How do you explain paint correction to a customer?

[Showtime]

By this, I mean, how do you tell them that their paint is in really bad shape but in order to fix it, its going to cost a couple hundred dollars or more?

Today I did a detail for a customer and because it was an old friends parents and I had nothing else for the day, I went to town. The car was DESTROYED by a stealerships 16 year old "detailer". Compound everywhere, holograms, swirls, you name it.

But I was just curious what approach some of you take when explaining to a customer why it is they need "paint correction".

I've been at this for a several years and I've done countless "paint corrections", but for some reason today, it just struck me that I need to figure out how to get some customers to bite on this procedure since "just waxing it" won't do anything.

Do you pull out a plastic bag and make them feel the contaminents in the paint?

Do you do a sample spot and show them? What if they don't want it and now have just one spot that looks great and the rest, "meh"?

Ok, so #endrant lol

 

[Vue to a kill]

With clear coats I've explained to customers "Okay, imagine if you put on a pair of glasses that were all scratched up. Would you see clearly or would it blurry? So if the clear paint layer over your color paint layer (I don't say base coat and clear coat as not to confuse) is all scratched and etched it's essentially doing the same thing. The beauty of the color layer can't show through and it's muting its full potential." You'd be surprised how quickly people understand this once you associate it with vision.

As far as a test spot, one of the Mikes (either Mike Stoops or Mike Phillips) I believe had one time suggested to do the demonstration spot in an obvious area so the customer's eye would constantly be drawn to how drastic the difference between the corrected and uncorrected sections were.

 

[Pureshine]

First of you have to get a feel for what there looking for first and go from there 90% of people just want it too look shinny so and AIO is for them. I'll ask what are are you looking to get done to the exterior and go from there. I explain I can take out the swirl marks and light scratches out with paint correction. Rather than trying to explain what it is really I show them pictures makes it a whole lot easier. I will not sell paint correction to anyone that is not going to take care of it after words. I feel if you do your ripping people off!!!

 

[EVOlved]

First of you have to get a feel for what there looking for first and go from there 90% of people just want it too look shinny so and AIO is for them. I'll ask what are are you looking to get done to the exterior and go from there. I explain I can take out the swirl marks and light scratches out with paint correction. Rather than trying to explain what it is really I show them pictures makes it a whole lot easier. I will not sell paint correction to anyone that is not going to take care of it after words. I feel if you do your ripping people off!!!

I'd feel the same way, but at the same time may drive up your business I'd also feel as though you wasted your hard work on it as well.

 

[stilltipping3]

I'd feel the same way, but at the same time may drive up your business I'd also feel as though you wasted your hard work on it as well.

I would waste all my time as long as they pay me. I am not the owner nor do I try to be. I warn them of the obvious and if they auto wash then so be it.

 

[MendhamCarSpa]

I usually let customers know that correction is permanent as long as the paint is maintained properly. I let them know how easy it is to add excrescences to the paint of a car without realizing it and how my washing methods prevent the marring of paint and preserve any wax/sealant that has been applied. This means that they have 1) permanently corrected paint 2) coated with protective wax/sealant 3) have someone to maintain their paint without removing the wax/sealant 4) this means that they have to get their car washed less and since they have me wash it, it remains excrescence-free and the paint remains still well-sealed. Basically, I let them know that only a professional such as myself should touch their paint to keep it looking good. (which is true)

 

[Pureshine]

I would waste all my time as long as they pay me. I am not the owner nor do I try to be. I warn them of the obvious and if they auto wash then so be it.

It has nothing with be the owner at all its about being honest and educating your customer not taking advantage of them as you obviously do. It call having integrity and trust to build a relationship with them. Sounds like your the reason why people don't trust most detailers! Its not all about the money!

 

[Andr3wilson]

It has nothing with be the owner at all its about being honest and educating your customer not taking advantage of them as you obviously do. It call having integrity and trust to build a relationship with them. Sounds like your the reason why people don't trust most detailers! Its not all about the money!

Good luck with that!

 

[Kyle_Elantra]

Do NOT do a test spot without asking.

