Seeking wisdom in my customer service from fellow detailers

Rod73

Rod73

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As someone who is learning but not where he wants to be, what are/were you guys challenges with customer interaction starting out? Specifically challenges with that 1st phone call, cmmunicating your services, managing customer expectations, communicating what a quote means lol, educating, justifying prices/tme, and when to walk away, etc?

It is an area that recently I decided to humbly reevaluate entirely in terms of how communicate, establish credibility and trust. I recently got my but kicked by a awful customer experience (the kind that covers all detailers complaints in one) that I NEEDED TO have walked away from. As bad as this person was on the bright side it has motivated to really look in the mirror and be more critical of myself in the business customer communication side of things.
 
Yvan Lacroix has a great saying....

"I run a customer service business. The outcome is clean cars."

Or something like that.

As the playing fields levels more with the amount of information available to detailers, what sets you apart from the others is your image and customer service. A huge issue I see all the time....... grammar. Everything you say and do is a direct representation of your company.
 
I don't see this as a major problem.just be clear and up front and know what it's gonna take to do the job and cost.always call the customer 2 days prior of the detail.Its ok to walk away from a job only you know your work ethic and skills.
 
I think it would be helful to know what went wrong with that particular customer.
 
11 years in retail has taught me a few things. The most important is the first impression. Want to sell a service? Explain the benefit. The power of NO. The downside of a 'No' is that you reduce a customer to the mentality of a toddler in some cases. And that's when you walk away.
 
1st off as bad as she was (epic), even on the drive back I can think of few things that could have been handled better. And I do have to look myself in the mirror and ultimately take some responsibility even though I lol did vent a bit. That include #1 not walking away 15 min after arrival which is what my instincts told me. Being a little more clear over the phone with what I needed and when I got their. I tend to and more built for have customers coming to me, so organization in every area needs to better for mobile. Also she was a older woman, and that part of me that wanted to be respectful probably inhibited me needed to better take charge of the situation.
 
She calls me about a car with the inside filled with grease.
I made it clear and she clearly communicated she understood the following things.# I advertise and usually homebased and in neighboring city,# so the price will reflect this exception.# The quote is an 'estimate' , it's for the 'interior only' and I will need to see it for final price.

For something she said couldn't even be in it's so bad, her description $250 that area but I got to see it.

Get their shows no urgency for me to get started, and I didn't want to be rude with her being on phone.# I tell her that's $275.## She gives me the you promised $250 and I just want the inside done.# And my favorite: all of a sudden it's not that bad speech.# I was like politely# fine# $250.# Tries to haggle me down from that price for another saying she can get it cheaper from other detailers.# Which I'm like NO!# Then starts asking about stuff on the outside of her car.# I say $250 interior only.#
I tell her just to let you know I can't guarantee all stain removal.## She starts questioning me as a competent detailer.# I just tell her hey I can't ethically promise everything ESPECIALLY IN THAT CONDITION and be weary of someone who could.

45 min later finally start setting up.# She says she's going to watch me like a hawk.# But has to run inside real quick and call if needed.# Find out the power source is not where she said and then too far away.# 3 phone calls later (she said she'll be right down after 1st), now an hour later.## I go through the maze to find her. Says her phone died.# Complains that I haven't done more etc.# Then watches talks trash about how I go about it.... sparing you guys the rest of the story called it a day, wasn't going to workout.
 
Rod73 said:
That include #1 not walking away 15 min after arrival which is what my instincts told me.
Click to expand...

I've run a home cleaning business for 14 years - and this is the toughest thing I had to learn. You see money on the table and start 2nd guessing yourself figuring you can work through it. Don't! If the job feels bad -WALK AWAY. Not just for your sanity, but also your reputation. It is easier to maintain a good reputation that rebuild from nasty reviews.

"I'm sorry, but I think our company is not a good fit for your needs."
 
I struggle with this too and there are a lot of really good people on this forum who have this topic down to an art and a science.

Based on your story, and from some of my own experiences, I would say that the second she said she could get it done cheaper elsewhere should have been your cue to take an early lunch.
 
As soon as I hear "Another detailer will do it for less"......I know I'm probably gonna let "the other detailer" have the job. More often than not, there is no "other detailer" anyway....it's just a ploy to talk your price down. Having been through this many times as a landscaper (another part time gig), I try my best to explain my process, and leave it at that. Since this is not what I do to provide for my family, I simply give my price, and leave myself enough room for the inevitable complication.
 
She just sounds like a PIA. The beauty of being in business is for yourself is you can choose not to deal with these type of people.

Stick a banana in her tailpipe.


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I'm very fortunate to be in position to walk away from scenarios like that.
 
I take it you are mobile service? That's tough... Meaning your customer can be close by while you work.

First phone call is kept simple and short... what are you looking for, and sure, let us take a look and we'll work up a quote (using Mike Phillips VIF form).
Meet, inspect, quote, set expectations, get all the ugliness out of the way up front, like (I think this area has been repainted, I don't think that stain will come out, but we'll give it a best effort).

Discounting your services was really your biggest mistake.. If you kept it at your quoted price, she probably wouldn't have wanted the work, thus saving you all the heart-ache. Proper pricing can be a nice filter to attract the clientele you want.
 
Being mobile is tough.Ive had clients pull up a chair and watch me till the end.Add on a extra 35 minutes to do the job because they interrupt you with questions.
 
I would first off never quote or give an estimate until you saw the vehicle in person. I mean after the phone call you go over there and inspect the vehicle. Larry Kosilla hates detailers who do this as they risk their own profit or would have to charge more for the bad math.


I would have also not backed down from the price you offered. You were fair and said that you would need to do alot of work and it might not get all stains out of the carpet. etc. She then tried to get more out of you which you were good not to give yourself away for free but she was very pushy towards you it seems.

I would also completely ignore the fact that she mentioned that other detailers charge this price. That is not in my mind and others detailers minds the correct way to price out work. Your prices are based on that but also on how long it correctly takes to do the job. If you needed to charge 270 dollars to extract carpet, so be it, it is your work.
 
I worked in the pest control industry, I would run into this kind person all the time. When they say "your competitor will do it for this much" I say " okay, call them and have a good day, feel free to call us back if doesn't work out for you" Sometimes they called sometimes they didn't, but I didn't have to waiver on my prices or profit.
 
Thank you everyone. This helped reaffirmed some things I already know and provided me useful advice about things I didn't think about. It also greatly boosted my sprit, which was really needed.
 
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