfso said:
This is a hobby for me. If it were my business I would have controlled the situation a little differently; such as do the work right away. If she were to call upon me again I would do the work for her, but odds are good she feels guilty and will not. So be it. It's over.
Click to expand...

Oh okay, Well at least you have a carpet cleaner now for your own or the next one. The glass is half full :xyxthumbs:
 
mwoolfso said:
I have a friend that I do not see very often but nevertheless we are close.

She contacted me over FB and asked about my rates. I went over to inspect her vehicle and during the conversation she was basically saying "start today" in her body language. She wanted the interior done and I told her to do her interior properly I would need to purchase a Bissell to use. I gave her pricing which was 50% cheaper than what I would normally charge and told her as much. We worked out a time for me to come on by and begin the work.

Several days later I confirmed the date/time with her and she told me to keep the date but finances seem to be tight. A few days after that she cancelled over FB IM, telling me she was going to be purchasing the house she is renting and wanted to "stay the course" on her savings plan.

Wouldn't it have been nice to know this when we first started the discussions? Hmmmm..... And now I have this Bissell which is a good unit but I didn't really need it; and reminded her I purchased this unit to use specifically for her vehicle. She tells me, "knowing who you are you have the receipt and can return it".

About 1.5 weeks after this what happens......

She's posting pics on FB at one of the MLB baseball parks.

Net-net..... I don't pay much mind to this type of mindset but suffice to say sometimes you get a shock or two as to the source.
Click to expand...
I have the same problem with friends, They want their car done, but dont understand to leave it for 4-8 hrs and also dont understand the work it takes. I can understand if its sudden, but cancel ahead if possible
 
Bill1234 said:
I have the same problem with friends, They want their car done, but dont understand to leave it for 4-8 hrs and also dont understand the work it takes. I can understand if its sudden, but cancel ahead if possible
Click to expand...

:iagree: until they see the car after I'm done with and then they under stand why it takes so long.
 
Just my $.02.

I guess I'm sort of the "production guy" across the street. I dont want to do crap work either, but sometimes it's about delivering what the customer wants and is willing to pay for. And it doesn't suggest that you're a money monger in any way.

Not everyone needs a perfectly clean car, thats why we offer levels of service to suit different needs. For example a soccer mom knows if she gets her interior detailed and steam cleaned its just going to be ruined by tomorrow. And if someone travels with a dog, they know there's going to be hair and slobber on the windows.

I've come across both of those examples and more, And I was happy to provide them with general upkeep.

I also understand that sometimes a vehicle is so dirty that a basic package would take more time to complete than for what you're charging for. In those cases I calculate how much more time would be needed to bring it to par with what I expect my package results should be, and then I charge an extra fee. I explain that the packages are priced based on average time of work, and any more work involved needs to be factored in. If the customer declines it is then their decision to do so and not mine. And then of course, I dont look like I have poor customer service or am lazy. It is known that a pissed off customer is more likely to tell someone they're pissed of, than when they're happy.
 
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