That's the worst idea on AG.

 

[Pureshine]

Good luck with that!

So your just another detailer to that takes advantage of his customer to make a quick $$$? Thats what wrong with this business people like you guys that make a bad name for use. I'm booked out 4-6 week and I'm always up front and honest with my customers and won't up sell something they don't need. But if you guys have no integrity or pride in what you do by all means take advantage of your customers it will all come back to you in the end!

 

[GreatAvalon]

subscribed :argue:

 

[silverfox]

Before and after pictures of previous work...go a long way, and when they see the difference its usually more effective than words. Having said that, if the customer asks questions I answer them honestly and point out ways in which to maintain that new car look in non detailer terms. I also am honest about the fact that I do this as a passionate hobbyist. Sometimes that's an advantage, sometimes its not, but honesty is the key in any event.

 

[dcjredline]

I too wont upsell to someone who is obviously not going to take care of their paint. Which is probably why I havent done much paint correction. I dont care as long as I can look in the mirror while brushing my teeth.

 

[tommythecat]

I would waste all my time as long as they pay me. I am not the owner nor do I try to be. I warn them of the obvious and if they auto wash then so be it.

It has nothing with be the owner at all its about being honest and educating your customer not taking advantage of them as you obviously do. It call having integrity and trust to build a relationship with them. Sounds like your the reason why people don't trust most detailers! Its not all about the money!

[Disclaimer]This post is not meant to be combative in any way whatsoever...

I think you missed the last sentence in his post. He is warning them that upkeep is their responsibility, not his.

If I offer something to the customer and they want it I will give it to them. If I explain to a customer what paint correction entails and how to maintain the finish and they agree to the service my obligation ends when they leave. You have no way of knowing how a customer will treat their car after you work on it. If I sell them a paint correction and tell they will never have to worry about their car again, then yes I am the asshole. But if they want it, even after all the explanations, they will get it. I don't care if they tell me flat out that they will not maintain it, I will still do it.

It is just like a doctor telling people to eat healthy. Most people SAY they will, but don't. Or they will make the effort for a while, but then backslide into unhealthy habits. The same goes for people and their cars. I (as I am sure we all are) am just as guilty as everyone else in this. I KNOW what it takes to keep up a perfect finish on a vehicle, yet I will still run it through a touch free on occasion when I am pressed for time or just feeling lazy.

Saying it is not all about the money is very disingenuous. If it isn't all about the money, then do your customer's cars for free or just the cost of supplies.

Again, not meant to be combative. There are plenty of unscrupulous people out there preying on the uneducated. If you educate them and they refuse to listen, then I don't see that as taking advantage of them at all...I see a repeat customer.

 

[Pureshine]

[Disclaimer]This post is not meant to be combative in any way whatsoever...

I think you missed the last sentence in his post. He is warning them that upkeep is their responsibility, not his.

If I offer something to the customer and they want it I will give it to them. If I explain to a customer what paint correction entails and how to maintain the finish and they agree to the service my obligation ends when they leave. You have no way of knowing how a customer will treat their car after you work on it. If I sell them a paint correction and tell they will never have to worry about their car again, then yes I am the asshole. But if they want it, even after all the explanations, they will get it. I don't care if they tell me flat out that they will not maintain it, I will still do it.

It is just like a doctor telling people to eat healthy. Most people SAY they will, but don't. Or they will make the effort for a while, but then backslide into unhealthy habits. The same goes for people and their cars. I (as I am sure we all are) am just as guilty as everyone else in this. I KNOW what it takes to keep up a perfect finish on a vehicle, yet I will still run it through a touch free on occasion when I am pressed for time or just feeling lazy.

Saying it is not all about the money is very disingenuous. If it isn't all about the money, then do your customer's cars for free or just the cost of supplies.

Again, not meant to be combative. There are plenty of unscrupulous people out there preying on the uneducated. If you educate them and they refuse to listen, then I don't see that as taking advantage of them at all...I see a repeat customer.

Saying its not all about is not disingenuous! I do this for a living cause its my passion and yes you have to make money while doing it. If your willing to sell them something they do not need then go ahead. If they still want your not a very good sells man or your didn't explain it very well. I just plain won't do it its a waste of my time and their money.

 

[swanicyouth]

I would waste all my time as long as they pay me. I am not the owner nor do I try to be. I warn them of the obvious and if they auto wash then so be it.

I don't see anything wrong with this post ethically. You can't spend other peoples money and decide what "they need". If they want a paint correction and are willing to pay for it - so be it. If they jack it all up by driving through tunnel washes - so be that. If you don't educate them, then part of the responsibility MAY be on you.

But, in America at least, someone has a right to buy any legal product or service they can afford. If it's bad for their mental or physical health - it may be unethical to sell it to them. But, I think a paint correction falls way out of that spectrum.

It's sorta like a dentist refusing to fix someone's teeth because they won't maintain them properly. Who cares? As long as they are educated properly, the responsibility is on them. You can't dictate what others should do and you can't spend their money.

All that said, I can't see too many people paying for a quality paint correction that aren't willing to maintain it somewhat.

Saying its not all about is not disingenuous! I do this for a living cause its my passion and yes you have to make money while doing it. If your willing to sell them something they do not need then go ahead. If they still want your not a very good sells man or your didn't explain it very well. I just plain won't do it its a waste of my time and their money.

In America, the paying consumer can decide what they need, as long as it's a legal product. And, as long as you are getting paid, how are you wasting your time?

 

[Firehouse Mike]

OK, so we all have our morals and ethics to answer to here. Do whatever works for YOU and for YOUR customers. If your customers are happy and know the long term issues before hand, then great. Everyone wins. They will likely be a repeat customer then. Sounds like a great time to bring up maintenance programs to me.

Bill me for the .02
:cheers:

 

[tommythecat]

Saying its not all about is not disingenuous! I do this for a living cause its my passion and yes you have to make money while doing it. If your willing to sell them something they do not need then go ahead. If they still want your not a very good sells man or your didn't explain it very well. I just plain won't do it its a waste of my time and their money.

It is absolutely not a waste of your time. I could see that if you were doing it as a hobby or on the side. In that case you decide what you want to work on and when you want to work on it. Since you do this for a living, letting a person willing to pay for your work walk away is just bad business.

If a customer tells you they will maintain the finish on their car and they don't, who is at fault? If you spend 15 hours correcting their paint and they bring the car back a couple months later all swirled out are you going to yell and scream at them for wasting your time? Or would you rather they go to the hack detailer down the street every couple months?

You may be booked out 4-6 weeks right now, but what if you slow down? Hopefully that never happens, but businesses almost always have high and low periods. Are you going to turn paying customers away when you are slow because they are "wasting your time?"

Not to mention that there are some people out there that will buy the most expensive package just because it is "the best" and that's all they care about.

Is it unethical for Nike to charge $200 for a pair of shoes when it costs them a couple of bucks to have them made? Most people know that designer labels cost pennies to produce, yet they spend their money anyway.

 

[Stampe]

First of all i would like to thank you all for this forum, ideas and all people writing and talking about carcare

What i have started to do is:

* ask what the customer wants ( as has been said in previous posts.

* if they want a sealant/coating

* how they are planing to maintain their car

* then we take a look on the car, i use a brinkman to show them the defects in the paint. And then i talk about light and how to use it to see defects. Then i show them on the sidewindows ( just for the reflection ) how a corrected paint should look. And it is that i am trying to achive.

* and then it is up to the customer to chose, how they gonna maintain the car, if they chose to go throe a automatic carwash with brushes, i suggest them to do a machine waxing/polishing since they will destroy the paint.

* if they want correction, i let them chose the grade of correction and what LSP they would like to have

And about paint and correction i tell them that a cars paint cant be heavily corrected to many times, because then you will go thro the paint.

Hope this helps

 

[Meticulous-Detail]

I call paint correction, my paint perfect pkg. I explain I work on each panel under lights until the paint is the best I can get it. I always have my iphone on me with 50/50 pics too. For DD's it is a hard sell, for show and weekend cars very easy.